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Legal

Acceptable use policy

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Purpose and scope

This policy sets out the rules for using the voice services provided by [To be confirmed: registered company name], trading as Khaltrix, including SIP trunking, cloud PBX and virtual numbers (together, the “services”). It protects our customers, the people they call, the carriers we interconnect with and the integrity of the telephone network.

This policy forms part of each customer’s service agreement. It applies to the customer and to everyone who uses the services through the customer’s account, including employees, contractors, systems and, for resellers, their end customers. The customer is responsible for all use of its account, whether or not it authorised that use.

Prohibited uses

You must not use the services, or allow them to be used:

  • to make, receive or facilitate calls or messages that are unlawful in the country where they originate or terminate, or that breach the rules of a telecommunications regulator;
  • for fraud or deception of any kind, including scams, impersonation of organisations or individuals, and attempts to obtain personal, financial or account information under false pretences;
  • to present a caller ID (calling line identity) that you are not authorised to use, to spoof or alter caller ID to mislead the called party, or to withhold or manipulate caller ID where the law requires it to be presented;
  • to make unsolicited marketing calls, automated or pre-recorded calls (robocalls) or calls using an automatic dialler contrary to the telemarketing, consent, do-not-call or calling-hours rules that apply where the call is made or received;
  • to harass, threaten, abuse or intimidate any person, or to make nuisance or silent calls;
  • to transmit material that is unlawful, defamatory, obscene, or that infringes another person’s intellectual property or privacy rights;
  • to evade lawful interception, sanctions or other legal obligations, or to conceal the true origin of traffic; or
  • to resell, sublicense or otherwise provide the services to third parties unless you have a written reseller agreement with us that permits it.

Traffic and network integrity

The following practices damage carriers and other customers and are prohibited:

  • Artificially inflated traffic, including generating calls to premium-rate, high-cost or revenue-sharing numbers in order to earn a share of the termination revenue.
  • Traffic pumping and similar arrangements designed to inflate call volumes or exploit interconnection or termination charges.
  • Interference with the network, such as flooding our platform with SIP requests, scanning or probing our systems, attempting to bypass authentication, or sending traffic that is malformed or designed to disrupt service.
  • Misrepresenting traffic, for example by routing international calls so that they appear to be domestic, or sending traffic types that your agreement does not cover.
  • Exceeding agreed limits on concurrent calls, call rates or destinations in a way intended to avoid controls we have put in place.

Customer responsibilities

Securing your systems

Toll fraud, where criminals gain access to a phone system and use it to place high-value calls, is a significant risk for any business connected to a voice network. Customers are responsible for the security of their own equipment and accounts, including:

  • keeping PBX software, firmware and operating systems up to date with security patches;
  • using strong, unique passwords for SIP credentials, extensions, voicemail and administration interfaces;
  • restricting access to SIP and administration ports with firewalls and IP allow-lists where supported;
  • disabling or restricting international and premium-rate dialling that you do not need, and setting sensible channel and spending limits;
  • keeping credentials confidential and changing them promptly if they may have been exposed; and
  • monitoring call records and telling us immediately if you suspect unauthorised use.

Charges for calls made through your account are payable by you, including calls resulting from unauthorised access to your systems, unless your service agreement provides otherwise.

Complying with the law

You are responsible for complying with the laws that apply to your calls in every jurisdiction where you operate or call, including laws on telemarketing and consent, call recording and notification, data protection, caller identification and number use. Where you record calls, you must give any notice and obtain any consent that the applicable law requires. We do not provide legal advice on these matters.

You must provide accurate information about your organisation and intended use when requested, keep it up to date, and use numbers we assign in line with the rules of the relevant numbering authority, including any address or identity requirements.

Resellers and end customers

Where we agree in writing that a customer may resell the services, the reseller remains responsible for all traffic it sends to us and must:

  • carry out appropriate know-your-customer checks on its end customers, keep records of them, and provide those records to us when lawfully requested;
  • pass on obligations at least as protective as this policy to its end customers;
  • investigate and act promptly on any abuse report we pass on; and
  • not send us traffic from end customers that it knows, or should reasonably suspect, breaches this policy.

Emergency calls

You must not make false or nuisance calls to emergency services, or configure systems so that they generate test or automated calls to emergency numbers. Where emergency calling is supported on a service, you must provide and keep up to date the location or address information required for those calls. Any limitations on emergency calling are set out in your service agreement, and you must make users aware of them.

Monitoring and enforcement

We monitor traffic patterns and call records to protect the network and our customers, for example to detect unusual spikes in international or high-cost calls. Monitoring is carried out in accordance with applicable law and our privacy policy. We are not obliged to monitor all use and are not responsible for traffic that you send.

If we reasonably believe that this policy has been breached, or that an account has been compromised, we may:

  • contact you to investigate and require corrective action within a set time;
  • block specific destinations, numbers or traffic types, or reduce channel limits;
  • suspend the affected service, immediately and without notice where necessary to prevent fraud, harm or damage to the network;
  • terminate the service in accordance with your service agreement; and
  • where we are required or permitted to do so by law, report suspected unlawful activity to, and cooperate with, law enforcement agencies, regulators and other carriers.

The specific notice periods, remedies and any charges that apply are governed by your service agreement: [To be confirmed: enforcement procedure and notice periods].

Reporting abuse

If you believe our services are being used for nuisance calls, fraud, caller ID spoofing or another breach of this policy, please report it to [To be confirmed: dedicated abuse reporting address] or, until that address is available, to sales@khaltrix.com. Include the date, time and time zone of the call, the calling and called numbers, and a description of what happened. We will review each report, although we may not be able to share the outcome because of confidentiality obligations.

Changes to this policy

We may update this policy to reflect changes in law, regulatory requirements, industry practice or our services. The date at the top of this page shows when it was last updated. Changes apply to existing customers in the way set out in their service agreement. See also our website terms of use.