News
Release
August 9, 2001
CRTC ASSIGNS
ACCESS NUMBER 211 TO PUBLIC
INFORMATION AND REFERRAL SERVICES
OTTAWA-HULL —The
Canadian Radio-television and Telecommunications Commission (CRTC) has
assigned access number 211 to a new, toll free service that will supply
information and referrals about community, social, health and government
services.
The United Way of Canada and a
number of other agencies brought the application for three-digit dialling
access to the Commission last year. In its bid for the access number, the
United Way group was supported by many parties, including municipalities,
regional and provincial governments, local distress centres, Kids Help
Phone, volunteer centres and community medical services.
"Canadians gain in two
ways," says David Colville, chairman of the CRTC. "First, the
211 service will help the public find the right person or agency much
faster. Second, we now have guidelines in place for allocating the
three-digit access numbers."
Access numbers
In North America, three-digit
access numbers are reserved for specific services. Until now, in Canada,
the only access numbers left were 211 and 311. 411 service is used for
directory assistance. 511 has been held in reserve in Canada for access to
Message Relay Service (MRS) by hearing persons to communicate with deaf
persons, and 711 provides access to MRS by the deaf. 611 is used for
telephone repair assistance, 811 is currently reserved for
telecommunications service providers' business offices and 911 is used for
emergency services.
Guidelines for assigning three-digit access
numbers
In mid-2000, the United Way and
the Canadian National Institute for the Blind applied to the CRTC for the
use of three-digit access numbers. In November 2000 the CRTC asked for
public comment on how to make the best use of the unassigned three-digit
access numbers.
Respondents included
telecommunication companies, government representatives, non-profit
organizations, various enterprises and private citizens. Applicants and
other parties took advantage of the opportunity to contribute to the
development of these guidelines.
Taking all the input into
account, the CRTC established the following guidelines for assigning a
three-digit access number:
- There is a compelling need to
serve the broad public interest that would not be satisfied as
effectively or efficiently by other dialling arrangements;
- The number is to a
specific service or services, not to an organization;
- Assigning the number
will serve the broad public interest (including providing access to
the telephone network to disadvantaged individuals or groups);
- The service does not
confer a competitive advantage on those providing it;
- The services reached
by the number are available over a wide geographical area and are
provided for full-time or extended hours; and,
- Where possible, the
number does not pose a conflict with the North American Numbering Plan
and is in keeping the guidelines of the Canadian Steering Committee on
Numbering.
United Way group application
The United Way group applied in
June 2000 for the use of 211 to provide non-commercial, Canada-wide access
to information and referrals.
In its application, the United
Way group said organizations taking part in the information and referral
services would have to meet standards developed by social service agencies
and would have to be endorsed by local government.
Providers of information and
referral services will have specialists to assist callers and a database
of information about community and government services. There will also be
standards for the use of various call centre technologies, access for
people with disabilities and multilingual access.
At first, the service will be
offered 70 hours a week. The aim is to extend this to 24 hours a day,
seven days a week. It is expected that the services will be established
nation-wide over the next ten years.
While access to the 211 service
will be free to the public, long-distance charges will be negotiated with
the carrier and paid for by the information and referral service provider.
Telecom carriers will be responsible for implementing 211 dialling.
The Commission directed parties
involved in implementing 211 access to use the CRTC’s Interconnection
Steering Committee (CISC) to address any technical issues that arise.
CNIB application
While it approved the
application of the United Way group, the CRTC did not approve an
application by the CNIB for a three-digit access number for its
information service.
The CNIB currently operates a
reading and information service for blind and print-impaired persons,
consisting of access to newspapers, magazines, reference and information
services.
The Commission recognizes the
value of CNIB's information service, however it does not meet the
guidelines for assigning three-digit access numbers. CNIB did not
demonstrate that three-digit dialling is necessary for access to its
service, which is currently available via conventional dialling
arrangements. Furthermore, a password would be required for access to the
service, thus limiting its use to specific people. These and other
concerns with the CNIB application were noted by many opposing parties
including some groups representing blind and disabled Canadians.
The Commission encourages
information and referral service providers to assist blind and
print-impaired callers to make effective use of the CNIB's existing
information services.
Reference document: Decision
CRTC 2001-475
- 30 -
General Inquiries:
Ottawa, Ontario K1A 0N2
Tel: (819) 997-0313, TDD: (819) 994-0423, Fax: (819) 994-0218
Toll-free # 1-877-249-CRTC (2782), eMail: info@crtc.gc.ca
TDD - Toll-free # 1-877-909-2782
Media Relations:
Denis Carmel, Tel: (819) 997-9403, eMail: denis.carmel@crtc.gc.ca
Copies of today’s documents
are available through our Internet site (http://www.crtc.gc.ca)
or by contacting the public examination room of any CRTC office. These
documents are available in alternative format upon request.
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Date Modified: 2001-08-09
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