Acceptable Use Policy
This policy protects customers, callers, carriers, the public network and VoxaLink. It applies to direct customers, resellers, API clients, and anyone who uses the services through those accounts. It is part of the Customer Terms and the Reseller Agreement.
Contents
1. Who must comply
If you are a direct customer, you are responsible for your end users. If you are a reseller, you are responsible for your end customers and their end users. You must flow this policy down and take reasonable steps to enforce it.
2. Prohibited use
You must not use the services, or allow them to be used, for:
- illegal, fraudulent, deceptive, misleading, abusive, harassing, threatening, discriminatory, exploitative or harmful communications
- scam calls, phishing, smishing, robocalling without lawful consent, caller-ID spoofing, unauthorised sender IDs, wangiri-style traffic, traffic pumping, short-duration abuse, or artificial inflation of usage
- emergency hoaxes, interference with emergency services, misuse of public safety services, or misleading anyone about emergency availability
- unlawful telemarketing, e-marketing, SMS marketing, Do Not Call Register breaches, spam, missing unsubscribe facilities, or campaigns without adequate consent records
- attempting to bypass rate limits, authentication, routing controls, credit controls, channel caps, fraud controls or security monitoring
- collecting sensitive personal information, payment-card data, health information, biometric information or identity documents unless the collection is lawful, necessary and approved for that use case
- infringing intellectual property, or transmitting malware or other harmful code
- using the services in a way that unreasonably interferes with other customers or with a carrier's network.
3. Traffic quality
You must not send traffic that breaches carrier policies, destination rules, CLI requirements, spam rules or traffic-quality obligations. You must not present a CLI or sender ID you are not entitled to use. You must not use a number as a callback lure. We may apply fair-use controls, channel caps, destination blocks, do-not-originate blocks and spend limits. A plan described as unlimited is still subject to this policy and to any fair-use statement in the Critical Information Summary.
4. AI voice and automation
- AI agents must not impersonate a human in a way that is deceptive or unlawful, and must not be used for scam, phishing or unsolicited telemarketing.
- AI agents must include recording, AI-assistance or privacy notices where required for the use case.
- AI agents must have a safe fallback or human escalation path for complaints, distress, emergencies, regulated advice, account cancellation, financial hardship and high-impact decisions.
- You must test agents before production use and monitor live calls for unsafe, inaccurate or unauthorised behaviour.
5. Enforcement
We may investigate traffic, request evidence of consent, identity, rights of use or authority, block destinations, rate-limit traffic, suspend services, rotate credentials, report abuse, or terminate services where we reasonably believe this policy has been breached. We may do that without notice where delay would increase harm, and we may do it on suspicion of scam or spam as set out in the Scam, spam and disruption policy. Where we reasonably can, we will tell you what we have done and what we need from you.