THIS SECTION CONTAINS IMPORTANT INFORMATION ABOUT THE DIFFERENCES AND UNIQUE LIMITATIONS OF 9-1-1 EMERGENCY SERVICE ASSOCIATED WITH WI-FI CALLING. PLEASE READ CAREFULLY.
By using Wi-Fi Calling, you acknowledge and agree to the information in this section regarding the limitations of using Wi-Fi Calling for dialing 9-1-1. If you are not comfortable with these limitations, we recommend that you not use Wi-Fi Calling, or consider an alternate means for accessing traditional 9-1-1 emergency services. We recommend you keep an alternative phone service handy to increase the reliability of your access to emergency services during any service interruption. Note: Wi-Fi Calling cannot support emergency calls outside of Canada. Ensure you are connected to a mobile network when attempting to make an emergency call outside of Canada to be routed to the nearest emergency services. You agree to inform all people who use Wi-Fi Calling on your device of the following limitations and requirements.
A) Your 9-1-1 Emergency Address. When you first turn on Wi-Fi Calling on your device, you will be asked to provide an address for the current Wi-Fi connection location for your device (your “9-1-1 Emergency Address”). You may only register one (1) 9-1-1 Emergency Address (which you should update from time to time based on your new Wi-Fi connection 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 while using Wi-Fi Calling, your emergency call location information is not sent to the nearest Public Safety Answering Point (“PSAP”). Your call routes to a specialized TELUS call center that will transfer your call to the correct PSAP by using the 9-1-1 Emergency Address you specified for your device or based on the location you have provided to the TELUS operator. When using Wi-Fi Calling to dial 9-1-1, you must immediately inform the TELUS operator of your location (or the location of the emergency, if different) if you are able to do so. It is important that you do not hang up unless directly told to do so, and if disconnected, immediately dial 9-1-1 again. You should also be prepared to provide your call-back number to the 9-1-1 operator. If you use Wi-Fi Calling to dial 9-1-1 and the Wi-Fi connection is lost, your call to 9-1-1 will drop and the specialized TELUS call center and/or PSAP 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. 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 the 9-1-1 Emergency Address associated with your device based on your current Wi-Fi 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 Wi-Fi Calling 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 section of your device. 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 network is not configured correctly, does not have the bandwidth to carry a call, or if the Wi-Fi Calling feature 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, mobile network outage or service disconnection due to billing issues or breach of these Terms.
E) Text with 911 (“T9-1-1”) with Wi-Fi Calling. Wi-Fi Calling does not support T9-1-1. In order to use T9-1-1, you will need to do so over a mobile network and you must first register with TELUS as a T9-1-1 user. For information on how to use T9-1-1, please visit
textwith911.ca