Customers will have to sign a document saying that they
understand that access to emergency services numbers will not be
available during power cuts on VoIP services, and labels to that
effect must be placed on equipment to be sold, according to new
rules from Ofcom.
Providers must also now comply with a consumer protection code
of practice according to the rules, which are the result of a
three-year consultation process.
VoIP services are not available during power cuts because they
depend on the operation of an internet-connected machine more
complex than a normal telephone. VoIP telephony is the sending of
phone signals in information packets over data networks rather than
over dedicated voice lines.
The regulations were greeted with some hesitation by the
industry body representing UK VoIP providers, the Internet
Telephony Service Providers' Association (ITSPA). "Although they
are broadly acceptable, ITSPA is wary that the detail of the new
rules may have unfortunate implications for UK businesses and
consumers," said the body in a statement.
"Members have expressed a number of fundamental concerns with
the statement," it said. "VoIP will be subject to a stricter
regulatory framework than any other technology within the UK
telecommunications industry. These new regulations will be
particularly hard to enforce against providers who are based
overseas, but market their services within the UK. This will be a
significant threat to the UK consumer, who may not be aware of the
disparity."
The
Association also said that the regulation would cost its members
money, and that this could put it at a competitive disadvantage
compared with competitors based overseas who are not subject to
Ofcom's regulation.
Ofcom said in its statement announcing the regulation that the
VoIP sector was an important one, and was bound to become even more
significant.
"VoIP services continue to have a greater and greater impact on
the UK communications sector. Over the last year, a range of new
services has been launched and uptake has increased significantly,"
it said. "In time, VoIP services have the potential to offer
significant new benefits to consumers, including more competition
and choice, lower prices and new services such as second lines and
nomadic services."
VoIP providers are not required to ensure that customers can
always have access to emergency services such as police, fire or
ambulance services in the same way that mobile and traditional
telephone companies are.
Ofcom said that as part of the consultation process a number of
respondents expressed concern that leniency on VoIP firms on this
issue was leaving customers at risk of not being able to contact
emergency services. Ofcom agreed, and said it will investigate a
change to those rules.
"We have completed initial research that suggests that there is
potential for [customer] detriment," Ofcom said. "Therefore, we
will consult on whether, and if so how, certain VOIIP services
should be required to offer emergency services access. In assessing
the need for any new requirement, we will continue to carefully
consider the impact of such regulation on market entry, innovation
and competition. This consultation will take place this
summer."
