Your Safety Comes First
STIC 911 services
The STIC 911 service makes help available in emergencies. It is important to understand how it works and how it differs from a traditional phone service. You also need to know what to do if you ever have to use it. All STIC users should be aware of the differences and limitations of the service.
STIC 911 Service
Practical Advice and Service Reliability
The STIC 911 service meets the highest standards of service reliability. However, the service is not guaranteed in the event of a technical problem. STIC 911 cannot ensure the reliability of its service in the event of a natural disaster or other disruption where the network and lines are blocked. High call volumes can also make the service unavailable. Since 911 is not the only way to reach emergency personnel, we recommend keeping the regular (10-digit) phone numbers of the police, fire department, ambulance, etc. close at hand. STIC also strongly recommends keeping access to a regular phone line or a cell phone as an alternative way to reach emergency services in the event of a power or Internet outage.
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To activate your 911 service
- To activate your 911 service, you must complete the form provided when you subscribe with STIC.
- You will need to enter your address, sign the form and understand the limitations of VoIP 911 service.
Change of address
- To change your address, please send us your request by email at support@sticinc.ca
In an emergency
- Dial 911 and describe the situation clearly and calmly. The operator will ask you to confirm your location.
- When you confirm your location, give landmarks that can help emergency services find you as quickly as possible.
- Do not hang up until emergency services confirm that you can. If you lose contact, call them back immediately.
- So that emergency services can reach you at any time if necessary, make sure you have done the following:
– Make sure call forwarding and do not disturb are turned off.
– Make sure your phone’s ringer is not turned off.
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How is STIC 911 different from traditional 911 service?
Here is an overview of the differences:
Situation
Power outage and Internet service disconnected
Does the 911 call centre know my location?
When I arrive at a new location, will 911 service work?
STIC 911
Service interruption
It is unlikely. However, under CRTC regulations, the 911 call centre operator will ask you to confirm your location.
Yes, if you have updated your address and received a confirmation. Otherwise, log in to your account and change your address as soon as possible.
Traditional 911 phone
No service interruption
Yes, always.
Not applicable, since traditional phone lines are not portable.
How it works
Tracing the call
The Téléphonie Industrielle & Commerciale inc. VoIP service can only rely on the information available in your account to locate you. It is therefore important to keep your account up to date, since incorrect information can slow down the response. If you move elsewhere, it is important to enter your new location in your online account. If you do not update your account, help sent after your 911 calls may go to your old address.
Is the Téléphonie Industrielle & Commerciale inc. 911 service infallible?
Unlike traditional phone service, the Téléphonie Industrielle & Commerciale inc. 911 service does not work when the Internet connection is down, during a power outage, or when equipment malfunctions (cable, modem, router and phone adapter).
If I move elsewhere, will the Téléphonie Industrielle & Commerciale inc. 911 service work?
Yes. The service will work as long as your address is up to date and you have received confirmation. Otherwise, log in to your account to enter your new address as soon as possible.
Are there special fees for 911 service?
The monthly fees for the Téléphonie Industrielle & Commerciale inc. 911 service are minimal. These fees appear separately on your monthly bill. There are no additional usage fees.
The emergency team
The Téléphonie Industrielle & Commerciale inc. 911 service routes your phone number and the address registered in your account to a centre serving the area where the call was made. The operator will ask you to confirm the location of the incident, which makes it possible to choose the nearest PSAP (public safety answering point) team. You will be asked to describe the incident so the appropriate help can be sent (police, paramedics, firefighters, etc.).
Does the 911 emergency team know my location?
The information you provide in your account allows the 911 service to locate the caller. Under CRTC standards, the emergency centre operator will ask you to confirm your current location during the call.
Should I test the 911 service?
No. You must not test the 911 service. When the service is activated or after a change of address, you will receive a confirmation email from Téléphonie Industrielle & Commerciale inc. confirming that your 911 service is up to date and working. Note that dialling 911 when there is no emergency is subject to fines in many states and provinces. If you dial 911 by mistake, it is important to immediately tell the operator that it was a mistake and that there is no emergency.
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