VoIP Service Terms

Uniconnect Networks Inc. — Terms of Service

These Terms of Service govern all services provided by Uniconnect Networks Inc. (“Uniconnect”, “we”, “us”) to its customers, including VoIP telephone service. Effective date: May 2, 2026.

By signing a service order, activating service, or using any Uniconnect service, the Customer agrees to these Terms. These Terms, together with the Customer’s service order and any service schedule, form the entire agreement between the Customer and Uniconnect (the “Agreement”).

1. Definitions

1.1 “Customer” means the person or organization named on the service order, and includes anyone using the Services through the Customer’s account.

1.2 “Services” means the services Uniconnect provides under the Agreement, including VoIP Service, hosted business phone systems, network and structured cabling, access control, home automation, and installation and support services.

1.3 “VoIP Service” means Uniconnect’s voice over Internet Protocol telephone service, including telephone numbers, desk phones, softphone and mobile applications.

1.4 “Equipment” means any telephone set, adapter, router, controller or other device supplied by Uniconnect.

1.5 “Registered Address” means the physical service address the Customer provides to Uniconnect for each telephone number, used to route 9-1-1 calls and dispatch emergency responders.

1.6 “PSAP” means a Public Safety Answering Point, the emergency call centre that answers 9-1-1 calls for a given area.

1.7 “Emergency Call Centre” means the third-party call centre that receives certain VoIP 9-1-1 calls and transfers them to the appropriate PSAP.

2. Services

2.1 Uniconnect will provide the Services described in the Customer’s service order, with reasonable skill and care.

2.2 VoIP Service depends on the Customer’s Internet connection, electrical power and on-site network. Uniconnect does not guarantee that the VoIP Service will be uninterrupted or error-free, and call quality may be affected by factors outside Uniconnect’s control.

2.3 Uniconnect may use third-party carriers, platforms and service providers, including for 9-1-1 call routing, to deliver the Services.

2.4 Uniconnect may change or improve the Services, provided the change does not materially reduce the Services the Customer has ordered. Uniconnect will give at least 30 days’ notice of any material change.

2.5 Telephone numbers assigned to the Customer may be ported to another provider at the Customer’s request, in accordance with CRTC local number portability rules.

3. Customer Account and Responsibilities

3.1 The Customer must give Uniconnect accurate and complete information, including a valid Registered Address for every telephone number, and keep it up to date.

3.2 The Customer is responsible for all use of the Services through its account, including calls and charges made by its employees, guests or other users.

3.3 The Customer must keep account passwords, voicemail PINs and device credentials secure, and notify Uniconnect promptly of any unauthorized use. The Customer is responsible for charges resulting from unauthorized use, including toll fraud, caused by its failure to secure its systems.

3.4 The Customer must provide Uniconnect with reasonable access to its premises to install, maintain or repair Services and Equipment.

3.5 The Customer must inform all users of the VoIP Service of the 9-1-1 limitations described in Section 7.

4. Fees, Billing and Payment

4.1 The Customer will pay the fees set out in its service order, plus applicable taxes (GST/HST/PST) and any regulatory or 9-1-1 fees.

4.2 Recurring fees are billed monthly in advance. Usage charges, such as long distance, are billed monthly in arrears.

4.3 Invoices are due within 30 days of the invoice date. Overdue amounts bear interest at 1.5% per month (19.56% per year), or the maximum allowed by law if lower.

4.4 The Customer must raise any billing dispute in writing within 60 days of the invoice date. Undisputed amounts remain payable.

4.5 Uniconnect may change its rates on at least 30 days’ written notice. Rates fixed for a contract term will not increase during that term.

5. Equipment

5.1 Equipment that is rented or loaned remains Uniconnect’s property. The Customer must return it in good condition, normal wear excepted, within 15 days after service ends, or pay its replacement cost.

5.2 Equipment the Customer purchases becomes the Customer’s property once paid in full. Manufacturer warranties pass to the Customer. Uniconnect warrants its installation workmanship for 12 months.

5.3 The Customer must not tamper with, reprogram or move Equipment in a way that affects 9-1-1 service without first updating its Registered Address under Section 7.

5.4 Uniconnect supplies 9-1-1 warning stickers with VoIP Equipment. The Customer must place a sticker on or near every telephone set that uses the VoIP Service.

6. Acceptable Use

6.1 The Customer must not use the Services to:

• break any law, including the CRTC Unsolicited Telecommunications Rules and Canada’s Anti-Spam Legislation
• make harassing, abusive or fraudulent calls or messages
• spoof caller ID or misrepresent the origin of a call
• resell the Services without Uniconnect’s written consent
• interfere with Uniconnect’s network or other customers’ use of it
• make false or test calls to 9-1-1

6.2 Unlimited calling plans are for normal business use. Auto-dialing, call centre, or continuous call-forwarding use requires a plan designed for it.

7. 9-1-1 Emergency Service

7.1 VoIP 9-1-1 is different. The Customer acknowledges that 9-1-1 service provided with the VoIP Service works differently from traditional telephone 9-1-1 service and has the limitations described in this Section 7.

7.2 How 9-1-1 calls are handled.

• For a telephone number used at its Registered Address in the local area of that number, the 9-1-1 call is routed to the PSAP serving the Registered Address, and the Registered Address and telephone number are provided to the PSAP where technically possible.
• For a number used outside its local area, or a phone or softphone used away from its Registered Address, the 9-1-1 call is first routed to a third-party Emergency Call Centre. The call taker will ask for the caller’s location and then transfer the call to the appropriate PSAP.

