999 Emergency Access
Redraw VoIP are a proactive provider of IP telephony services.
Following an OFCOM requirement to allow 999 calling from any IP telephone device, Redraw have been working to ensure that we are compliant with that requirement and liaise with other members of the UK Internet Telephony Service Provider/Operator Community.
Access Emergency Services (999 or 112) via our VoIP Service
Redraw provides access to public emergency call services to all customers within England, Wales, Scotland and Northern Ireland.
When you dial either 999 or 112, your call is routed from our network to national emergency operators who will handle your call. The emergency operator will ask for specific information to correctly transfer your call. You will need to state clearly and promptly the nature of your emergency, your location and phone number, and any other requested information. The emergency operator will then route your call to the appropriate emergency agency, such as:
However, if you use our Service outside of England, Wales, Scotland and Northern Ireland, you will not be able to call emergency services in the country where you are located.
999 Access By Default
When a 999 call is routed in the UK, the Emergency Services operators have access to an emergency database. “Traditionally” this is populated with the name and address of the “line subscriber”.
Because IP telephony users could, by design, be nomadic, It is possible that they may not be at the location in the emergency services database. By default, because aql have no visibility of the end subscriber, Redraw do not apply any location data to 999 calls. This means that in all instances, the emergency caller will be prompted for address information.
Power & Service Outages Can Prevent Access to 999 / 112 Emergency Services
999 / 112 Emergency Services and our general service WILL NOT function during an electrical power or internet provider outage, nor if your Redraw account has been suspended or terminated.
We will be providing VoIP power to homes in our Ethernet To The Home Next Generation Access Network. It is highly recommend that you ensure that you have an alternative means of contacting the Emergency Services such as a mobile phone or a traditional, wired phone plugged into the PSTN.
N.B. It should also be remembered that in the case of a power failure, an ordinary DECT (Walkabout Phone) or wireless phone will similarly fail to work.
Please refer to the 999 / 112 Emergency Services sections of our Terms and Conditions below for important information regarding access to Emergency Services.
Emergency Location Database
Redraw are always willing to work with BT and Ofcom to enable a “best practice” solution for providing location data to the emergency services. Our rollout of this service will be conducted in full consultation and will address:
An expiry time on data and/or a
Location validity period
An option for the declaration of nomadic users
Redraw have dialogue with Ofcom in various aspects of its busness and our customers who have expressed a preference to receiving our mailouts will be kept informed as a matter of course. If you have any specific or urgent questions regarding this important topic, please don’t hesitate to contact us.
Communnication Terms and Conditions
Redraw makes no representation, gives no warranty as to and accepts no liability in relation to your use of the Email Provision, Telecom Services and/or SMS Services the accuracy or quality of information received any person via the Email Provision, Telecom Services and/or SMS Services and/or any loss of or damage to any data stored or transferred via the Email Provision, Telecom Services and/or SMS Services.
By purchasing our Voice over IP (VoIP) telephony services you understand that:
You may not get quality or reliability comparable to a conventional PSTN phone line and specifically, we do not offer any warranty or assurances of same;
The service may sometimes be unavailable as a result of things over which we have no control, for example, the weather, power disruptions and failures of your internet service provider (ISP) or internet connection and you understand that in such circumstances all services (including 999/112 public emergency call services) will also be unavailable.
Connectivity to the public emergency services is subject to the above and the phone number and location details will need to be provided verbally to the operator.
When you use your VoIP service outside of mainland England, Wales, Scotland and Northern Ireland, you may not be connected to the domestic emergency services upon dialling the appropriate emergency number.
Emergency operators and authorities may or may not be able to identify your phone number in order to call you back if the call is unable to be completed, is dropped or disconnected, or if you are unable to speak to tell them your phone number and/or if the service is not operational for any reason, Emergency operators and authorities may also not be able to hold your line open in the event that you hang up.
You agree to inform potential users of the services of the above limitations and you understand and accept that you should always have an alternative means of accessing 999/112 emergency services.
If Redraw suspends or terminates the service you may NOT be able to dial 999/112. In the event that you do not have any remaining credit on your account, you will still be able to make 999/112 calls.
In very limited circumstances, where a specific type of non-voice related service is on the line, you may not be able to port your number away from us and where it is possible, a porting charge may be made.
