VoIP Fair Use Policy

• This policy is designed to protect the quality and integrity of the VoIP network and in doing so ensure all customers receive fair and equitable access.  The policy specifically relates to usage of flat rate calls and free calls included on the following VoIP plans:

  • National

  • World

  • Home Plus

  • Mobile Plus

• We may depend on our Fair Use Policy in circumstances where your usage of ‘flat rate’ or ‘free’ untimed call charges that form part of a pricing plan or promotional offer is deemed to be excessive or unreasonable.
• We retain the right to vary the terms of the Fair Use policy at our discretion from time to time.

Excessive use

• We consider excessive use to be a call duration of more than 180 minutes per call where a ‘flat rate’ applies, or four times the duration of our average user (which ever the greater) and a regularity of calling that indicates that the service is not being used for residential use only.
• If your use of the plan is excessive or unreasonable we will contact you by phone or email, using the contact details you have provided to us. If after our request your usage continues at a similar level we may change you to our Starter plan or an appropriate business plan, then charge you at the rates for that plan and backdated to when we made contact.

Unreasonable Use

• Without restricting what is meant by ‘unreasonable’ we will supply the service for the purpose of you making and receiving calls on our network for your personal or business use.

• engin will consider unreasonable use of the service to be:

  • Using the service for business purposes.
  • If you use a device that reroutes calls to/from our network or the network of another supplier.
  • Wholesale any service on our network.

  In contrast to the above sub-clauses we may in our absolute discretion give our consent to this type of behaviour, subject to conditions and in writing.

• We further consider your use of the service to be unreasonable if you reduce or limit the ability of other customers to access our network as you:

  • engage in the bridging of conference calls;
  • use the VoIP service to link two or more communication devices together for the purposes of providing a permanent or semi-permanent circuit;
  • use the VoIP service for any other purpose than the predominant function of person-to-person voice communication.

• Without reducing or restricting our rights under the SFOA, where we consider your use unreasonable we may:

  • suspend your access to that offer, or

  • suspend or cancel your service.

Immediately and without any prior warning or notice given to you.