Emergency Services Policy

Effective June 1, 2026

This Emergency Services Policy applies to MultiTEL voice or mobile Services only where emergency calling is expressly included, activated, and correctly configured for the applicable number, device, line, country, and service address. It supplements the 911 Addendum - Notice and Disclosures and the Terms of Service.

1. Availability and geographic scope

MultiTEL supports 911 or E911 for eligible United States and Canadian Services where the feature is expressly activated. Availability, routing method, location delivery, callback capability, and third-party specialized 9-1-1 call centre handling vary by Service and location.

MultiTEL does not make a general promise that 112, 110, or another country-specific emergency number is available throughout Europe or elsewhere. Emergency calling outside the United States and Canada is available only when a service order or product notice expressly identifies the country, emergency number, routing method, and limitations. In particular, 110 must not be treated as a general European emergency number.

2. Registered location

You must provide a valid, accurate, and complete registered location, including apartment, suite, floor, or other dispatchable-location detail where applicable, before using an emergency-enabled Service. You must update the location whenever a device, user, number, or service moves. Changes may require validation and may not take effect immediately. An incorrect or stale location can route a call to the wrong third-party specialized 9-1-1 call centre or provide responders with incorrect information.

3. Internet-based and nomadic limitations

Emergency calling may fail or be delayed during a power, broadband, Internet, mobile-network, DNS, equipment, software, configuration, account, or upstream-provider failure; when a device is moved; when the registered location is missing or invalid; or when Service is suspended or unavailable. Emergency personnel may not automatically receive the caller's location or callback number. The caller should be prepared to state the location, callback number, and nature of the emergency and should not disconnect until instructed.

4. Customer and provider responsibilities

Customers must inform all users about these limitations, provide labels or other conspicuous notices where required, maintain emergency-calling alternatives, and ensure administrators do not enable a user without the required location and notices. Communications Providers/Resellers must pass through legally sufficient notices, collect and transmit accurate downstream locations, and maintain emergency-service records and controls required for their role.

5. Test calls

Do not place casual or unannounced test calls to an emergency number. Testing may be performed only under a procedure approved by MultiTEL and the applicable emergency authority or test service. The Customer is responsible for costs, disruption, or penalties caused by unauthorized testing.

6. Emergency alternatives

Maintain an alternative means of reaching emergency services, such as a properly provisioned mobile or traditional telephone service. Do not rely on a MultiTEL Service for emergency calling unless the account confirms that emergency service is active for the number and the registered location is current.