AlwaysVOIP™ 9-1-1 Emergency Calling Policy
Important information about VoIP Emergency Calling
AlwaysVOIP™ phone service uses internet-based calling. VoIP 9-1-1 service has important limitations compared with traditional wireline 9-1-1.
E9-1-1 means Enhanced 9-1-1, where available, and may include caller number and registered address information; VoIP emergency calling still has important limitations.
How VoIP 9-1-1 is different
VoIP 9-1-1 service does not operate in the same manner as traditional wireline 9-1-1 service. Emergency calls rely on internet connectivity, network routing, customer equipment, and accurate registered service address information.
Service may be unavailable
VoIP 9-1-1 may be unavailable during electrical outages, internet interruptions, network congestion, equipment failures, maintenance events, service suspensions, or circumstances beyond Zing5G's control.
Keep your address current
Emergency responders may be dispatched to the registered service address associated with your account. Customers are responsible for maintaining accurate address information and notifying Zing5G before relocating service.
Remote and mobile use
If you use VoIP service away from your registered service location, emergency responders may not automatically receive your current location. Be prepared to provide your exact address during a 9-1-1 call.
Testing your VoIP 9-1-1 service
Customers should verify service functionality following installation, equipment replacement, relocation, network modifications, or major configuration changes. Contact Zing5G before conducting any live emergency service testing.
Multi-location organizations
Organizations operating multiple offices, retail stores, clinics, or remote work locations are responsible for maintaining accurate emergency service address information for each service location. Incorrect records may delay emergency response.
Emergency call routing
Emergency calls placed using VoIP service may be routed to a specialized emergency call centre before being transferred to the appropriate Public Safety Answering Point (PSAP). The emergency operator may ask you to confirm your location before dispatching emergency services.
Customer responsibilities
- Maintain an accurate registered service address for every VoIP service location.
- Notify Zing5G before moving phones, users, network equipment, or VoIP services.
- Inform all employees, users, guests, contractors, and occupants that VoIP 9-1-1 service has limitations.
- Maintain an alternate means of contacting emergency services, such as a mobile phone.
- Ensure adequate power, internet connectivity, and customer equipment are available for VoIP service operation.
- Test service after installation, relocation, or significant network changes.
- Maintain accurate emergency response information for all locations using the service.
Updating your 9-1-1 service address
To update your registered 9-1-1 service address, contact Zing5G support before moving or changing the service location. Address updates may require processing time before emergency records are refreshed.
Limitation of liability
Zing5G Communications Canada Inc. does not guarantee uninterrupted access to VoIP 9-1-1 emergency services. To the maximum extent permitted by law, Zing5G shall not be liable for any injury, death, property damage, service interruption, delay, misrouting, inability to access emergency services, or other losses arising from failures of internet connectivity, power availability, customer equipment, address information, third-party network providers, emergency service routing providers, or circumstances beyond Zing5G's reasonable control.
Alternative emergency access
Customers should always maintain an alternate method of contacting emergency services, including a mobile phone or other emergency-capable communications device. VoIP service should not be relied upon as the sole means of emergency communication.
Business continuity recommendation
For business-critical voice communications, Zing5G recommends maintaining backup internet connectivity and backup power systems to improve service availability during outages and network disruptions.