Home Phone App 911 regulatory statement

Information and regulations related to 911 for the Home Phone App

By using the Home Phone App, you acknowledge and agree to the information in this section regarding the limitations and requirements of using the Home Phone App for dialing 9-1-1. If you are not comfortable with these limitations, we recommend that you not use the Home Phone App, or consider an alternate means for accessing traditional 9-1-1 emergency services. We recommend that you always make 9-1-1 calls from your wired Home Phone service line or directly through your device’s native dialer whenever possible, as your call may be processed more quickly than by dialing through the Home Phone application. The Home Phone App cannot support emergency calls outside of Canada. When using your device outside of Canada, please use the native dialer on your device (not the dialer on the Home Phone application) to attempt emergency three digit dialing or other emergency dialing numbers. Also, ensure you are connected to and calling natively from a wireless network when attempting to make an emergency call outside of Canada to be routed to the nearest emergency services. You agree to comply with, and to inform all people who use the Home Phone App on your device to comply with, the following limitations and requirements.

A) Your 9-1-1 Emergency Address. When you first register for the Home Phone App on your device, you will be asked to provide the current address of your location (“ 9-1-1 Emergency Address ”). You may only register one (1) 9-1-1 Emergency Address, which you should update each time you move to a new location. Your 9-1-1 Emergency Address should always be a location in Canada.

B) Placing 9-1-1 Calls. If you dial 9-1-1 using the Home Phone application, your emergency call location information may not be sent to the nearest Public Safety Answering Point (“ PSAP ”). Your call may route to an operator that will transfer your call to the correct PSAP based on the location you provide to the operator or your 9-1-1 Emergency Address specified on your device. When using the Home Phone App to dial 9-1-1, you must immediately inform the operator of your location (or the location of the emergency, if different) if you are able to do so. If you are unable to do so, the PSAP may dispatch assistance to your 9-1-1 Emergency Address location. Keeping your 9-1-1 Emergency Address current at all times is critical to ensure that help will reach you in the event you call 9-1-1 and are unable to speak. It is important that you do not hang up unless directly told to do so by the operator. If your call gets disconnected, immediately dial 9-1-1 again. You should also be prepared to provide your call-back number to the operator. If you use Home Phone 2 Go to dial 9-1-1 and the Wi-Fi or wireless network connection is lost, your call to 9-1-1 will drop and the operator will not have any method of re-connecting with you. If this occurs, dial 9-1-1 again.

C) Accuracy of 9-1-1 Information. For your safety, you agree to provide true, accurate, current and complete 9-1-1 Emergency Address and other information to TELUS, and are responsible for maintaining and updating your 9-1-1 Emergency Address on your device based on your current Home Phone App connection location. If you do not update your 9-1-1 Emergency Address and do not correctly identify the location of the emergency, 9-1-1 calls made using the Home Phone App will be routed based on your previously provided 9-1-1 Emergency Address and therefore may be routed to the incorrect PSAP for the emergency location. If you are unable to speak, the dispatcher may not be able to locate you if you have failed to update your 9-1-1 Emergency Address. You may update your 9-1-1 Emergency Address in the settings of the Home Phone application. During certain periods, updates to your 9-1-1 Emergency Address may not be reflected instantly (e.g., during service maintenance periods).

D) Connection Time and Technical Difficulties. The 9-1-1 service will not function if the internet access point and underlying Wi-Fi or wireless network connection is not configured correctly, does not have the bandwidth to carry a call, or if the Home Phone App is not functioning for any reason, including but not limited to, power outage, Wi-Fi or broadband service outage or suspension, network or internet congestion or disconnection, wireless network outage or service disconnection due to billing issues or breach of TELUS service terms.

E) Text with 9-1-1 (“ T9-1-1 ”). The Home Phone App does not support T9-1-1. In order to use T9-1-1, you will need to do so over a wireless network text messaging service and you must first register with your wireless service provider as a T9-1-1 user. For information on how to use T9-1-1, please visit http://textwith911.ca.

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