Emergency Services Policy

To comply with Ofcom’s General Condition A3.2(b) and ensure the safety of our customers, VoIP and SIMs provides uninterrupted, free-of-charge access to the UK emergency services (999 / 112) on all our VoIP digital landline services. This policy explains your rights, our obligations, and important limitations you need to understand.

1. Scope & Applicability

This policy applies to all VoIP digital landline services—including OmniLine, OmniLine CloudNumber, Omni Communicator S and related “Trio” or multi-device plans—sold by VoIP and SIMs (Beacon Communications Ltd).

2. Free Emergency Calls

  • No Charge: Calls to 999 and 112 are free, regardless of your credit balance (for prepaid bundles) or account standing.
  • Unrestricted Access: Emergency calls are available 24/7.

3. Location Information

  • Registered Address: When you activate your VoIP service, you must provide a valid UK address. This address is submitted to the emergency services to help locate you if you dial 999 / 112.
  • Accuracy Requirement: It is your responsibility to keep this address up to date. If you move premises, update your address immediately via your online portal or by emailing support@omnicom.uk
  • Technical Feasibility: We will submit your registered address to the emergency services system in the standard format. Real-time device location (e.g. GPS) is not supported—only the address you register can be passed on.

4. Service Limitations & Risks

  • Internet & Power Dependency: Emergency calls require a working internet connection and power supply. If your broadband or power fails, you will not be able to make 999 / 112 calls via your VoIP service.
  • Address vs. Actual Location: If you use your VoIP app while mobile (e.g. OmniLine CloudNumber on your phone), the call will go out with the registered address, not your current GPS location. This may delay emergency response.
  • Backup Recommendation: Always keep a mobile or landline phone available for emergencies, especially if you travel or frequently change locations.

5. Provider Obligations

  • System Integrity: We test and maintain our network routing to ensure emergency calls connect reliably to the appropriate Public Safety Answering Point (PSAP).
  • Data Submission: We comply with Ofcom’s requirements to send caller location data in line with the European Electronic Communications Code.
  • Enforcement & Reporting: Ofcom may investigate any failure to provide uninterrupted emergency access. We will cooperate fully with any regulatory inquiries.

6. What to Do in an Emergency

1. Dial 999 or 112 from your VoIP handset, desktop or mobile app.

2. Stay on the line and clearly state:

  • Your registered address (as shown in your account).
  • The nature of the emergency and any immediate dangers.

3. If the call fails, immediately try your backup mobile or another available device.

7. Questions & Updates

If you have any questions about this policy or need to update your registered address:

📧 Email: support@omnicom.uk

📞 Phone: 0161 507 7999

Please review this policy periodically. We may update it to reflect changes in regulations or technology. The latest version is always available at voipandsims.com/pages/emergency-services-policy.