Emergency Calling (9-1-1)

These 9-1-1 / Enhanced 9-1-1 Emergency Calling Terms and Acknowledgment (the “Emergency Calling Terms”) apply to ACE Voice services provided by ADVANCED CONSULTING & ENGINEERING INC., doing business as ACE Mobile (“ACE Mobile,” “we,” “us,” or “our”).

These Emergency Calling Terms form part of the ACE Mobile Terms of Service. By activating, using, or continuing to use ACE Voice emergency calling, you acknowledge that you have read, understood, and agreed to these Emergency Calling Terms.

1. Important: ACE Voice 9-1-1 Service Is Different From Traditional 9-1-1

ACE Voice is an Internet-based voice service. Calls to 9-1-1 made through ACE Voice may be handled differently from calls made through a traditional landline, mobile carrier, or other telephone service.

ACE Voice 9-1-1 calls may be routed through one or more third-party emergency routing providers, emergency call centres, or Public Safety Answering Points (“PSAPs”). Your call may not reach the same emergency centre, may take longer to connect, or may be handled differently than a traditional 9-1-1 call made from a landline or mobile phone.

Do not assume that ACE Voice can automatically determine or transmit your current physical location, GPS location, callback number, name, or other identifying information.

2. When E9-1-1 Is Available

E9-1-1 emergency calling is available only where ACE Mobile specifically makes it available and only when all of the following conditions are met:

• You are using an active ACE Voice line with an ACE Mobile-issued Canadian telephone number;
• You have provided a valid, verified emergency service address for that telephone number;
• Your ACE Voice service, account, telephone number, device, app, Internet connection, and any required network services are operational; and
• Emergency calling is available in the location and through the underlying emergency routing systems used for your call.

E9-1-1 is not guaranteed to be available at all times or from all locations.

ACE Mobile may restrict, suspend, or refuse E9-1-1 activation where an emergency address cannot be validated, where the service is unavailable in a particular area, or where required information is incomplete or inaccurate.

3. Services That Do Not Include E9-1-1

E9-1-1 is not provided for:

• “Use Your Existing Number,” “Verified Caller ID,” or similar features that allow you to display an existing phone number on outgoing calls;
• Travel eSIM, mobile data, SMS-only, or data-only services;
• Telephone numbers that are inactive, suspended, expired, released, or not issued by ACE Mobile for E9-1-1 use;
• Calls made outside Canada, unless ACE Mobile expressly confirms that emergency calling is available in that location.

If you use your own existing number as your outgoing caller ID, you must keep your underlying mobile, home phone, or other telephone service active for emergency calling. ACE Mobile does not provide E9-1-1 through that existing-number feature.

ACE Voice does not provide emergency SMS, emergency chat, emergency video, or real-time text-to-9-1-1 services unless ACE Mobile expressly states otherwise.

4. Your Registered Emergency Address

Each eligible ACE Voice number may have one registered emergency service address at a time.

You must provide a complete physical civic address where emergency responders could locate you, including any applicable apartment, unit, floor, suite, building, or room number. A postal box, mailing address, incomplete address, or incorrect address is not acceptable.

You are responsible for keeping your registered emergency address accurate and up to date. You must update it before regularly using ACE Voice from a new primary location.

Address updates may require validation and may not take effect immediately. Until ACE Mobile confirms that your updated address has been accepted, emergency services may receive your previously registered address or may not receive usable location information.

If you call 9-1-1 from a location different from your registered emergency address, you must immediately tell the dispatcher the exact current location of the emergency.

5. What You Must Do During a 9-1-1 Call

When calling 9-1-1 through ACE Voice:

• Immediately state your name, exact physical location, apartment or suite number where applicable, and callback number.
• Do not assume the dispatcher knows your current location, even if you previously registered an address with ACE Mobile.
• Do not hang up until the emergency dispatcher tells you to do so.
• If the call is disconnected, call 9-1-1 again immediately.
• Do not use caller-ID blocking for a 9-1-1 call. ACE Mobile may override caller-ID blocking where technically possible.
• Use your mobile phone’s native dialer, a traditional landline, or another reliable emergency calling method whenever available and appropriate.

For mobile users, ACE Mobile recommends using the device’s native cellular phone service for emergencies whenever possible, rather than relying on an Internet-based voice call.

6. Circumstances That May Prevent or Delay Emergency Calling

ACE Voice 9-1-1 calling may fail, be interrupted, be delayed, be routed incorrectly, or provide incomplete information due to circumstances including:

• Power outages, low battery, or device failure;
• Internet, Wi-Fi, mobile data, broadband, router, VPN, firewall, or network problems;
• Network congestion, service outages, maintenance, software failures, or third-party carrier failures;
• App, operating system, microphone, permission, device configuration, or account issues;
• Suspension, expiry, cancellation, disconnection, or loss of your ACE Voice service or telephone number;
• Incorrect, incomplete, outdated, or unverified emergency address information;
• Use of ACE Voice from a location different from your registered emergency address;
• Emergency service limitations in the applicable geographic area; or
• Failures or limitations involving emergency call centres, PSAPs, public networks, or third-party providers.

You should maintain another reliable means of contacting emergency services, such as an active mobile phone or traditional telephone service.

7. Information Shared With Emergency Services

When you place a 9-1-1 call through ACE Voice, ACE Mobile and its service providers may share your telephone number, registered emergency address, name, callback information, and other information reasonably necessary to route and handle the emergency call.

You acknowledge that emergency routing providers, emergency call centres, PSAPs, first responders, and other applicable emergency authorities may receive or use this information for emergency response purposes.

8. Inform Other Users

You are responsible for informing anyone who may use your ACE Voice number, device, account, household phone, or connected equipment about the nature and limitations of ACE Voice 9-1-1 service.

9. No Guarantee; Limitation of Liability

Emergency calling is provided on a commercially reasonable efforts basis and is subject to the limitations described in these Emergency Calling Terms.

To the maximum extent permitted by applicable law, ACE Mobile, its affiliates, employees, contractors, underlying carriers, emergency routing providers, and service providers will not be liable for any delay, failure, interruption, routing error, inability to connect, incorrect location information, or other issue related to a 9-1-1 call, including any resulting loss, injury, death, damage, cost, or claim.

Nothing in these Emergency Calling Terms limits any rights that cannot legally be excluded under applicable consumer protection or telecommunications laws.

10. Your Acknowledgment and Consent

By selecting “I Agree,” activating E9-1-1, or using ACE Voice emergency calling, you confirm that:

• You understand that ACE Voice 9-1-1 service differs from traditional landline or mobile 9-1-1 service;
• You understand that ACE Mobile may not know or transmit your current location;
• You will provide and maintain an accurate registered emergency address;
• You will immediately state your actual location and callback number when calling 9-1-1;
• You understand that E9-1-1 is not available for “Use Your Existing Number” or Verified Caller ID features;
• You will inform other potential users of your ACE Voice service about these limitations; and
• You expressly consent to these Emergency Calling Terms electronically.

If you do not agree to these Emergency Calling Terms, do not activate or use ACE Voice services that include E9-1-1 emergency calling.