EMERGENCY SERVICES 9-1-1 DIALING

 

The 911 service provided by HomeLandPhone is just for countries which we offer Residential Home Phone plans.

By using or paying for the Services, the Customer acknowledges and agrees to all of the information below regarding the limitations of using the Service for dialling 9-1-1. The Customer acknowledges and understands that the Service does offer a limited 9-1-1 type service and that such 9-1-1 type dialling differs in important respects from traditional 9-1-1 service, as described below. The Customer agrees to advise all users who may place calls over the Service from the Customer's location of these limitations. When placing a call to emergency services with E911 or Enhanced 911, the customer’s telephone number and location are automatically transmitted to the operator during the call. These two features (telephone number and location) are what make E911 “enhanced.” With Basic 911 (B911), your call is being sent via the Internet rather than a traditional phone line and the customer telephone number and location are not automatically transmitted to the operator trained to route the customer call to local emergency service (medical, fire, and law enforcement agencies). The attendant at the answering location verbally obtains the pertinent information that identifies the caller's need and physical location. The attendant then determines the appropriate agency and transfers the caller to that agency. HomeLandPhone provides a basic 911 type service. With HomeLandPhone 9-1-1 emergency dialing your call is being sent via the Internet rather than a traditional phone line, and as the most up to date customer address information may not arrive with this call, a different method is required to send this customer address information accurately. This method may involve the use of an intermediary emergency service operator to help ascertain your current location information.The customer after dialling 911 may be routed to a different dispatcher than that used for traditional 9-1-1 dialing. The customer will need to confirm with the operator that they are still located at the address the customer has registered with HomeLandPhone. If the customer is at this address, our operator will transfer the customer call to the appropriate emergency agency. If the customer has moved their service equipment to another location and are calling from there, the customer will need to provide our operator with a current address / location. They will determine the appropriate emergency agency and transfer the customer call accordingly.The 9-1-1 call may be routed to a different dispatcher than that used for traditional 9-1-1 dialing. The dispatcher will be located at either the Public Safety Answering Point (PSAP) or with a local emergency service relay provider designated for the address specified by the Customer at the time of Service subscription or as properly updated by the Customer from time to time.Be prepared to confirm your location and telephone number with the operator who answers the 9-1-1 call since the operator may not have this information. It is also recommended to keep in mind that HomeLandPhone is your telephone service provider because if necessary, the HomeLandPhone central call centers can contact emergency services in severe emergency situations to attempt to help. You are also encouraged not to hang up until told to do so, and to call back if you get disconnected, as immediately as possible. Please note that it may take up to three (3) days upon initial activation of service for your address information to fully propagate throughout the 9-1-1 systems. HomeLandPhone 9-1-1 emergency dialing may not be available during a power outage, may not be available if using the HomeLandPhone software client and the Customer's computer is malfunctioning, in the event of suspension or disconnection of the Service because of billing issues or breach of terms of service, or any disconnection or suspension of underlying broadband access service. HomeLandPhone 9-1-1 emergency dialing will also be unavailable during a broadband internet outage. If there is a power outage, the Customer may be required to reset or reconfigure their ATA, prior to being able to use the Service, including for 9-1-1 HomeLandPhone purposes. 9-1-1 dialing will not function correctly if the Customer moves the ATA to a location other than that provided to HomeLandPhone at the time of Service activation. In such an event, in order to have 9-1-1 calls routed correctly, the Customer must update its service address at least three (3) days prior to moving by updating their information via the Freephoneline.ca web site. Customer must keep its registered location information current by updating it with HomeLandPhone to help ensure success with the emergency service operator who may assume that Customer is at the last registered address if he/she is not able to speak during a 9-1-1 call. Customer's registered location information is used to accurately connect to the appropriate emergency response center so that they may trigger the appropriate emergency response. For technical reasons associated with the possibility of network congestion, there is a possibility that the 9-1-1 call will produce a busy signal or will take longer to answer, as compared to traditional 9-1-1 calls placed from a fixed location known to the service provider. Customer should inform any household residents, guests and other persons who may be present at the physical location where the HomeLandPhone service is utilized of the important differences in and limitations of HomeLandPhone 9-1-1 dialing as compared with traditional Enhanced 9-1-1 service, as set out above. Customers traveling outside of Canada will not have 9-1-1 dialing services. If Customer is not comfortable with the limitations of the HomeLandPhone 9-1-1 emergency dialing, Customer should consider having an alternate means of accessing traditional 9-1-1 or Enhanced 9-1-1 services or disconnecting the Service. The Customer acknowledges and understands that HomeLandPhone will not be liable for any service outage and/or inability to dial 9-1-1 using the Service or to access emergency service personnel due to the 9-1-1 dialing characteristics and limitations listed herein.

The customer acknowledges and agree that notwithstanding anything to the contrary herein, HomeLandPhone, directors, officers, employees, agents and underlying carrier will not be liable for any injury, death or damage to persons or property, arising directly or indirectly out of, or relating in any way to the provision or non-provision of 9-1-1 and/or emergency 9-1-1 service, including without limitation any inability on the part of customer or its end users to access 9-1-1 and/or emergency 9-1-1 service, and the customer agrees to indemnify and hold harmless HomeLAndPhone, its affiliates and their respective directors officers, employees, agents and underlying carriers from any liabilities, claims, damages, losses arising directly from the provision or non-provision of 9-1-1 and/or emergency 9-1-1 service.