Learn the answers to the most frequently asked questions about Next Generation 9-1-1 (NG911).

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Next Generation 9-1-1 FAQs

What is Next Generation 9-1-1?
Next Generation 9-1-1 (NG911) is a project launched by Canadian Radio-television and Telecommunications Commission (CRTC) in 2016 to modernize the 9-1-1 system.

 

What are the benefits of the NG911 program? 
NG911 will make it possible to provide additional details about emergency situations, leading to safer, faster, and more informed emergency responses. Check https://crtc.gc.ca/eng/phone/911/gen.htm for more information.

 

How does this change affect me?
To support the NG911 program, some provincial governments will charge levy fees to home phone subscribers.

 

Which customers are affected by this change?
All phone customers will benefit from NG911, however, the levy fees only apply in Saskatchewan at this moment.

 

Is this a temporary, one-time, or recurring fee?
This is a recurring monthly fee.

 

When does the fee take effect?
The fee will be in effect starting January 1, 2022.

 

When will I see bill notifications? 
We will send bill notifications starting November 1, 2021.

 

How much is the fee? 

  • $0.00 for Alberta, $0.94 for Saskatchewan. 
  • Disclaimer: because these fees are a levy passed on by the provincial government to customers, these fees are subject to change. Customers will be notified of any changes by bill notification prior to changes taking effect.  

 

How do I identify the NG911 fee on my bill? 
The fee is labelled “Provincial NG911 Levy”. This will be on the second page of your detailed invoice.

 

Is this a rate increase?
No. This is a levy passed on by the provincial government to customers. Shaw only collects the fee and passes it on to support local 911 operations.  

 

Why do I have to pay for enhanced 911 services? I thought they were free/included as a benefit of home phone
The fee to support NG911 infrastructure is imposed by the provincial governments of Alberta and Saskatchewan. You can refer to the following websites for more information:

 

What is this "Upgrade Fee" / "Service Adjustment" on my bill?

  • The "Upgrade Fee/ "Service Adjustment" is a credit.
  • If you were charged any levy fees, we applied the “upgrade fee” on your account to correct the charges, and credit you back. 
  • Billing will resume on your next invoice. 

 

Why do I have a Next Generation 9-1-1 Levy fee on my invoice? 

  • Due to some regulatory changes, we have updated the levy fees on your account. 
  • For Alberta customers, the levy charge has been paused. This resulted in having the fee remain on the account at $0. 
  • For Saskatchewan customers, the levy charge was adjusted downwards to $0.94 (from $1.20). 
  • Customers who have been charged the levy fee on their December invoice will be credited to offset/adjust any charges. This will show up as “Upgrade Fee” or “Service Adjustment” on your invoice. 
  • You should see the credit on the same or the next invoice. 

 

Why am I being charged twice?
If you are in two months advanced billing, you will see two charges.

  • A pro-rated charge for January 1st to your regular billing cycle end date.
  • Your regular monthly invoice.

Let’s take for example, a December 15 bill with an invoice period of January 15 to February 14. Since this bill covers two months (January and February), you will be charged for both months on the same bill.

However, this will only be for the first invoice where we started collecting the levy fee. The succeeding invoices will have one charge.

 

Are other providers also charging this fee to their customers? 
Yes, some providers are also charging this fee.

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