Tridacom Technologies Corporation has, in compliance with directives from the Canadian Radio-television and Telecommunication Commission (CRTC), implemented an emergency calling service or “911 Service”.

Nomadic VoIP Service

As a current customer of Tridacom or a future customer of Tridacom, you have subscribed or will subscribe to a Voice over Internet Protocol (VoIP) telephone service offered by Tridacom according to Tridacom’s Terms of Service. The VoIP Service that we provide is known as a nomadic service. This means that Tridacom allows you, the customer, to make calls from anywhere that you have access to a broadband internet service. As you know, you can simply bring your telephone devices with you and use the VoIP Service wherever you are located.

However, because of these nomadic capabilities, Tridacom is not currently able to automatically detect whether the service is being used from the registered service address or from some other location. Consequently, when a subscriber relocates, Tridacom no longer has valid 9-1-1 routing data with which to process 9-1-1 calls from that customer, unless the customer updates his/her location information.

Activation Required

In order to use the 911 Service, you will need to activate it. This requires you to fill in your address, acknowledge that you understand the limitations of the technology and give your consent. This form is offered to you during the signup process as well as when you login to your account portal after you subscribe to our Tridacom service.

Intermediary National Response Call Center

Once the 911 Service is activated, all calls by the customer using the 911 Service will be connected to a National Response Call Centre, who will verify your address and in turn will transfer the call to the proper PSAP or emergency services agency. Based on the information provided by the customer, the intermediary will direct your call to the appropriate emergency services agency or a public safety answering point.

Limitations to the 911 Service

Tridacom is advising Customer of the following inherent limitations to the 911 Service due to the nomadic characteristics of VoIP Service.

The 911 Service will not be accessible or available in the following situations:

  • You have not successfully activated the 911 Service AND received an email from Tridacom confirming your successful activation;
  • In case of Network Congestion; and
  • a service outage has occurred for any reason, including the following:
    • Power failure or disruption;
    • Internet connection outage/termination by your Internet service provider;
    • Tridacom terminates, suspends or cancels your VoIP Service for any of the reasons specified in our terms of use;

The 911 emergency responders that are part of the 911 Service may be delayed if :

  • You do not provide us with current and accurate location information (i.e., where you are);
  • You do not advise us immediately of any changes that you make to the location information that you initially provided us;
  • Verification of your location information is not completed. It can take up to 24 hours to complete the verification once we receive new location information.
  • Misroutes of 911 calls occur for any reason including but not limited to your failure to follow correct activation procedures for 911 calling or your provision to us of incorrect or inaccurate or not current information in connection with the 911 Service.

In the event that an emergency call in progress is interrupted, 911 emergency personnel will be unable to call you at the phone from which you originated the call if:

  • You have call forwarding, do not disturb or other features programmed and in use at the time you dial a 911 call;
  • Your telephone ringer is set to OFF;

In the interest of everyone’s safety, you are obliged to inform all potential users of your Tridacom Service of these important limitations.

Limitation of Liability

We do not have any control over whether, or the manner in which, calls using our 911 Dialing service are answered or addressed by any local emergency response center. We disclaim any and all responsibility for the conduct of local emergency response centers and the national emergency calling center. We rely on third parties to assist us in routing 911 Dialing calls to local emergency response centers and to a national emergency calling center. We disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result. Neither Tridacom nor its officers or employees may be held liable for any claim, damage, or loss, and you hereby waive any and all such claims or causes of action arising from or relating to our 911 Dialing service unless such claims or causes of action arose from our gross negligence, recklessness or willful misconduct. You shall defend, indemnify, and hold harmless Tridacom, its officers, directors, employees, affiliates and agents and any other service provider who furnishes services to you in connection the Service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, attorneys fees) by, or on behalf of, you or any third party relating to the absence, failure or outage of the Service, including 911 Dialing, incorrectly routed 911 Dialing calls, and/or the inability of any user of the Service to be able to use 911 Dialing or access emergency service personnel.