Part 4 of Schedule 2 of the Telecommunications Act 1997 sets out the rules for CSPs.
You must also follow the rules in the Telecommunications (Emergency Call Service) Determination 2019, and the Integrated Public Number Database code. The IPND data industry guideline provides useful guidance for complying with your obligations.
We monitor and enforce CSP compliance with the rules.
If we find you're not following the rules, we may:
- give you a formal warning, infringement notice or remedial direction
- direct you to comply with an industry code
- carry out an enforceable undertaking
- start legal proceedings for civil penalties
Information you must give
If you provide a carriage service to a customer using a public number, you must give the number and the associated customer information to the IPND Manager, Telstra.
Information you must provide to the IPND includes:
- the public number
- the name of the customer
- the CSP code you have been given by the IPND Manager
- the service address of the customer
- an alternate address flag to indicate that a service may not be at the customer’s service address (for example, this can apply to calls made from a local service connected to a PABX, or when using services such as VoIP)
- a contact name and number for the customer if the alternate address flag is set to ‘true’
- whether the service is unlisted (private) or listed
- the name and address of the customer to appear in public number directories for listed services
- whether the telephone service is to be used for government, business, charitable or residential purposes
- the type of service (for example, fixed, mobile or data-only service)
You must make sure the information is correct and complete when you give it to the IPND Manager, and that you update it when it changes.
Timeframes for putting data in the IPND are strict – you must upload or update a service the next business day after you start supplying it to the customer, or the customer tells you their information has changed.
Customers can ask for a copy of their record in the IPND. You must give your customer their IPND record if they ask you.
Why you must give information
The database is a critical source of information for emergency services, law enforcement and national security agencies.
The database is also used for non-critical purposes such as:
- publishing public number directories
- electoral, health and government policy research.
Incorrect information in the database can:
- delay emergency responses
- stop phone-based emergency warning systems working properly
- compromise investigations by law enforcement and national security agencies
- mean people publish the wrong information in phone directories (for example, private/silent numbers).
Telstra manages the IPND as a condition of its carrier licence.
Use our IPND checklist to help you give the right information to the IPND.
It is your responsibility to give information about your services to the IPND, whether you provide the data yourself or contract a third-party data provider to do so on your behalf.
Other important things to remember:
- you (or your data provider) must get a complete extract of your IPND data from the IPND Manager at least once every 6 months so you can check it against the information in your own systems
- you (or your data provider) must check monthly Changed Data Provider reports to ensure your services haven’t been incorrectly overwritten by another CSP
- extra guidance on the reconciliation process and interpreting error files is in the IPND Guidance Note.
Customer requests for information
Customers can ask you for a copy of their information in the IPND and you must correct it if it’s wrong.
If a customer asks you for their information, you must:
- verify their request and identity
- contact the IPND Manager to obtain a copy of the customer’s information from the IPND
- give the customer the information within 20 business days.
Make sure you follow the rules when correcting information. For example, if a customer asks you to change the spelling of their name, check the spelling against a form of identification.
You cannot charge a customer for correcting their information.