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Emergency Services Information

We provide access to emergency and non-emergency services through our service. Emergency services are available on 999 and 112, whilst non-emergency services include 101, 111, and services starting 116.

Calls made via VoIP to the emergency services including 999, 112 and any other such numbers;
i. are delivered initially to a contact centre, who will confirm the physical address of the caller before connecting them to the relevant emergency service, and
ii. Require that you have power to your VoIP telephone, your internet router and all other intermediary equipment, and also a working internet connection, and
iii. Require that you have completed and returned Appendix A to us, and
iv. Are delivered through the public internet, and therefore may not be handled or routed with the same priority or urgency as emergency calls made via a traditional fixed-line or mobile telephone, and
v. May be subject to a usage charge, and
vi. Must not be made other than in an emergency. Hoax calls and testing of the emergency services call centre is considered misuse and will be subject to a charge.
a. As a result of clause 5d We recommend that calls to the emergency services are made from a mobile or other fixed-line connection, and that a basic telephone that does not require power (i.e. NOT a cordless phone, which DOES require power) is kept connected to your fixed line connection for such emergency use.

If you will rely solely on our voice service and therefore do not have any other access to make emergency calls in the event of a power cut, or are otherwise considered ‘at-risk’ of such an eventuality, please let us know so we can ensure our obligations under Ofcom’s GC3 are met. This means providing a no-cost method by which you can make emergency calls in the event of a power cut for a minimum of 1 hour.

For the avoidance of doubt, you may request that we provide this facility even if you would not be considered at-risk – however we may charge for providing this facility.

We have 2 possible solutions for at-risk users – one based on a VOIP battery backup and one based on a provided mobile service.

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