⚠️ IMPORTANT 9-1-1 INFORMATION
We want to make sure that you are aware of important differences in the way 9-1-1 service operates with a VoIP phone when compared with traditional telephone service. Here’s what you need to keep in mind:
Differences between traditional 9-1-1 service and VoIP phone 9-1-1
With traditional phone services, your 9-1-1 call is sent directly to the nearest emergency response centre. With VoIP phone service, your 9-1-1 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response centre.
Remember to provide your location
Because you can move your VoIP phone between locations and because, for technical reasons, the emergency operator may not have your name, location or contact information available, you must immediately inform the emergency operator of your location and contact particulars any time you call 9-1-1. Do not risk sending police or ambulance services to the wrong location.
Be prepared during any service interruption
VoIP phone service depends not only on your continued subscription (and payment) for the service, but also on Internet connectivity and power to function. In the event of power, network, or Internet outages (including congestion), or if your service is disconnected or suspended due to non-payment, you may experience a failure, disruption or delay in your 9-1-1 service. We recommend that you keep an alternative phone service (such as a cellular telephone) handy to increase the reliability of your access to emergency services during any service interruption.
Do not disconnect
Until you are told to do so by an emergency dispatcher, do not disconnect your 9-1-1 call. If you are inadvertently disconnected, call back immediately.
ℹ️ Keep your service address up to date
Ampel Communications Ltd. will attempt to provide the emergency operator with your service address, so please ensure that your information on file with us is always accurate and updated. If you do not do this (for example, if you are unable to speak during a 9-1-1 call), the emergency operator may assume that you are calling from the last registered address.
Inform other users
You must notify members of your household and other potential users of your VoIP phone service of the nature and limitations of 9-1-1 emergency calls. To make this easier, attach the included stickers in a visible location on your telephone sets.
Limitations of liability
Ampel Communications Ltd.’s terms of service limit and disclaim liability related to VoIP 9-1-1 service, so please read these carefully.
To the fullest extent permitted by applicable law, Ampel Communications Ltd. shall not be liable for any damages, losses, injuries, or costs of any kind, including but not limited to personal injury, death, property damage, or consequential damages, arising from or related to:
1. Any failure, delay, interruption, or degradation of 9-1-1 emergency calling service on your VoIP line.
2. The routing of a 9-1-1 call to an incorrect location due to an inaccurate, outdated, or incomplete registered address.
3. The inability to complete a 9-1-1 call due to a power outage, internet service disruption, network failure, or any cause outside of Ampel’s control.
4. Any failure of a third-party network, provider, or Public Safety Answering Point in connection with your 9-1-1 call.
5. Any action or inaction by a 9-1-1 operator or emergency responder following receipt of your call.
Ampel’s total liability to you in connection with 9-1-1 service, under any theory of liability and to the maximum extent permitted by law, shall not exceed the total amount paid by you to Ampel for VoIP services in the three (3) months preceding the event giving rise to the claim.
Ampel relies on voip.ms as its underlying service provider for SIP trunking, number provisioning, and 9-1-1 routing. Ampel makes no warranties, express or implied, regarding the performance or availability of 9-1-1 services provided through voip.ms’s network infrastructure.
Nothing in this section limits liability for death or personal injury caused by gross negligence or willful misconduct to the extent prohibited by law in Ontario or Canada.
For questions about your registered address, 9-1-1 service, or these limitations, please contact us at:
Ampel Communications Ltd.
Phone: 519-972-6735
Email: support@ampel.ca