"The questions initially were around an extended delay in our EMS," said Curtis Brochu, public-safety manager. "The reality is the delay is due to the voice-over-Internet phone provider not able to connect the caller in this case back to public-safety communications.
An investigation into a botched 911 call that a family believes contributed to their 18-month-old boy's death is blaming the Internet phone provider.
The family waited in vain for help at their Calgary home late last month while paramedics were rushing to an old address here in Mississauga.
The report, released Friday by Calgary Emergency Medical Services and the city's 911 dispatch centre, suggests the care of 18-month-old Elijah Luck may have been hindered by the family's voice-over-Internet provider, Comwave, not having up-to-date address information for the family.
The family made the distress call through VoIP phone after the toddler woke up having seizures, but the call never made it to Calgary's emergency dispatch centre, according to the Globe and Mail.
Elijah, who was born prematurely and suffered health problems, later died.
An investigation by Calgary EMS and Public Safety Communications determined the VoIP provider did not transfer the caller or the request for an ambulance.
VoIP providers do not trace calls back to a specific address, so their operators often rely on customers to provide the right contact information. They then route 911 calls to their own call centre, look up the address on file, and give that information to the nearest 911 operator.
Comwave president Yuval Barzakay said customers need to ensure their contact information is correct, so the correct address is provided to emergency officials.
The boy's aunt, Sylvia, said she immediately called for help after he woke up and began having seizures April 29.
She hung up after many rings with no answer, but an operator called back and said that help was being sent right away. Then the line was disconnected.
After about 20 minutes spent waiting for an ambulance, the aunt rushed outside and began banging on doors until she found a neighbour who called 911.
But by the time paramedics arrived, it was too late to revive the toddler.
onlinenews@mississauga.net
