E911 Information

General Information

KOS VoIP (Voice over Internet Protocol) service provides Enhanced 9-1-1 (E911) access, which allows you to dial 9-1-1 from your VoIP phone to reach emergency services. However, VoIP-based 9-1-1 operates differently from traditional telephone 9-1-1 in several important ways. It is essential that you and everyone in your household or business understand these differences.

How VoIP 9-1-1 Works

When you dial 9-1-1 from a KOS VoIP phone, your call is routed through the internet to an emergency call centre. The address registered on your KOS VoIP account is transmitted to the emergency dispatcher so they can send responders to your location. This is why keeping your registered address accurate and current is critically important.

Address Management

Your registered service address is the address that emergency responders will be dispatched to if you call 9-1-1. You must ensure this address is correct at all times. If you move your VoIP equipment to a new location — even temporarily — you must update your service address with KOS before placing any calls from the new location. Failure to do so could result in emergency responders being sent to the wrong address, potentially causing life-threatening delays.

To update your service address, contact KOS by phone at 613-549-8667 (Kingston) or 613-968-7137 (Belleville). Address updates typically take effect within 24 to 48 hours. During this processing period, 9-1-1 calls may still reference your previous address.

Internet Connection Dependency

VoIP 9-1-1 requires an active, functioning internet connection. Unlike a traditional landline, which is powered by the telephone network and can operate during a power outage, your VoIP phone relies on your internet connection and electrical power. Your VoIP 9-1-1 service will not work if:

• Your internet connection is down or disrupted for any reason
• There is a power outage and your modem, router, or VoIP adapter loses power
• Your KOS service has been suspended or disconnected
• Your VoIP equipment malfunctions or is not properly connected
• There is significant network congestion that prevents the call from being completed

Call Routing & Dispatch

VoIP 9-1-1 calls may be routed to a national or regional emergency call centre rather than directly to your local 9-1-1 public safety answering point (PSAP). This means:

• There may be a brief delay while your call is transferred to local dispatch
• The call centre operator may need to verify your address and the nature of your emergency
• You should always be prepared to clearly state your name, location, and the nature of the emergency
• If the call is disconnected, emergency services may not be able to call you back automatically

Your Obligations

As a KOS VoIP customer, you have the following obligations regarding 9-1-1 service:

• Inform all users: You must inform all members of your household, employees, or any other persons who may use your VoIP phone about the limitations of VoIP 9-1-1 service
• Keep your address current: You must notify KOS immediately whenever your service address changes
• Maintain alternative access: Consider maintaining an alternative means of reaching 9-1-1, such as a mobile phone or traditional landline, particularly during power outages
• Test your service: Periodically verify that your VoIP phone is working properly by making a test call (not to 9-1-1)
• Post your address: Keep your street address clearly posted in your home or business so that you can provide it quickly to a 9-1-1 operator if needed

Liability

KOS, its officers, directors, employees, affiliates, suppliers, and agents shall not be liable for any injury, death, damage, or loss arising from the inability to access 9-1-1 emergency services through VoIP, the failure of a 9-1-1 call to be properly routed or completed, the provision of incorrect address or other information to the emergency call centre, any delay in answering or dispatching emergency services, or any other circumstances related to VoIP 9-1-1 service.

By using KOS VoIP service, you acknowledge that you have read and understood these limitations and accept the inherent risks associated with VoIP-based 9-1-1 service.

Frequently Asked Questions

Is VoIP 9-1-1 the same as regular 9-1-1?

No. While you can dial 9-1-1 from a KOS VoIP phone, the service operates differently from traditional landline 9-1-1. VoIP 9-1-1 depends on your internet connection, requires a registered address, and may route your call to a different call centre than a traditional phone call would. Traditional landlines are powered by the phone network and continue to work during power outages; VoIP phones do not.

What happens if I lose power?

If you lose electrical power, your modem, router, and VoIP adapter will stop working, and you will not be able to make 9-1-1 calls (or any calls) using your VoIP phone. We recommend keeping a charged mobile phone available as a backup for emergencies, or investing in an uninterruptible power supply (UPS) to keep your equipment running during short outages.

Will the 9-1-1 operator know my address?

The 9-1-1 operator will receive the address registered on your KOS VoIP account. If your registered address is correct and up to date, the operator will have your location information. However, you should always be prepared to confirm your address verbally, as the operator may need to verify it.

What if I move my VoIP phone to a different location?

If you move your VoIP phone to a location different from your registered service address, 9-1-1 emergency responders will be dispatched to your old (registered) address, not your actual location. You must update your service address with KOS before making any calls from the new location. Address updates require 24 to 48 hours to process.

Can I use my VoIP phone at a cottage or vacation property?

You can use your VoIP phone at any location with a broadband internet connection, but you must update your service address with KOS to reflect the location where the phone is being used. This ensures 9-1-1 calls are routed correctly. See the Travelling section below for more details.

What should I tell my family or employees?

Inform all people who may use your VoIP phone that 9-1-1 service relies on the internet connection, that they must state their name and address when calling 9-1-1, that 9-1-1 will not work during a power or internet outage, and that a mobile phone should be available as a backup for emergencies.

Tips for Using VoIP 9-1-1

Travelling with Your VoIP Phone

One advantage of VoIP is that you can use your phone from any location with a broadband internet connection. However, this portability creates important considerations for 9-1-1 service.

Before You Travel

If you plan to take your VoIP phone to a location other than your registered service address — such as a cottage, vacation property, or temporary residence — you must contact KOS to update your service address before using the phone at the new location. This includes seasonal relocations (for example, moving your phone to a cottage for the summer).

While Away from Your Registered Address

If you use your VoIP phone from a location that is not your registered service address and you have not updated your address with KOS, any 9-1-1 calls you make will dispatch emergency responders to your registered address — not your actual location. This could result in a dangerous delay in receiving emergency assistance.

Returning Home

When you return your VoIP phone to your primary service address, contact KOS to update your registered address back to your home location. Address updates require 24 to 48 hours to process, so plan accordingly.

Using VoIP Outside Canada

KOS VoIP service is designed for use within Canada. If you take your VoIP equipment outside of Canada, 9-1-1 service will not function correctly, as emergency calls are routed based on the Canadian E911 system. International emergency services cannot be reached through Canadian 9-1-1. If you are travelling internationally, use local emergency services at your destination.