[VoiceOps] Handling complaints against customers

anorexicpoodle anorexicpoodle at gmail.com
Mon Jun 21 21:40:13 EDT 2010

While IANAL and anything from this point on should be understood to
reflect only my meandering experience and not any actual facts; that
said, my response to this sort of thing is typically:

1: Is this behavior illegal?

2: Is this behavior forbidden in the TOS?

3: Is this behavior potentially harmful to the network? 

If the answer to all of those was NO, i would politely tell the
complaining party that you are a carrier and do not police the content
of the traffic that crosses your network, and their best bet would be to
file a complaint with their local police dept and/or pursue the issue by
blocking the calls at their carrier (you could of course offer to become
their carrier and block the calls :) )

As always since I don't know the exact scope of the infraction its hard
to say but thats the general thought process I follow when handling
claims of this type. Of course if any of the 3 questions are answered
with yes then your course of action should be self-evident. 

Just remember to take all your local laws and regulations into account
before acting at all, and also since you are a voip carrier also
consider the local laws where the subscriber and complaining party might
be located. 


On Mon, 2010-06-21 at 18:02 -0700, Carlos Alvarez wrote:

> We're a small company and haven't run into this before.  I just got a 
> complaint that one of our customers has been calling a certain number 
> and hanging up.  Other than the obvious, telling the customer to stop 
> it, I'd appreciate any suggestions and thoughts on this.

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