Legal

At Comwave Networks Inc., we are committed to protecting the privacy of our customers’ personal information. We take all reasonable steps to ensure that this information is safe and secure; this includes putting in place rigorous policies and procedures to fully comply with all Canadian privacy laws and regulations.

Comwave Networks Inc. is owned and operated by Rogers Communications Inc., and your personal information is governed by the Rogers Communications Inc. Privacy Policy. For more information and to access the policy, visit https://www.rogers.com/privacy.

For VoIP services Comwave offers a form of 9-1-1 service (9-1-1 Dialing) that is similar to traditional 9-1-1 service but has some important differences and limitations when compared with Enhanced 9-1-1 service (E9-1-1) available in most locations in conjunction with traditional telephone service. With both traditional 9-1-1 and E9-1-1 service, your call is sent directly to the nearest emergency response centre. In addition, with E9-1-1 service, your call back number and address are visible to the emergency response centre operator. With Comwave’s 9-1-1 service, your call is sent to a national emergency call centre. The call centre operator will confirm your location information and then transfer your 9-1-1 call to the emergency response centre nearest your location. You should be prepared to confirm your address and call-back number since the operator may not have this information. Do not hang up unless told directly to do so and if disconnected, you should dial 9-1-1 again.

Your 9-1-1 Dialing service is enabled when you activate your Comwave VoIP service.  You should ensure your location information is kept current at all times.  This information can be updated through the Comwave website under the 9-1-1 section within the “My Account” and “Business Care” portals.  In case you are not able to speak during the 9-1-1 call, the operator will dispatch emergency response vehicles to your last registered address. Remember that you must update your 9-1-1 information if you move your device to a different location, travel in Canada with your VoIP service, and if you add a new line to your account.

You must update and verify online at the My account web portal your location of use for each changed, newly added or newly ported number in order for 9-1-1 Dialing to function correctly.

Remember that your 9-1-1 Dialing service will not function in the event of a power or broadband outage or if your broadband, ISP or Comwave service is suspended or terminated. We suggest purchasing a UPS (uninterrupted power supply) from a local retailer to ensure that your VoIP Equipment stays powered during short power failures.

You should inform all telephone users who may be present at the physical location where you utilize your VoIP Equipment, of the important differences and limitations of VoIP 9-1-1 Dialing service as compared with E9-1-1 service as set out above.

We do not have any control over whether, or the manner in which, calls using our 9-1-1 Dialing service are answered or addressed by any local emergency response center. We disclaim all responsibility for the conduct of local emergency response centers and the national emergency calling center. We rely on third parties to assist us in routing 9-1-1 calls to local emergency response centers and to a national emergency calling center. We disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result. Neither Comwave nor its officers or employees may be held liable for any claim, damage, or loss, and you hereby waive any and all such claims or causes of action, arising from or relating to our 9-1-1 Dialing service unless such claims or causes of action arose from our gross negligence, recklessness or willful misconduct. You shall defend, indemnify, and hold harmless Comwave, its officers, directors, employees, affiliates and agents and any other service provider who furnishes services to you in connection the Service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, legal fees and expenses) by, or on behalf of, you or any third party relating to the absence, failure or outage of the Service, including 9-1-1 Dialing, incorrectly routed 9-1-1 Dialing calls, and/or the inability of any user of the Service to be able to use 9-1-1 Dialing or access emergency service personnel.

Traveling with 9-1-1

Unlike traditional phone lines, you can use your Comwave VoIP services anywhere.  Comwave VoIP services are portable to any location with broadband Internet access.  Since the national emergency call centre uses the address you provide to determine the nearest emergency response centre, you must update your new location when you move, or travel with your Comwave VoIP services in Canada or the USA.  Simply log into “My Account” at http://www.comwave.net/myaccount, or “Business Care” at http://businesscare.comwave.net, and click on the 9-1-1 Address option to update your address.

Customers traveling outside of the USA and Canada will not have 9-1-1 Dialing services.