By Sam Borsato - @BorsatoSam on Twitter

VOIP phone systems causing 911 dispatch delays, what users should know

Jan 25, 2017 | 6:50 PM

LETHBRIDGE – Local 911 dispatchers are urging residential and business voice over IP (VOIP) phone users to know the limitations of their calling system in emergency situations.

According to Chris Kearns, Lethbridge’s public safety communications centre (PSCC) manager, VOIP systems use the internet instead of a typical landline connection. However, he explained that those systems can cause significant delays during an emergency.

“VOIP phones are not connected to traditional telephone networks. So, when somebody calls 911, it doesn’t know where to route the call to. 

“The VOIP service providers have to route 911 calls to somewhere,” Kearns continued. “They can contract with different 911 agencies to provide that service. One of them is Northern 911, which is in Sudbury, Ontario.”

That’s exactly what one local business experienced.

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During a presentation to the Lethbridge police commission on Wednesday (Jan. 25.), Kearns recounted an incident where an employee called 911 from a VOIP phone system after someone was allegedly assaulted in their business. Their call was picked up in Sudbury, and they were asked a string of questions before being routed to Lethbridge dispatch.

In that case, it seemed to be a quick turn around from the original call taker, but Kearns says it’s hard to determine how long it will take before you’re connected with a local dispatch, putting yours and others safety at risk.

“I would suggest it probably depends on how they run their operations, and what phone numbers they have for different agencies. If they determine a 911 call is for Lethbridge, well now they need to look up the number, and they need to know it’s the same number for police, fire and EMS,” explained Kearns.

The CRTC has put regulations in place to better regulate VOIP systems and ensure they’re compatible with 911 call taking agencies, said Kearns. But he added that it’s up to service providers to follow those rules, and that there needs to be a broad customer understanding of their own responsibilities, as well.

Kearns urges VOIP users to keep their address up to date with their service provider, understand that they’ll be asked what city they’re in and their address if they must call 911 and ensure that other people using the system know what to expect in case of an emergency.

If you’re unsure if you’re a VOIP customer, visit www.voip-info.org for a list of all residential and business service providers across Canada.