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BroadConnect Canada is pleased to offer the following accessibility services.

Accessibility Services

Using IP Relay

Data callers (IP Relay to voice): Visit https://iprelay.ca

Voice callers (voice to IP Relay):

  1. Dial 1-888-RELAY-21 (735-2921) to be connected to the IP Relay operator.
  2. Provide the operator with the 9-digit user ID of the registered IP Relay user you would like to call
  • It is not mandatory to provide your name or the name of the person you are calling, but this will help the operator reach the other person.
  • Please let the operator know whether you are familiar with IP Relay. If not, the operator will explain how the service works.
  1. The operator will attempt to reach the person you are calling and keep you informed of their progress. You will not be able to hear the line ring as this part of the call is being placed over the internet.
  2. The operator will let you know as soon as someone is online with them and will read what is typed followed by “go ahead”. “Go ahead” is your cue to begin speaking. Speak slowly while the Operator types the information and relays the message back to the person. Always finish by saying “go ahead” so the other person knows it’s their turn to respond.

Local Operator Service, Operator Assistance and Directory Assistance

Local Operator Service provides access to a local operator that will provide basic information upon request, such as dialing instructions and country code details.

Operator Assistance provides operator assisted local and long distance calling.

Directory Assistance provides access to an operator that will provide the name, number and address information for telephone listings.

Local Operator Service and Operator Assistance may be accessed by dialing 0.

Directory Assistance may be accessed by dialing 411.

* Please note that charges may apply on a pay per use rate that varies by region.

9-1-1 Terms of Service

This section contains important provisions, including those regarding 9-1-1 service
Description: VoIP services allow you to make or receive telephone calls over the Internet to or from the public switched telephone network.  The nature of VoIP telephone calls, while appearing similar to traditional telephone calling services, create unique limitations and circumstances, and you acknowledge and agree that differences exist between traditional telephone service and VoIP telephone services, including the lack of traditional 9-1-1 emergency services.

9-1-1 service: Because of the unique nature of VoIP telephone calls, emergency calls to 9-1-1 through your VoIP service will be handled differently than traditional phone service.  The following provisions describe the differences and limitations of 9-1-1 emergency calls, and you hereby acknowledge and understand the differences between traditional 9-1-1 service and VoIP calls with respect to 9-1-1 calls placed to emergency services from your account as described below.

Placing 9-1-1 calls: When you make a 9-1-1 emergency call, the VoIP service will attempt to automatically route your 9-1-1 call through a third-party service provider to the Public Safety Answering Point (“PSAP”) corresponding to your address of record on your account.  However, due to the limitations of the VoIP telephone services, your 9-1-1 call may be routed to a different location than that which would be used for traditional 9-1-1 dialling.  For example, your call may be forwarded to a third-party specialized call centre that handles emergency calls.  This call centre is different from the PSAP that would answer a traditional 9-1-1 call which has automatically generated your address information, and consequently, you may be required to provide your name, address, and telephone number to the call centre.

How your information is provided: The VoIP service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address and telephone number associated with your account.  However, for technical reasons, the dispatcher receiving the call may not be able to capture or retain your name, phone number or physical location.  Therefore, when making a 9-1-1 emergency call, you must immediately inform the dispatcher of your location (or the location of the emergency, if different).  If you are unable to speak, the dispatcher may not be able to locate you if your location information is not up to date.

Correctness of information: You are responsible for providing, maintaining, and updating correct contact information (including name, residential address and telephone number) with your account.  If you do not correctly identify the actual location where you are located, or if your account information has recently changed or has otherwise not been updated, 9-1-1 calls may be misdirected to an incorrect emergency response site.

Disconnections: You must not disconnect the 9-1-1 emergency call until told to do so by the dispatcher, as the dispatcher may not have your number or contact information.  If you are inadvertently disconnected, you must call back immediately.

Connection time: For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy signal or will take longer to connect when compared with traditional 9-1-1 calls.

9-1-1 calls may not function: For technical reasons, the functionality of 9-1-1 VoIP emergency calls may cease or be curtailed in various circumstances, including but not limited to:

Failure of service or your service access device – if your system access equipment fails or is not configured correctly, or if your VoIP service is not functioning correctly for any reason, including power outages, VoIP service outage, suspension or disconnection of your service due to billing issues, network or Internet congestion, or network or Internet outage in the event of a power, network or Internet outage; you may need to reset or reconfigure the system access equipment before being able to use the VoIP service, including for 9-1-1 emergency calls; and changing locations – if you move your system access equipment to a location other than that described in your account information or otherwise on record with (company name).

Alternate services: If you are not comfortable with the limitations of 9-1-1 emergency calls, (company name) recommends that you terminate the VoIP services or consider an alternate means for accessing traditional 9-1-1 emergency services.

Inform other users: You are responsible for notifying, and you agree to notify, any user or potential users of your VoIP services of the nature and limitations of 9-1-1 emergency calls on the VoIP services as described herein.

Liability: Customers are advised to review this section with respect to BroadConnect Canada’s limitations of liability (as appropriate to each company).

Limitations: This service is presently only available to Canadian customers of BroadConnect Canada.


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