Ofcom promises fair treatment for VoIP users

 

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By Maggie Holland

Posted on 29 Mar 2007 at 14:22

The communications watchdog, Ofcom, is stepping in to make sure that VoIP customers are protected in the same way as users of other telco services. The move follows public consultation on the issue.

It has now taken additional steps to ensure that voice over Internet protocol (VoIP) operators are bound by a similar regulatory framework to their traditional communications peers.

From June this year, all VoIP service providers will have to ensure that they provide users with access to key information about their services such as whether emergency service calls access is included, power supply dependencies, directory assistance or itemised listing availability and whether or not they can keep the same number if they switch providers.

The regulatory code announced today follows a public consultation launched in 2006 and is designed to help users make more informed purchasing decisions, according to the watchdog.

It decided to step in and protect users because of the increasing popularity of VoIP as a cheaper alternative to other calling methods - particularly for VoIP to VoIP calls - and the fact that there could be as many as three million people using this technology by the end of this year.

'Ofcom continues to see VoIP services as an important element in the overall communications market,' said the regulator in a statement.

'As the market develops further, we intend to continue to review and adapt regulation to ensure that citizens and consumers continue to benefit to gain the full benefits from VoIP developments.'

If, once aware of service offerings and limitations, users opt to take up a service that is dependent on an external power supply or doesn't offer emergency call access, VoIP players are obligated to do certain things.

For example, they must ensure that they have some kind of proof that the customer acknowledges what they have and haven't signed up for, such as a tick in the relevant box.

Also, they must label the capability of the service both for physical and virtual equipment, in addition to reiterating that emergency calls are unavailable by playing an announcement each time someone attempts to make such a connection.

Ofcom says it recognises that lack of emergency services call access may have a negative impact on some consumers - a theory that was backed up by consultation responses.

As a result, it plans to take another look at this area later this year and consult on whether, and how, emergency services calls access might be made a mandatory requirement in the VoIP world.