If your account or telephone number is terminated or suspended for any reason you may not be able to use remaining VoIP credit. No refund of unused VoIP credit will be given. Nor can remaining credit be allocated against outstanding invoices or used as payment for another service.
Inbound fax services may not always be available nor compatible with all sending fax equipment.
Outbound fax services may not be compatible with all document types.
Redraw reserves the right to suspend any SMS account if it remains unused (namely if no outbound messages are sent) for a period of three months and delete any remaining credit balance, without refund. In the case where an account is active but credits remain unused after a period of twelve months or greater, Redrawl reserves the right to remove any unused credits from the balance of the account without refund.
Under normal circumstances one message credit is consumed per message delivery or attempted delivery. We reserve the right to charge internetworking or network termination fees or to deduct messages from an sms account balance of equivalent value to any internetworking or termination fees due. We reserve the right, without notice, to change the number of message credits used per delivery of an SMS message or to charge more than one credit for longer SMS messages.
Message credits are non-refundable under any and all circumstances. In the case of non-delivery, if investigation as to the cause of the non-delivery is required, the customer must agree to pay any administrative charges levied by the delivering mobile network incurred by the investigation. Such charges may be estimated by aql and charged in advance, with any refunds made after the final costs have been levied by the mobile network concerned. In any event, the outcome of such investigations will not result in the refund of any credits relating to failed messages.
Inbound sms : in absence of any other agreement, we reserve the right to suspend any accounts where the amount of incoming or outgoing messages impinges on the provision of services to other users. In such instances the accountholder will be given an opportunity for compliance.
Redraw will use your personal information in accordance with the Data Protection Act 1998. Information about you will be used to process your order and to provide you with the best possible service, including dealing with your queries and sending you information about changes in the our services.
We will not release, offer or sell your personal information to third parties without first seeking your consent, except that you here consent to your personal information being transferred to any third party acquiring substantially all of Redraw’s assets.
The information Redraw holds will be accurate and up to date. You are entitled to ask for a copy of your personal information (for which we may charge a small fee) and to ask Redraw to correct any inaccuracies or update your personal information at any time contacting us at Redraw Internet Quay House, Admirals Way, Docklands, London, E14 9XG by raising a support ticket via our online support portal.
Redraw may need to transfer your personal information to countries that do not provide the same level of data protection as is required in the UK. Redraw will transfer your personal information only in accordance with the relevant provisions of the Data Protection Act 1998. submitting your personal information to Redraw you consent to such transfer.
COMPLAINTS AND DISPUTE RESOLUTION
Redraw are committed to providing excellent service and endeavour to deal with any complaint fairly and within a reasonable period of time. However, should a customer remain dissatisfied with any aspect of our service, they are welcomed to contact us whereupon we will do our utmost to resolve the problem as quickly as is reasonably practicable. We operate a complaints procedure to help ensure that any complaints are dealt with efficiently and to your satisfaction.
If you have a problem with the way we have sold, provisioned or delivered the service to you, you should:
In the first instance, telephone us on 08458620919 or write via email to email@example.com. We aim to respond to you within 24 hours. Please ensure you retain the reference number for your conversation. Our customer service staff will do their utmost to successfully resolve any problems at that point. If, however, your problem cannot be resolved during the phone call, we will agree a course of action with you. If you remain unhappy with the way in which your complaint has been handed in the first instance, you may contact the Customer Service Manager via firstname.lastname@example.org mentioning your case reference number. They will respond and aim to resolve your complaint within 48 hours.
If the Customer Service Manager is unable to resolve the issue to your satisfaction, you may escalate your concern to the Commercial Director and again if unsuccessful, to the Managing Director by emailing email@example.com. In both cases, they will aim to respond to you within 48 hours.
Please note that in all cases, we ask that you mention your incident reference number in all correspondence, and that you work with our management team to resolve your concern. In the unlikely event that your complaint has not been resolved by us to your satisfaction within a period of eight weeks, or if during the process of investigating your complaint you believe the situation has reached a deadlock, you may refer your complaint to CISAS for independent consideration. CISAS will make an independent decision based entirely on the merits of the complaint.
Customers may contact CISAS directly:
24 Angel Gate
or via their website: http://www.cisas.org.uk/