Internet phones have become a very popular way to reach people, but callers may experience problems with the 911 service that comes with it.

Some users of voice-over-internet protocol (VOiP) telephone services — which use a high-speed internet connection to place calls instead of a traditional telephone network — could encounter dangerous delays when making 911 calls.

With a regular phone network, 911 calls go directly to the right 911 dispatch centre. Furthermore, each call provides automatic address and telephone number information to make certain help will find callers, even if they are not able to speak.

These 911 features aren't available with internet telephone services. 

With internet phones, 911 calls go first to a third-party call centre operator, before being transferred to dispatchers in their location based on information users provide when they sign up for the services. That means callers may be sent to the wrong dispatcher if their personal information has not been updated with the internet service provider.

As well, if a caller is unable to speak, or if the call is disconnected, the operator may not have automatic location information to give to 911 dispatchers.

In one incident, it took dispatchers 20 minutes to figure out where to send paramedics for a seven-month old baby who was sick, the CBC has learned.

These technical limitations prompted Toronto Emergency Services to issue a public safety advisory to users Thursday.

The Canadian Radio-television and Telecommunications Commission said it is studying the recommendations that were submitted to the telecommunications regulator several weeks ago relating to internet 911 phone calls. It is expected to make a decision within the next two months.