Please refer to our Terms and Conditions at www.premierchoicetelecom.com/terms.
1.1. You must read this Fraud Protection Policy carefully. It forms part of the Agreement between you and us and accordingly you are bound by its terms.
1.2. You are responsible for the use of any Services we provide to you including use by any other person whether or not you authorised or were aware of that person using the Services.
1.3. We may take any of the actions specified under clause 14 of the terms and conditions including terminating or suspending the Services if you do not comply with the terms as set out.
1.4. We may amend, modify or replace this Fraud Protection Policy at any time by amending the relevant page on our website. You are responsible for checking the page from time to time to take notice of any changes we make, as they are legally binding on you. Some of the provisions contained may also be superseded by provisions or notices published elsewhere on our website or communicated to you in any other way.
2. Fraud Protection Service
2.1. Premier Choice has made substantial investments in the network and services provided which goes beyond the maintenance of customer premise telephone equipment. Please refer to our Maintenance Policy at www.premierchoicetelecom.com/maintenance.
2.2. The service relates specifically to ‘Dial-Through Fraud’ (as opposed to Identity Fraud) and will use real-time high-usage reporting to identify high spends and unusual usage on all Premier Choice customer lines, not just those associated with your telephone system.
2.3. Any unusual usage or spend will be investigated 24/7/365 by one of our engineers and our service will indemnify customers (see clause 2.4.) against any losses sustained by dial-through fraudulent activity unless the services have been used by your employees, agents or representative acting on your behalf.
2.4. Customers will be indemnified for up to £15,000 per site per annum.
2.5. Fraud Protection is charged at £1.50 (plus VAT) per line per calendar month and must be applied to all lines, not just those associated with a telephone system.
2.6. As of 17 July 2017, our Fraud Protection Service is a prerequisite for new customers with any level of Maintenance Cover.
2.7. As of 1 September 2017, our Fraud Protection Service is standard for new customers with Premier Choice lines only (no maintained hardware).
2.8. In acceptance of our terms and conditions, you agree to ensure that at all times there is adequate security and that you maintain full control over your networks and equipment to prevent fraudulent or unauthorised use of the network.
3. Customer responsibilities
3.1. You must install robust and effective security provisions to prevent unauthorised and/or fraudulent use. The following security measures need to be in place:
3.1.1. Access to Communication Rooms should be limited to authorised staff and suppliers.
3.1.2. All voicemail passwords must be bespoke, strong and be changed within a week of any new installation. Passwords should be regularly updated in line with Premier Choice telephony training.
3.2. You must notify us immediately of any illegal, fraudulent or unauthorised use of the services. On receipt of such a notice, we shall use reasonable efforts to suspend or prevent such use by the unauthorised party.
4. Premier Choice preventative methods
4.1. Our Engineers, whether on site or dialling in and programming remotely, leave all new telephone installations secure. Firewalls on routers are locked down as well as voicemail ports and extensions from dialling internationally unless required.
4.2. When our Field Engineers carry out routine visits for other purposes they will re-check the security settings on telephone systems and routers if any Premier Choice changes have been made.
4.3. We provide training and guidance on how to manage passwords for voicemails to prevent third parties dialling in and gaining access to your telephone system to make malicious or unsolicited calls. Please see video training on our website at www.premierchoicetelecom.com/video-faqs.
5. International calling access requests
5.1. If you have placed an international calling bar on your telephony system, and we receive a request from a member of staff for international access, we will require email approval from the Contract Authorised Signee prior to granting access.
6. Opting out
6.1. For customers with Maintenance Cover who entered their contract prior to 17 July 2017, Fraud Protection is not mandatory and these customers were given an opportunity to opt out by 1 August 2017. These customers may still opt out by emailing firstname.lastname@example.org putting their PCT Account Number and “OPT OUT” in the subject of the email. Customers who elect to opt out after 1 August 2017 will only receive a refund for the current month’s bill.
6.2. For customers with Premier Choice lines only (no maintained hardware) who entered their contract prior to 1 September 2017, Fraud Protection is not mandatory and these customers were given the opportunity to opt out by 4 October 2017. These customers may still opt out by emailing email@example.com putting their PCT Account Number and “OPT OUT” in the subject of the email. Customers who elect to opt out after 4 October 2017 will only receive a refund for the current month’s bill.
6.3. Customers without Fraud Protection will be liable for all charges incurred for the use of the services irrespective of whether the services have been used by your employees, agents, representatives acting on your behalf or any unauthorised third parties.
7. Contacting us
7.1. Please call the Service Desk on 020 8300 9495 as soon as is reasonably possible to report any illegal, fraudulent or unauthorised use of the services. This number is charged at a standard national rate by your telephone provider. Please see Premier Choice Terms and Conditions: www.premierchoicetelecom.com/terms.
7.2. Please contact your Account Manager if you would like any further information, to opt in if your previously opted out, or to enquire about obtaining Maintenance Cover.
8. Changes to this policy
8.1. Please refer to section 1.4. above. Our policy was last updated on 5 October 2017.
FAQs can be found at www.premierchoicetelecom.com/fraud/faqs.