CRTC launches tests, reporting rules after emergency alert glitches

Complaints about the national emergency alert system have prompted the CRTC to launch a smartphone testing program, as well as requiring wireless providers to report on how alerts are distributed, documents obtained through access to information show. Complaints about the system included smartphones issuing a “loud audible alarm” despite being on airplane, silent or do not disturb modes, according to the Oct. 2 briefing note for CRTC chairman Ian Scott. It said that while the regulator has been telling complainants to put their phones on silent to avoid loud alarms from the alerts, this “resulted in a number of frustrated callers who have indicated that they have, or cannot, set their smartphones on silent settings and that this does not effectively solve the problem.” The note said it’s possible that the issue only affects some phones, but “it is not clear which phones are causing the overriding sounds to be generated, and under what setting conditions.” It proposed a testing program that the CRTC would hold jointly with Innovation, Science and Economic Development (ISED) Canada and Communications Research Centre Canada (CRC). CRTC spokesperson Patricia Valladao confirmed in an email that the testing is planned for this winter, with a report expected in the spring. The note said the CRTC had received conflicting information about the problem, saying that information “from service providers on the effects of alerts on devices they sell is not consistent with information being received by complainants.” “Client Services have been obtaining information on phone types and models, which has helped narrow where the problem lies, but it is not comprehensive and relies on unvalidated data from the specific complainant.” The CRTC would be responsible for sourcing 10 smartphones and conducting the testing, while ISED/CRC would provide the testing facility, obtain measurement and test tools, and provide technical support, the briefing note said. It estimated the cost of obtaining the phones would be around $8,000, though it noted the cost is expected to be lower, and that the CRTC IT department already had some of those phones in stock. “There may also be a need to obtain specific software to generate the signal necessary for the test, which is estimated at $7.5K,” it added. “Results of the test will be used to establish a baseline and adjust the CRTC standard response. This information will also be shared with our government and industry partners so that they can adjust their public responses related to sounds from smartphones.” That hasn’t been the only issue with the emergency alerts that’s emerged since the wireless alert system was launched in 2018. Most recently, an Ontario–wide alert about an incident at the Pickering Nuclear Generating Station was sent by mistake Sunday, while the first emergency alert tests were marred by errors. Following a tornado in the Ottawa area in the fall of 2018, it emerged that those in charge of the wireless alerts system had overestimated how many Canadians had compatible phones that allow them to receive the alerts. In 2017, the CRTC ordered wireless providers to implement the National Public Alerting System (NPAS) system, which is run by Pelmorex Corp. A separate briefing note also shows that Scott directed CRTC staff to look into problems with the emergency alerts following a second tornado in the Ottawa area, in June 2019. The resulting briefing document noted that issues surrounding the alerts “garnered significant media attention and generated multiple complaints from the public,” including about the language of the alerts, “tardiness” and in some cases receiving no alerts at all. The note said the CRTC then asked distributors for information to determine the causes of those problems. One of the issues, in which initial alerts were interrupted or truncated by successive alerts, was caused by the alerts being issued quickly one after the other, the briefing note said. “In some cases, the previous alert would resume afterwards and in other cases, it would be overridden entirely. This has the potential to cause confusion and uncertainty for the recipients of the messages,” it outlined. The note said that while looking into the issue, the CRTC became aware of a gap in reporting to the commission by the broadcasters, TV providers and wireless carriers responsible for distributing the alerts. It said that “current reporting does not provide enough information on the issues encountered… in the distribution of the alerts,” and that requiring additional information in annual returns would enable Public Safety Canada and the CRTC “to identify flaws in the system and make improvements for future alerting, rather than only reacting to complaints.” The CRTC spokesperson confirmed in an email that distributors of the alerts are “being required as part of their annual report to provide additional details related to how actual and test alerts have been distributed to Canadians through their systems.” — With reporting by Anja Karadeglija at akarad@thewirereport.ca and editing by Adam Langenberg at alangenberg@thewirereport.ca

CRTC launches tests, reporting rules after emergency alert glitches

News | January 16, 2020

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CRTC launches tests, reporting rules after emergency alert glitches

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