We have developed this practical and printable IPND checklist for carriage service providers (CSPs) to help you meet your obligation to provide public number customer data to the Integrated Public Number Database (IPND). It is critical that CSPs provide accurate and timely customer information to the IPND. Incorrect or incomplete data can delay emergency response to Triple Zero (000) calls, hinder national security and law enforcement investigations, and mean the wrong information appears in public number telephone directories.
Remember too that the ACMA regularly conducts checks to see if CSPs are complying with their IPND obligations, so make sure you know—and follow—what you should do.
Download your A4 wall copy of the checklist.
More detailed information on how you can follow the 10 IPND commandments is outlined below:
1. CSPs providing a service with a public number MUST provide customer data to the IPND:
- If you’re a CSP providing a carriage service with a public number to an end user, you MUST provide customer data to the IPND.
- This is a requirement in the Telecommunications Act 1997 (Part 4 of Schedule 2). Whether you’re providing a fixed-line, mobile phone, VoIP or mobile internet service, you must provide your customer data to the IPND Manager—Telstra.
- Significant penalties can apply if you fail to meet this obligation.
- Data must be provided to the IPND before the next business day after starting to supply a service.
- Telstra’s carrier licence conditions and the IPND Code require that the IPND contains certain information about each public number of a customer of each CSP.
- The ACMA monitors and enforces compliance with the IPND requirements through a program of audits and investigations to continuously improve IPND data accuracy.
- IPND information is used in different ways to help with a range of services.
- Critical IPND users use IPND information to protect life and property, and to investigate serious crime. Critical IPND users are:
- the emergency call services
- the emergency warning system
- national security and law enforcement agencies.
- Non-critical IPND users include:
- authorised public number directory publishers
- authorised researchers for electoral, health and government policy research.
2. Register with the IPND Manager to provide data to the IPND:
- Under its carrier licence conditions, Telstra manages the IPND and all technical requirements for receiving data from CSPs. The ACMA does not accept data to include in the IPND.
- A third party can provide data on your behalf but you must still register with the IPND Manager, and responsibility for the quality of your customer data rests with you as the CSP.
- To register your intent to provide data to the IPND, go to IPND Manager’s website at www.telstra.com.au/ipnd.
- The IPND Manager will give you a CSP code and Data Provider code to uniquely identify your customer data in the IPND. These codes must be used with each customer record when uploading data to the IPND.
3. Ensure uploaded data meets the IPND Manager’s requirements:
- Data and files are required in certain formats—this minimises the chance of errors and helps to ensure information is accurate and reliable. Check the following documents:
- Undertake rigorous testing prior to deploying any changes to systems that provide data to the IPND – this can be done in the IPND test environment.
4. Ensure IPND data is accurate and provided in the correct format:
- The IPND must contain certain information about each public number of a customer of each CSP, including:
- name (individual/business)
- service address of customer (this is not the CSP name or downstream provider name and address). The alternate Address Flag field should be set to ‘True’ if the service may not be at the customer’s service address recorded in the IPND; for example, when using nomadic services such as VoIP
- whether the service is listed or unlisted
- directory address if it is a listed entry.
- Address validation software should be used to ensure accurate address information is provided to the IPND and to minimise the occurrence of soft errors.
- The IPND Technical Requirements and the IPND Data Industry Guideline provide guidance on populating individual fields.
5. Check your corresponding error file after uploading customer data:
- Each time after uploading a file of customer data to the IPND, check the corresponding error file to ensure the file has been processed successfully—the IPND Manager does not send you an email to identify these. This is the only way to know if your file has successfully uploaded to the IPND and also that it contains no ‘soft errors’.
- A range of different soft errors may occur, such as invalid or missing data in certain fields. Each type of soft error is identified by a particular code (see the IPND Technical Requirements).
- A ‘hard error’ will mean that your file will not have uploaded to the IPND.
- Investigate errors and upload corrected data where necessary to the IPND within:
- one business day for hard errors
- two business days for soft errors.
- Contact IPND Technical Support if you have any problems in uploading the correct data.
6. Update your IPND data by the next business day:
- For new customers or changes to existing customer data, updates to the IPND are required by the end of the next business day.
- Take action when data users (such as the emergency call person or authorised public number directory publishers) flag that particular IPND records may have errors.
- Educate your customers about keeping their personal information up to date. A change of address is particularly critical for emergency service purposes.
7. Ensure each customer’s choice for a listed or unlisted number is recorded in the IPND:
- Your customers must be given a choice of either a listed or unlisted (silent) number.
- Ensure your customers are aware of how their personal information in the IPND may be used and that having a listed number will mean their name and address will be published in authorised public number directories (in addition to the White Pages directory).
- A customer’s choice must be accurately reflected in the IPND, so silent numbers and the customer’s associated details are not inadvertently published in an authorised public number directory.
8. Be careful not to mistakenly overwrite IPND data of other CSPs:
- Incorrectly overwritten data can have serious consequences. This can be a greater risk if you’re uploading or refreshing bulk records to the IPND.
- Reconcile your customer records with those in the IPND on a periodic basis.
- Ask the IPND Manager for a snapshot of your records in the IPND and check them against your own customer records.
- Review the Changed Data Provider report (available on the first day of each month in your download directory), which provides information about lost and gained services, to ensure accidental overwriting has not occurred. This is especially important when CSPs have ‘cleansed’ their database and are uploading, or refreshing, bulk records to the IPND.
9. Notify the IPND Manager before large data uploads and changes to your contact details:
- Take into account reasonable file sizes for transmission and a maximum of 10 files per day.
- Each single file should not exceed 100,000 records.
- Large amounts of data being uploaded simultaneously can have an impact on IPND data users, such as public number directory publishers.
- Failing to keep contact details current with the IPND Manager may mean you’re not informed about important IPND updates, planned or unplanned outages and other important IPND-related information.
10. Read and understand the IPND Manager’s Information Pack:
- Access the pack at www.telstra.com.au/ipnd.
- For technical and practical queries about uploading data to the IPND, contact IPND Technical Support. All other general queries can be emailed to the IPND Manager mailbox at firstname.lastname@example.org.
- For help in understanding your IPND legislative and regulatory obligations, contact the ACMA at email@example.com.