7.3 When 9-1-1 may not work. 9-1-1 calls may fail, be delayed, or be routed to the wrong emergency centre if:

• there is a power failure at the Customer’s premises
• the Customer’s Internet or broadband connection is down, congested or degraded
• the Customer’s Equipment or network is not working or is misconfigured
• the Customer’s account has been suspended or disconnected
• the phone or softphone is used at a location other than its Registered Address and the address has not been updated
• the Registered Address is incorrect or incomplete

7.4 Registered Address. The Customer must provide and keep current the Registered Address for each telephone number. Before using a phone or softphone at a new location, the Customer must update the Registered Address by calling 604-235-1965 or emailing service@ucni.ca. An update may take up to 24 hours to take effect.

7.5 Notification and consent. Before VoIP Service is activated, Uniconnect will notify the Customer of these 9-1-1 limitations, and the Customer must give express consent acknowledging that it understands them. Uniconnect will not activate VoIP Service without that consent.

7.6 Informing users. The Customer must inform all employees, occupants, guests and other potential users of the VoIP Service of these 9-1-1 limitations, and must keep the 9-1-1 warning stickers supplied by Uniconnect on every telephone set.

7.7 Alternate means. If the Customer is not comfortable with these limitations, Uniconnect recommends that the Customer keep a traditional landline or a mobile phone available for emergency calls.

7.8 Limitation of liability for 9-1-1. To the extent permitted by law, Uniconnect Networks Inc., its affiliates, and its third-party 9-1-1 and network service providers are not liable for any loss, damage, injury or death arising from:

• the inability to access or complete a 9-1-1 call due to a power failure, Internet or broadband outage, network congestion, or equipment failure;
• the routing of a 9-1-1 call to an emergency centre other than the one nearest the caller;
• incorrect location information resulting from the Customer moving the device or failing to update its Registered Address; or
• suspension or disconnection of the Customer’s account.

This Section 7.8 does not apply where the loss results from Uniconnect’s gross negligence or wilful misconduct.

7.9 Indemnity. The Customer agrees to indemnify and hold harmless Uniconnect, its affiliates and its third-party 9-1-1 providers against any claims by third parties, including users of the Customer’s VoIP Service, arising from the 9-1-1 limitations described in this Section 7.

7.10 Changes to 9-1-1 service. 9-1-1 service in Canada is moving to Next Generation 9-1-1 (NG9-1-1). Uniconnect will update its 9-1-1 service and these Terms as required by the CRTC, and will notify Customers of any change that affects how 9-1-1 works.

8. Limitation of Liability (General)

8.1 Except as set out in Section 7.8 for 9-1-1, Uniconnect’s total liability to the Customer for any claim arising from the Services is limited to the fees the Customer paid for the affected Service in the 12 months before the claim arose.

8.2 Uniconnect is not liable for indirect, incidental, special or consequential damages, including lost profits, lost revenue, lost data or business interruption, even if advised of the possibility of such damages.

8.3 Uniconnect is not liable for failures caused by events beyond its reasonable control, including power outages, Internet or third-party carrier outages, natural disasters, fire, labour disputes, or acts of government.

8.4 For a service outage caused by Uniconnect that lasts more than 24 consecutive hours, the Customer may request a pro-rated credit of the monthly fee for the affected Service. This credit is the Customer’s sole remedy for the outage.

8.5 Nothing in these Terms limits any liability that cannot be limited or excluded under applicable law.

9. Term, Suspension and Termination

9.1 The Agreement starts on the date service is activated and continues for the term in the service order. If no term is stated, service is month-to-month.

9.2 Either party may end month-to-month service on 30 days’ written notice. If the Customer ends a fixed-term service early, it must pay the early termination fee stated in its service order, which will not exceed the remaining monthly fees for the term.

9.3 Uniconnect may suspend or end the Services if the Customer fails to pay an undisputed amount within 15 days after a written reminder, breaches Section 6, or uses the Services in a way that threatens Uniconnect’s network or other customers. Where possible, Uniconnect will give notice before suspending service.

9.4 Suspension or termination ends 9-1-1 access through the VoIP Service. The Customer must arrange another means of calling 9-1-1 before service ends.

9.5 On termination, the Customer must pay all amounts owing and return any rented Equipment. The Customer may port its telephone numbers to another provider before service ends.

10. Privacy

10.1 Uniconnect collects, uses and discloses personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA), applicable provincial privacy law and the CRTC’s customer confidentiality rules.

10.2 Uniconnect discloses the Customer’s name, telephone number and Registered Address to 9-1-1 providers, PSAPs and emergency services as needed to route and respond to 9-1-1 calls.

10.3 Uniconnect does not otherwise disclose confidential customer information without the Customer’s express consent, except as required or permitted by law.

11. General Provisions

11.1 Complaints. The Customer should first contact Uniconnect customer service with any complaint. If a complaint about telecommunications service is not resolved, the Customer may contact the Commission for Complaints for Telecom-television Services (CCTS) at www.ccts-cprst.ca.

11.2 Changes to these Terms. Uniconnect may update these Terms by posting a new version on its website and giving at least 30 days’ notice of any material change. Changes to Section 7 will also be sent directly to the Customer.

11.3 Regulatory requirements. These Terms are subject to the Telecommunications Act and applicable CRTC decisions. Where they conflict, the regulatory requirement prevails.

11.4 Governing law. These Terms are governed by the laws of British Columbia and the federal laws of Canada that apply there.

11.5 Assignment. The Customer may not assign the Agreement without Uniconnect’s written consent. Uniconnect may assign it to an affiliate or successor on notice.

11.6 Severability. If any part of these Terms is found invalid or unenforceable, the rest remains in effect.

11.7 Contact.

Uniconnect Networks Inc.
Unit 108 – 13060 80 Ave, Surrey, BC V3W 3B2
Phone: 604-235-1965 · Email: service@ucni.ca · Website: ucni.ca