E911 Emergency Calling Policy
Critical information about VoIP-based emergency services and your responsibilities.
IMPORTANT: READ BEFORE USING RELIARING SERVICES
VoIP-based 911 (E911) service has significant limitations compared to traditional landline 911 service. By using ReliaRing services, you acknowledge these limitations and agree to maintain an alternative method of contacting emergency services.
Table of Contents
1. What is E911?
Enhanced 911 (E911) is a system that enables emergency services to receive both the caller's phone number and their registered location when a 911 call is made. Unlike traditional landline services where location is automatically determined by the physical phone line connection, VoIP-based E911 relies on the address you register with ReliaRing.
Traditional 911
- • Location determined automatically
- • Works during power outages
- • Direct connection to PSAP
VoIP E911 (ReliaRing)
- • Uses your registered address
- • Requires internet connectivity
- • May route through national call center
2. E911 Limitations
YOU MUST UNDERSTAND AND ACCEPT THESE LIMITATIONS BEFORE USING RELIARING SERVICES:
Internet Dependency
E911 calls require an active internet connection. If your internet service is unavailable, disrupted, or experiencing congestion, you may not be able to place 911 calls through ReliaRing services.
Power Requirements
VoIP service requires electrical power to operate your router, modem, and VoIP devices. During power outages, E911 calling will not function unless you have battery backup (UPS) for all required equipment.
Location Accuracy
Emergency responders will be dispatched to the address registered in your ReliaRing account. If you move or use the service from a different location without updating your registered address, responders may be sent to the wrong location.
Your Callback Number and Address May Not Reach the Operator
The emergency operator who answers your call may not automatically receive your callback number or your registered address. Be prepared to state, out loud, exactly where you are and a telephone number where you can be reached, and stay on the line until the operator tells you to hang up.
If the call is dropped or disconnected for any reason, the operator may be unable to call you back. Call 911 again yourself.
Text to 911 Is Not Supported
You cannot reach 911 by SMS or MMS through ReliaRing. Messages sent to 911 from a ReliaRing number will not be delivered to an emergency call centre and will not summon help. Always place a voice call to 911. Even where text-to-911 exists on other networks, it depends on the individual Public Safety Answering Point (PSAP) and on prior registration, and it is not available everywhere.
Call Routing Delays
VoIP E911 calls may take longer to connect than traditional 911 calls. Calls may be routed through a national emergency call center before being transferred to your local Public Safety Answering Point (PSAP).
Service Interruptions
E911 service may be temporarily unavailable during service outages, maintenance periods, or if your account is suspended for non-payment or Terms of Service violations.
3. Your Responsibilities
As a ReliaRing customer, you agree to the following responsibilities regarding E911 service:
- 1.Register Your Address: Provide an accurate physical street address during account setup. P.O. boxes are not acceptable for E911 registration.
- 2.Update Your Address: Immediately update your registered E911 address on the E911 page of the customer portal if you move or change your service location.
- 3.Inform All Users: Ensure that all individuals who may use your ReliaRing service are aware of the E911 limitations described in this policy.
- 4.Maintain Alternative Access: Keep an alternative method of contacting emergency services available (e.g., mobile phone, neighbor's landline).
- 5.Display E911 Stickers: We recommend placing E911 warning stickers near phones used with ReliaRing service to remind users of the limitations.
4. Registering Your E911 Address
Address Requirements
- •Must be a valid physical street address (not a P.O. box)
- •Include apartment, suite, or unit numbers if applicable
- •Address must be within Canada or the United States
- •Must pass validation with our E911 service provider
How to Update Your E911 Address
- 1.Log in to your ReliaRing customer portal
- 2.Open the E911 page at /portal/e911 (Emergency Dialing → Locations & Registrations in the portal navigation)
- 3.Enter your new physical address
- 4.Wait for address validation (typically 24-48 hours)
- 5.You will receive confirmation once the address is active
Important: Address validation may take up to 48 hours. During this time, your previous address will be used for E911 calls. Do not rely on E911 service from a new location until you receive confirmation that your address has been updated.
