Part 4 of Schedule 2 of the Telecommunications Act 1997 sets out the rules for telcos.
You must also follow the rules in the Telecommunications (Emergency Call Service) Determination 2019, the Integrated Public Number Database Code and the IPND Data Industry Guideline.
We monitor and enforce telco 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
- tell 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 phone service for a public number, you must give the number and the associated customer information to the IPND manager, Telstra.
Customers can ask their provider to show them their record in the IPND. You must give your customer their record if they ask you.
Information you must give includes:
- the public number
- the name of the customer
- the name of the telco
- 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 private purposes
- the type of service (for example, fixed, mobile or premium service)
You must make sure the information you give to the IPND manager is at all times correct.
Why you must give information
Telstra manages the IPND under the Carrier Licence Conditions (Telstra Corporation Limited) Declaration 1997.
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:
- the publication of 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 numbers)
We have a checklist you can download to help you give the right information to the integrated public number database.
Our checklist covers 10 important things you should know:
- If you provide a phone service for a public number, you must give the number and the associated customer information to the IPND manager, Telstra.
- Register with the IPND manager to give them information for the database. Telstra provides advice about how to register.
- Make sure the information you upload follows the IPND manager’s rules.
- Make sure you give information that is correct and in the right format.
- Check your corresponding error file after uploading information.
- If information changes, update it in the database by the next business day.
- Make sure you use the database to record each customer’s choice for a listed or unlisted (private) number.
- Be careful not to overwrite the information of other telcos.
- Notify the IPND manager before you upload a large amount of information or change your contact details.
- Read and understand the IPND manager’s information pack.
Make changes to information
Customers may access their information in the integrated public number database and ask you to correct it.
If a customer asks you for their information, you must:
- take certain steps before giving them the information, such as verify their request and identity
- give them the information within 20 business days
If a customer’s information is incorrect, you must change it.
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.