Policies and Compliance
How Check Networks handles complaints, outages, emergency calls, scams and priority assistance, and what we ask of the partners who resell our services. Each policy is published under the industry code or standard it names.
Complaints and outages
If something goes wrong
Complaints Handling Process
How to make a complaint, what we do with it, the time periods that apply and your right to go to the TIO.
Read the policy
Network Outage Complaints
How to report a service outage, the default resolution, urgent complaints and the time periods that apply.
Read the policy
Outage Communications Procedures
Who we notify about a network outage, what we tell them, through which channels and when.
Read the policy
Network and numbers
Obligations that flow to partners
Emergency Calls, IPND and Listings
000 over VoIP, what we send to the IPND, and what partners must do to keep service addresses accurate.
Read the policy
Priority Assistance
Our position on Priority Assistance and what partners who offer it can enable on their account.
Read the policy
Scam Calls and SMS
What we do under industry code C661, what we ask of partners, and how to report scam traffic.
Read the policy
Messaging and privacy
Sending SMS and handling personal information
SMS Sender ID Register
The information the Sender ID Register Standard requires us to publish, and how sender IDs are handled on our platform.
Read the policy
Privacy Policy
How we collect, use, store and protect personal information, and how to contact us about privacy.
Read the policy
Network Status
Current and recent outages on our network, updated as each outage progresses.
Read the policy