5. Mobile and Remote Use
CRITICAL WARNING
If you use ReliaRing services through our mobile app, softphone, or WebRTC client from a location other than your registered E911 address, emergency responders will be dispatched to your registered address, NOT your current location.
For mobile/remote users:If you need to contact emergency services while away from your registered address, use your mobile phone's native dialer to call 911 directly. This will use your device's GPS location for more accurate dispatch.
6. Technical Requirements
To ensure E911 service functions properly, the following technical requirements must be met:
- •Stable Internet Connection: Minimum 100 Kbps upstream and downstream bandwidth
- •Power Supply: All networking equipment and VoIP devices must be powered
- •Validated E911 Address: A confirmed and active E911 address in your account
- •Account in Good Standing: No payment defaults or policy violations
Recommendation: We strongly recommend using a UPS (Uninterruptible Power Supply) for your modem, router, and VoIP equipment to maintain E911 capability during brief power outages.
7. United States: Kari’s Law and RAY BAUM’s Act
Where ReliaRing service is used at a location in the United States, two federal rules apply to multi-line telephone systems: Kari’s Law and section 506 of RAY BAUM’s Act. This section states what the service does and what you are responsible for configuring. It does not replace the CRTC obligations that apply to Canadian locations.
Direct 911 dialing, with no prefix
Kari’s Law requires that a caller reach 911 by dialing 911 alone, without first dialing 9, 8, or any other access code. ReliaRing routes a call to 911 dialed on its own, from any extension, without a prefix.
Your responsibility: do not configure a dial plan, outbound rule, call-blocking rule, IVR, or device setting that intercepts 911, blocks it, or requires a prefix before it. If you have one, remove it.
On-site notification
Kari’s Law also requires that, where someone is likely to be on site to help — a front desk, a security office, a manager — that person is notified when a 911 call is placed. ReliaRing sends that notification to the recipients you configure under Notification Groups on the E911 page of the portal.
Your responsibility: configure at least one notification group and keep its recipients current. If you do not configure one, no on-site notification is sent.
Dispatchable location
RAY BAUM’s Act requires that a dispatchable locationbe conveyed with a 911 call: the street address, plus the floor, suite, room, or similar detail needed to find the caller inside a building. ReliaRing conveys the location you have registered and associated with the calling number or device — and only that location.
Your responsibility: register a location for every place your service is used, include the floor, suite, or room detail, and associate each phone number and device with the location where it actually sits. Detail you do not register cannot be delivered to the emergency operator.
Check your configuration: where it is supported, the 933 test call on the E911 page of the portal plays back the number and location currently registered for the line you call from. It is a test announcement and does not reach an emergency operator.
8. Liability and Acknowledgment
Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TRIDACOM IT SOLUTIONS INC. (DOING BUSINESS AS RELIARING) SHALL NOT BE LIABLE FOR ANY CLAIM, DAMAGE, OR LOSS ARISING FROM THE FAILURE OF E911 SERVICE, INCLUDING BUT NOT LIMITED TO THE INABILITY TO COMPLETE 911 CALLS, MISDIRECTED EMERGENCY RESPONSE, OR DELAYS IN EMERGENCY RESPONSE, REGARDLESS OF THE CAUSE.
Customer Acknowledgment
By using ReliaRing services, you acknowledge and agree that:
- •You have read and understand the E911 limitations described in this policy
- •You will inform all users of the service about these limitations
- •You will maintain an alternative means of contacting emergency services
- •You accept the limitations of liability set forth in this policy and our Terms of Service
9. Contact Information
E911 Support
Corporate Headquarters
Tridacom IT Solutions Inc.
10215 178 Street NW
Edmonton, Alberta T5S 1M3
Canada