Ofcom says VoIP providers must offer access to 999

Ofcom today published proposals to require certain types of Voice over Internet Protocol (VoIP) service providers to allow users to call 999 by early 2008.

This follows research revealing that as many as 78% of VoIP users who cannot use their service to call 999 thought they could, or did not know whether they could.

Ofcom proposes that any VoIP service allowing users to make calls to ordinary phone numbers must also offer access to 999.

Ofcom wants to ensure that users of mainstream VoIP services do not suffer as a result of trying to dial 999 using a service that does not offer them access. If they had to then locate an ordinary landline or mobile phone, users might face a delay of seconds or minutes in getting through to emergency services, which could prove critical.

Some VoIP providers – for example, BT and Vonage - already allow users access to 999. For other VoIP providers, Ofcom estimates the cost of allowing their users to call 999 is likely to be around ninety pence per household per year.

VoIP code of practice

VoIP offers consumers many benefits including the prospect of cheaper calls and access to valuable new services such as call handling and unified messaging. The number of households who say they have used VoIP telephony has grown rapidly; from around 1.2 million households at the end of 2005 to around 2.4 million households at the end of 2006 and such growth is likely to continue.

In February 2006 Ofcom consulted on its approach to regulating VoIP services. Several respondents, including government departments and the emergency services, voiced concern about possible harm that could come to VoIP users who are unable to contact 999 using that service.

As a result, in March 2007, Ofcom put in place a code of practice that requires all VoIP providers to make it clear to consumers whether or not their service includes access to emergency services. It also signalled its intention to carry out further work to determine whether to require certain VoIP providers to offer access to emergency services.

The code of practice would continue to apply under the proposals published today.

Confusion and lack of access

Ofcom’s research shows that only 64% of UK households with VoIP use a supplier that provides 999 access.

VoIP services are increasingly adopting the look and feel of traditional telephones, which increases the risk of confusion as to whether or not users have access to 999.

There are four main types of VoIP services:

‘Peer-to-peer’ services that make and receive calls to other PCs and connected devices (Type 1);

‘VoIP Out’ services which allow users to make calls to ordinary phone numbers but not receive them (Type 2);

‘VoIP In’ services which allow users to receive calls from ordinary phone numbers but not make them (Type 3); and

Full-service VoIP which allows users to make and receive calls to and from ordinary phone numbers (Type 4).

Under Ofcom’s proposals, providers of types 2 and 4 services would be required to offer access to emergency services.

Unlike other telecoms services, VoIP is not bound by national borders. That is partly why these measures are reflective of current initiatives underway across the EU. Ofcom is working closely with other European regulators to ensure that VoIP providers enjoy the maximum degree of regulatory consistency possible.