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Telecom - Staff Letter addressed to the Distribution List

Gatineau, 2 October 2025

Our Reference: 8000-C12-202306407

BY EMAIL

Distribution List

Subject: Opportunity to comment on report regarding access to 9-1-1 services in both official languages

In 2023, the CRTC was made aware of incidents in which 9-1-1 calls from francophone residents of Quebec were answered in English. We are concerned by these events and are working to help find solutions that fall within our mandate. I am writing to inform you of an opportunity to comment on a recent report developed by the CRTC Interconnection Steering Committee’s (CISC) Emergency Services Working Group (ESWG) that proposes measures aimed at avoiding such incidents and improving access to 9-1-1 services in both official languages.

The CRTC, CISC, and ESWG

The CRTC’s role in the 9-1-1 system is limited to the regulatory supervision of telecommunications service providers (TSPs) under the Telecommunications Act. TSPs have an obligation to connect 9-1-1 calls to 9-1-1 call centres (also known as Public Safety Answering Points, or “PSAPs”).

CISC is a public forum established by the Commission. It has different working groups that develop information, procedures and guidelines touching on various technological, administrative, and operational aspects of the Canadian telecommunications system.Footnote 1

The ESWG is a CISC working group that addresses technical and operational matters related to the provision of 9-1-1 emergency services. It is composed of volunteers representing telecommunication service providers (TSPs); PSAPs; provincial, territorial, and municipal 9-1-1 agencies; and 9-1-1 industry specialists.Footnote 2

Delivery of 9-1-1 Calls in Canada

In Canada, the vast majority of 9-1-1 calls are delivered directly to the provincial, territorial, or municipal PSAP responsible for providing emergency services in the area in which the call is being made. These PSAPs are the responsibility of the provincial, territorial, and municipal governments. Once a call is received, the PSAP dispatches the necessary first response service (Police, Fire, Ambulance).

In very limited circumstances, for example, when calls are made using voice over Internet protocol (VoIP) services for which the caller’s location is unknown, or when wireless calls are made in areas where a PSAP has not been established, TSPs have created, or contracted with, intermediary call centres. These call centres confirm the 9-1-1 caller’s location before forwarding the call to the appropriate PSAP.

The CRTC was made aware of instances of calls answered in English at the intermediary call centre despite the calls being made by a francophone caller in Quebec. Such incidents can cause delays or prevent the caller from receiving the help they require.

The ESWG’s Report

To identify solutions to this important issue, Commission staff requested that the ESWG provide the Commission with a report with recommendations on how to improve access to 9-1-1 services in both official languages across Canada, in the minority of cases where it might not currently be readily available. Following that request, Commission staff published a letter inviting various Official Language Minority Communities (OLMC) groups to participate in the development of that report.

The ESWG’s report “Intermediary 9-1-1 Call Centres and Caller’s Official Language” is now publicly available on the Commission’s website.

Invitation to Comment

In its letter to OLMC groups, Commission staff indicated its intention to provide OLMCs with an opportunity to comment on the recommendations presented in the ESWG’s final report, with the aim of ensuring that the solution proposed takes into account the needs and interests of OLMCs.

OLMC groups who wish to comment on the report are invited to do so by submitting a letter electronically using the secured service “My CRTC Account” (Partner Log In or GCKey) and filling the “Telecom Cover Page”.

Comments may be submitted in the official language of your choice. They must reference file number 8000-C12-202306407 and be received no later than 23 October 2025.

Note that a copy of this letter will be posted on the Commission’s website on the following page: https://crtc.gc.ca/otf/eng/2023/8000/C12-202306407.htm, as will all comments received with regards to the ESWG’s report.

Should you have questions about this letter or how to submit comments, you may contact Étienne Robelin, Manager of the CRTC Emergency Services Policy team, at etienne.robelin@crtc.gc.ca.

Yours sincerely,

Original signed by

Noah Moser
Director General, Costing & Regulatory Implementation
Telecommunications Sector

c.c.: OLMC Engagement team, CRTC, closm-olmc@crtc.gc.ca
Étienne Robelin, CRTC, etienne.robelin@crtc.gc.ca
Ryan Anstey, ESWG Chair, eswg911@wrps.on.ca

Attach. (1) Distribution List

Distribution List :

Actra Montréal, asikorski@actra.ca
Alliance des radios communautaires, direction@radiorfa.com
Alliance des radios communautaires, s.forgues@radiorfa.com
Alliance nationale de l’industrie musicale, dg@anim.ca
Assemblée communautaire fransaskoise, marc.masson@fransaskois.sk.ca
Assemblée de la francophonie de l'Ontario, sbehilil@monassemblee.ca
Association canadienne-française de l'Alberta, a.vachon-chabot@acfa.ab.ca
Association canadienne-française de l'Alberta, m.goncalves@acfa.ab.ca
Association des francophones du Nunavut, direction@afnunavut.ca
Association des municipalités bilingues du Manitoba, bcdd-oceo@ambm.ca
Association francophone des municipalités du Nouveau-Brunswick, direction@afmnb.org
Association franco-yukonnaise, jjacques@afy.ca
Association nationale des radios étudiantes et communautaires, barry@ncra.ca
Association régionale de la côte ouest, info@arcotnl.ca
Conseil acadien de Par-en-Bas, capeb@capeb.ca
Conseil acadien de Rustico, andrea.deveau@conseilacadienrustico.org
Alliance des producteurs francophones du Canada, capilon@apfc.info
English Language Arts Network, miranda.castravelli@quebec-elan.org
Fédération acadienne de la Nouvelle-Écosse, dg@federationacadienne.ca
Fédération culturelle canadienne-française, mcmorin@fccf.ca
Fédération culturelle canadienne-française, strategies@fccf.ca
Fédération des communautés francophones et acadiennes, communications@fcfa.ca
Fédération des francophones de la Colombie-Britannique, direction@ffcb.ca
Fédération des francophones de la Colombie-Britannique, yhilaricus@ffcb.ca
Fédération des francophones de Terre-Neuve et du Labrador, gael.corbineau@fftnl.ca
Fédération franco-ténoise, dgfft@franco-nord.com
Gala Film, agelbart@galafilm.com
L'Assemblée de la francophonie de l'Ontario, sbehilil@monassemblee.ca
Office des télécommunications éducatives de langue française de l’Ontario, lgodin@tfo.org
On Screen Manitoba, lindsay@onscreenmanitoba.com
Patrimoine canadien, Jennifer.allen@pch.gc.ca
Patrimoine canadien, nathalie.piche@pch.gc.ca
PMA Productions, khirsch@pmaproductions.com
Qu'Anglo, hugh@quanglo.ca
Quebec English-language Production Council, qepcouncil@gmail.com
Regional Development Network, info@regdevnet.ca
Société de la francophonie manitobaine, sfm@sfm.mb.ca
Société nationale de l'Acadie, christopher.byram@snacadie.org
Talking. Advocating. Living in Québec, sylvia.martin-laforge@talq.ca
Voice of English-Speaking Quebec, brigitte.wellens@veq.ca

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