The regulator said that it has grown increasingly concerned that
many VoIP services do not allow emergency services calls and has
decided to act because of the growing popularity of VoIP.
All traditional landline and mobile telephones can call
emergency services for free on 999 and 112 (the emergency number
most used in other EU countries), and it is a condition of their
operation that they do so. Ofcom said the same condition will apply
to VoIP providers from 8th September next year.
"Although most users can reach for another phone to make
emergency calls, a delay of seconds can result in increased harm,"
said an Ofcom statement announcing the change. "Given this risk,
and the recent rapid growth in the use of VoIP services, we
consider it’s time to act."
Some VoIP services already have emergency services calling
capability, but Ofcom said that it had carried out research which
discovered significant consumer confusion about whether or not VoIP
phones could call emergency services. It also found that 64% of UK
VoIP users were with providers that did not offer emergency
calls.
It said that confusion was growing because of changes to VoIP
telephony itself. "Significant developments in VoIP services and
technology meant they were more likely to 'look and feel' like
traditional fixed and mobile phone services and to replace those
services for the mass market in the future," said Ofcom.
Ofcom has previously told operators to place stickers on
equipment or on-screen labels indicating whether or not 999 calls
were possible over a service.
The regulations will exclude 'click to call' functions on
websites, where a user of a site can only call a limited set of
numbers set by the website operators. It also excludes any service
which only allows calls to international numbers.
