Internet Telephony Services Misuse Policy

This policy applies to all customers who purchase Internet telephony services from Telappliant (such as telephone numbers, SIP trunks, call minutes) for resale purposes or for conducting outbound calling operations, such as call centres.

Policy Statement

Telappliant is committed to ensuring that our services are used responsibly and in accordance with legal and ethical standards. Misuse of our services, including making or facilitating nuisance calls, is strictly prohibited. We are also committed to preventing valid telephone numbers from being misused to facilitate scams.

For the purposes of this policy, a “scam” is defined as a dishonest scheme or fraudulent activity designed to deceive individuals or businesses. This includes, but is not limited to:

  • Impersonation Scams: These occur when a scammer pretends to be a legitimate organisation, such as a bank, a government agency, or a service provider, in order to trick individuals into providing personal or financial information.
  • Investment Scams: These involve false promises of high returns on investments to lure individuals into parting with their money.
  • Technical Support Scams: In these scams, fraudsters claim to be from tech support and convince individuals that their computer has a problem that can be fixed for a fee.
  • Prize Scams: These scams trick individuals into believing they have won a prize, but they must pay a fee or provide personal information to claim it.
  • Advanced Fee Fraud: This type of scam involves asking individuals to pay a fee upfront for a service or benefit that is never provided.

We expect all customers to refrain from participating in or facilitating such activities. Any misuse of our services for scam activities will be considered a violation of this policy and will be subject to enforcement actions as outlined in the “Enforcement” section of this policy.

Due Diligence

Customers falling into our Scope may be asked to undergo a vetting process at our discretion before being allowed to use our numbers. This process, if deemed necessary, includes validating their business legitimacy, understanding their intended use of the numbers, and checking references or past complaint records if applicable.

Terms of Agreement

By becoming a customer of Telappliant, individuals or entities implicitly accept and agree to abide by the terms outlined in this agreement. This includes a commitment to use our services responsibly and in accordance with all applicable laws and regulations. Customers further agree not to use the services to make or facilitate nuisance calls or to misuse valid telephone numbers, including to facilitate scams as defined in the “Policy Statement” section of this policy.

The agreement also states that any misuse of our services can result in enforcement actions, including but not limited to warnings, suspension of services, termination of this Agreement, and legal action.

Monitoring and Reporting

Telappliant will maintain an ongoing monitoring and reporting system to identify and investigate any potential misuse of our services. We encourage customers and the public to report suspected misuse to us. As the administrator of the telephone numbers we provide, we have rules in place that set out the responsibilities on those transferring and using numbers. We are committed to ensuring these rules are adhered to and will take appropriate action in response to any reports of misuse.

Registration with Preference Services

For businesses conducting outbound calls, we strongly advise, and may require, registration with the Telephone Preference Service (TPS), Corporate Telephone Preference Service (CTPS), and Fax Preference Service (FPS). This registration provides businesses with access to screening data against a list of consumers and businesses who have registered with these services. Access to these lists helps businesses reduce the risk of being reported for unsolicited calls, thereby promoting responsible use of our services and adherence to legal and ethical standards.

Prohibition of Number Swapping

Swapping of allocated telephone numbers for new ones is not permitted. Once a telephone number is allocated to a customer, it is intended for their exclusive use throughout the contract period and cannot be exchanged for a different number. This policy is in place to maintain the integrity of our services, ensure the traceability of numbers, and prevent potential misuse. Any requests to swap an allocated number for a new one will be declined.


Any report of misuse will be promptly investigated. If a customer is found to be in violation of our policy, immediate action will be taken, which may include warnings, suspension, termination of the agreement, or legal action if necessary.

Review and Updates

This policy will be reviewed and updated regularly to keep up with changing regulations and industry standards.

Training and Awareness

All our employees will receive regular training on this policy to ensure awareness and compliance. This policy serves to protect the integrity of our services, the interests of our customers, and our reputation. We are committed to ensuring our services are used ethically and responsibly.

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