Net phone provider blamed in fatal 911 mix-up
[2008-7-31]
Tag : Emergency Call
Comwave sought to have the documents kept private, saying in aletter to the CRTC that it would "cause material and financialloss" if the information was made public.
In late April, the family of 18-month-old Elijah Luck phoned 911from their Calgary home after the baby began convulsing. The callwas directed to a dispatch centre used by Comwave to relayinformation to emergency services in various cities.
Online phone services use the Internet rather than fixed wires,making it difficult to determine where calls originate. When thefamily's frantic call was disconnected, Comwave's call centre sentambulance crews to the Mississauga address it had on file for theLuck family.
However, the CRTC's letters suggest that Comwave should haveimmediately called the family back after the line was disconnected.As well, the regulator indicates that not enough steps were takenby the call centre, which is employed on a third-party contract, todetermine the location of the emergency."Comwave's third-party call centre operator did not follow theproper procedures for determining a 911 caller's location, when itresponded to the call," the documents say.
Immediately after the incident, Comwave said it was theresponsibility of Internet phone customers to keep their addressesup to date. The Luck family says it does not know why Comwave knewto send their bills to Calgary but did not update their residentialaddress for the call centre.The CRTC's findings are being disputed by Comwave, which suggestedthe regulator is interpreting its rules differently since thetragedy.
Comwave sought to have the documents kept private, saying in aletter to the CRTC that it would "cause material and financialloss" if the information was made public.
In late April, the family of 18-month-old Elijah Luck phoned 911from their Calgary home after the baby began convulsing. The callwas directed to a dispatch centre used by Comwave to relayinformation to emergency services in various cities.
Online phone services use the Internet rather than fixed wires,making it difficult to determine where calls originate. When thefamily's frantic call was disconnected, Comwave's call centre sentambulance crews to the Mississauga address it had on file for theLuck family.
However, the CRTC's letters suggest that Comwave should haveimmediately called the family back after the line was disconnected.As well, the regulator indicates that not enough steps were takenby the call centre, which is employed on a third-party contract, todetermine the location of the emergency."Comwave's third-party call centre operator did not follow theproper procedures for determining a 911 caller's location, when itresponded to the call," the documents say.
Immediately after the incident, Comwave said it was theresponsibility of Internet phone customers to keep their addressesup to date. The Luck family says it does not know why Comwave knewto send their bills to Calgary but did not update their residentialaddress for the call centre.The CRTC's findings are being disputed by Comwave, which suggestedthe regulator is interpreting its rules differently since thetragedy.
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