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Terms and Conditions – VoIP 9-1-1 Service


The terms and conditions bellow apply to GoCo VoIP 9-1-1 service (“VoIP 9-1-1 Service”), which are offered with GoCo Unified Communications products (also called “VoIP Services”).

With traditional enhanced 9-1-1, when a caller dials 9-1-1, the call is automatically routed to the public safety answering points (“PSAP”) and in cases where the caller is unable to speak, emergency services will be dispatched to the address associated with the calling phone number. With VoIP 9-1-1 Service, the Customer cannot have a permanent physical address associated to the VoIP 9-1-1 Service due to the VoIP 9-1-1 Service having the ability to be nomadic. As such, calls placed to 9-1-1 are routed to an emergency operator, who will determine, from the information obtained from the caller, where the caller is located and then transfer the caller to the correct PSAP. The user of VoIP Service must be prepared to confirm their current location and call-back number with the emergency operator who answers the 9-1-1. The Customer must ensure that the current address and telephone number are known by the users, so that they can be communicated by the users to the emergency operator and PSAP.

As a result, a web portal is available at https://www.goco.ca/911-info/ for the Customer to update online its current physical location for the purposes of dispatching emergency services in cases where a caller cannot communicate with the emergency operator. It is the Customers’ sole responsibility to enter and update the current location and ensure that information is accurate. If the information is entered incorrectly, or if the Customer fails to update the current location in the portal, or fails to update it on time, 9-1-1 emergency calls may be directed to an incorrect PSAP and the emergency services may not be dispatched to the location from which 9-1-1 was called. The portal is operational in Canada only and does not accept locations outside of Canada. The Customer expressly authorizes GoCo and its affiliates to use and disclose the information entered in the portal and shall obtain the necessary authorizations from the Customer callers for same if applicable. GoCo is not liable for any damages or losses, direct or indirect, arising from or relating to the Customer use of the portal.

When traveling, unlike traditional analogic voice services, you can use your GoCo VoIP Services any location with broadband Internet access. Since the emergency operator uses the address put on the web portal to determine the nearest PSAP, the user should update the location when moving or traveling with their GoCo VoIP service in Canada.

It is the Customers’ sole responsibility to inform all users and potential users of the VoIP 9-1-1 Service of the nature and limitations of the VoIP 9-1-1 Service when compared to enhanced 9-1-1 services available with analogic voice services. GoCo can provide the Customer with stickers for its phones to achieve that end. The Customer is responsible to place stickers on the equipment provide to its users to access the VoIP 9-1-1 Service. The Customer shall contact GoCo if it has not received stickers or require additional 911 stickers.

Furthermore, VoIP 9-1-1 Service is subject to more variables and limitations than enhanced 9-1-1 service, including dependency on uninterrupted provision of power and network connection. Consequently, VoIP 9-1-1 Service may not be available: during a power outage, during a broadband Internet outage, where there is broadband Internet congestion or if the Internet service is disconnected, suspended or terminated. It is the Customer sole responsibility to implement, at its cost, emergency backup systems such as analog backup telephone lines, cellular telephones and a universal power supply (UPS) system, as well as user training.

As the calls are routed to a call emergency operator before being transferred to the PSAP, there may be delays in receiving 9-1-1 emergency services. 9-1-1 emergency calling from within Canada is subject to the availability of 9-1-1 emergency services at the caller’s physical location. If 9-1-1 emergency services are not available from the physical location where the call is made, the user must contact directly the emergency services such as local fire department, ambulance, or police.

In addition to any liability limitation specified elsewhere in the agreement with GoCo, the total liability of GoCo (and of the PSAP or of the emergency services provider) toward the Customer for any and all claims of any nature howsoever relating to or arising out of specifically of the provision of VoIP 9-1-1 Service, whether based in contract, tort (including negligence) or otherwise, will not exceed the total charges paid by the Customer for the VoIP service associated with the telephone number use to call the VoIP 9-1-1 Service over the twelve months period immediately preceding the event which gave rise to a claim.