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. A caller may need to state their name, telephone number, civic address, apartment or unit, municipality and province. Customers must keep their registered emergency-service address current and must not move equipment to a different location without updating the service address where required.

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 and a functioning Internet connection. 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 and testing

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.

Production activation gate

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 address, notice and express-consent steps, and any required warning labels have been supplied. Service-specific terms may impose additional limits.

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: preliminary public notice for a service in development. Last updated July 28, 2026.