Emergency services and VoIP 9-1-1

Pre-launch restriction

No website statement, dial tone, assigned telephone number, successful test call or apparent ability to dial 9-1-1 changes the pre-launch restriction. Until CreekCo issues written production authorization after the applicable regulatory, carrier, emergency-routing, testing and customer-notification requirements are complete, no CreekCo test or pre-launch service may be used as a lifeline, life-safety service, medical-alert service, alarm path, elevator telephone, fire-panel connection, personal emergency response service, critical-care communications service or sole household or business emergency telephone.

What “certification” means here

CreekCo does not claim that the CRTC certifies a VoIP service as a lifeline service. In CreekCo materials, any reference to pre-launch certification means an internal, written production-authorization gate supported by evidence that applicable CRTC registration or licensing, required 9-1-1 arrangements, Commission review of required customer-notification text, carrier and emergency-routing agreements, end-to-end testing, address-management controls, customer-consent records, warning labels and operational procedures have been completed. Unless that written authorization has been issued for a specific service, number and location, the service remains non-production and must not be relied upon for emergencies.

How VoIP emergency calling can differ

Internet-based calling may not work in the same way as traditional wireline telephone service. Emergency calls can be affected by power failures, Internet outages, equipment faults, incorrect configuration, service suspension, network congestion, cyber incidents or failure of third-party networks.

Location information

Emergency responders may not automatically receive an accurate physical location from a VoIP call. When dialing 9-1-1, be prepared to immediately provide your name, telephone number and present physical address/location, including any unit, municipality, province or other information needed to identify the emergency location. CreekCo maintains a separate emergency/service location of record for the service; this is not the same thing as a billing address. Where appropriate in Canada, a precise service location may be recorded using a civic address, geographic coordinates, a Dominion Land Survey description or another sufficiently precise physical-location description.

Keep your service location up to date

CreekCo or its authorized emergency-routing provider will use the registered service location when handling a VoIP 9-1-1 call. If the registered location is wrong, incomplete or out of date, the call may be misdirected or emergency assistance may be delayed. Customers must update and reconfirm the physical service location before using the service from a different primary location.

Nomadic and remote use

Using an account, application, adapter or telephone away from its registered location may route an emergency call incorrectly or delay assistance. Some services may use an emergency call centre that confirms the caller's location before transferring the call to the appropriate public safety answering point.

Power, Internet and equipment

VoIP equipment generally requires commercial power, functioning Internet access and an active CreekCo service. Power failures, Internet or network outages, congestion, equipment failure, service outages, or suspension or disconnection of service — including for non-payment — can disrupt, delay or prevent 9-1-1 calling. Battery backup, alternate connectivity and a charged mobile telephone can reduce risk but do not guarantee availability. Customers should maintain an independent way to contact emergency services even after a future production service is authorized.

Call completion, connection time and testing

VoIP 9-1-1 calls may take longer to connect than traditional 9-1-1 calls and, because of technical conditions such as congestion or service failure, a call may fail, be delayed or produce a busy signal. Do not place test calls to 9-1-1 unless an authorized testing arrangement has been confirmed in advance. Configuration checks must use the specific non-emergency test procedure supplied for the service. Emergency calling must not be blocked by dial plans, access controls or unsupported equipment.

Do not disconnect

Once connected to an emergency dispatcher or emergency call centre, do not disconnect the 9-1-1 call until you are told to do so. If the call is inadvertently disconnected, call 9-1-1 again immediately.

Production activation gate and express consent

No person should assume emergency calling is available until CreekCo or its authorized service partner has confirmed activation in writing for the specific service and location, the customer has completed all required location, notice and express-consent steps, and any required warning labels have been supplied. Before a service subject to VoIP 9-1-1 limitations is activated, the customer must expressly acknowledge that they have read and understand those limitations. CreekCo will retain an objective record of that consent.

Starter-kit notice and warning labels

Where required for the service, CreekCo will provide 9-1-1 information with the customer starter kit and warning labels for placement on or near telephone equipment. The warning label directs users to creekco.ca and reminds callers that, when dialing 9-1-1, they must be prepared to provide their address/location. Customers must inform household members, employees, visitors and other potential users of the service about these limitations.

Alternative formats and assistance

VoIP 9-1-1 customer notifications and information used to obtain express consent will be available in alternative formats, including large print or another accessible format, upon request. CreekCo will also explain the 9-1-1 notification information upon request. Accessibility requests may be sent to accessibility@creekco.ca.

Terms of Service and limitations of liability

Production VoIP service will be governed by CreekCo customer service terms containing the applicable 9-1-1 provisions and limitations of liability. The current public website terms are not yet customer telecommunications service terms and should not be treated as the final service agreement. Before production activation, the applicable customer terms, 9-1-1 notification text and liability language must be finalized and used in the customer activation process.

Customer responsibilities after a future launch

• Provide and maintain accurate emergency-service location information.
• Inform every user of the service about VoIP and 9-1-1 limitations.
• Place required warning labels on equipment where supplied.
• Maintain independent alternate access to emergency services.
• Notify CreekCo before moving equipment or changing the primary service location.

Contact

Emergency-service readiness and regulatory questions may be sent to regulatory@creekco.ca. This mailbox is not monitored as an emergency dispatch channel.

Publication status: public VoIP 9-1-1 safety and pre-production notice. Last reviewed October 10, 2026.