Emergency Calling Code

Last Updated: 3rd of September, 2013

Emergency Calling Code


WXC has made several changes to its products and systems, along with its Terms and Conditions in order to support a better emergency calling programme.


The telecommunication industry is moving to the Emergency Calling Code (ECC) to bolster the requirements around emergency dialing, and WXC has worked hard to become compliant.


As part of this compliance – you should be made aware of a few things that may affect you.


Below is a list of services WXC offer – and whether these are compliant with the code.  Compliance means that WXC can connect an emergency call made by you to the range of Emergency Call organizations as part of the code – and will supply additional information, such as your current physical address details – just in case you cannot supply this information yourself due to incapacitation, duress or other issues that hamper your ability to communicate.


Largely the services affected are our next generation VoIP offerings.  The service you are using is also affected by the type of hardware you are using and your set up at home.


Please check your service whether it is compliant.  If you have any issues or concerns please contact WXC to discuss it.


Service

Hardware

Compliance

Preselected Toll Plans – e.g. Talk Cents, Destination Anywhere plus, SuperCap

NA

Not Required

(no emergency dialing possible)

0800

NA

Not Required

(no emergency dialing possible)

Wholesale services

NA

Not Required

(no emergency dialing possible)

VFX

Certified Devices

Compliant

(Open VFX)

Non Certified Devices

Non Compliant

Fusion (DSL)

Certified Devices: ATA

Compliant


Certified Devices: IAD

Compliant


Non Certified Devices

Non Compliant

Fusion (Fibre)

Certified Devices

Compliant


Non Certified Devices

Non Compliant

Fusion (Wireless)

Certified Devices

Compliant


Non Certified Devices

Non Compliant

Xtencity

Certified Devices

Compliant


Non Certified Devices

Non Compliant

DVX

Certified Devices

Compliant


Non Certified Devices

Non Compliant

SIP Trunk

Certified Devices

Compliant


Non Certified Devices

Compliant*


Services marked with an Asterisk are complaint at the time of implementation, but may not be if changes are made without the sign off of WXC.


Please note that if a service is “Non Compliant” – WXC will still use all means possible to both process your call and provide any relevant assistance we can.  It simply means that this cannot be guaranteed.


·       To assist us in providing as much information as possible to Emergency Services you are required to keep your physical address information as up to date as possible.  You can do this by contacting our customer care call centre, or online via our ViewBill portal;


·        WXC will keep this information secure, however passing these details to the Emergency Service Organisation however does not result in a breach of privacy;


·        A number of Terms and Conditions have been changed to accommodate the ECC.  Please take the time to familarise yourself with both our General Terms and Conditions and probably more importantly the VoIP Terms and Conditions.  These can be found at https://www.wxc.co.nz/termsconditions/;


·        As part of the ECC, WxC are required to minimise any prank, unintended or otherwise non genuine calls to Emergency Service Organizations, as this takes up valuable time and resources.  Any repeated call found to be non genuine will may result in a fine.  Please note if you are not sure - please do make the emergency call;


·        If you have issues with the call – for example quality problems – please contact WXC as soon as practical after the emergency call;


·        We have provided a small label that you can download and place on your next to your telephone to identify whether the service is compliant or not.  This can be downloaded here.


Some of the other behind the scenes things that you might be interested in are:


-          Emergency calls are given priority in the WXC network.  This means that WXC is ensuring there is sufficient network resource to enable your call.  This in turn provides more assurance that calls made during an emergency are fully supported;


-          WXC provides call quality reporting back to the Emergency Services Organisations across the board.  Part of the code has standards that need to be met in terms of call quality – WXC currently exceeds these measures for all of our customer calls;


-          WXC provides additional information directly to Emergency Service Organisations, even after a call has been concluded.  This information may range from confirmation there was a call, to calling party details, to quality information requests;


-          The Terms and Condition of our products have been altered to make very clear what happens with regards to Emergency calls.


If you have any questions or concerns you can call our Customer Care centre on 0800 123 123 or email service@wxc.co.nz.


 

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