Fraud FAQs

Please refer to the full Fraud Policy at www.premierchoicetelecom.com/fraud and our Terms and Conditions at www.premierchoicetelecom.com/terms.

What is fraud protection?

The Premier Choice Fraud Protection Service offers for the first time is to indemnify our customers against dial-through fraud generated by unauthorised third parties.  Fraud committed by your employees, agents or representatives acting on your behalf remains your responsibility and is not covered.

Why has a Fraud Protection Service been introduced by Premier Choice?

Telephone fraud is a serious and growing issue. The UK is within in the top ten countries in the world that ORIGINATE fraud. It’s a problem for everyone particularly outside of normal working hours and around public holidays when there is more time available to hack into a system. Hacking may be inevitable – becoming a victim isn’t. Considerable volumes of calls can be made to Premium Rate numbers in a very short period of time incurring costs that can run into tens of thousands of pounds.

We have always worked to protect our customers but have recognised the need to substantially invest in our network and services to enable us to indemnify our customers.  Our investment now enables us to provide line capping and to identify high spends and unusual usage, therefore going beyond ourcurrent maintenance routines to protect customer premise telephone lines and equipment from fraud.

What do Premier Choice currently do to protect me from fraud?

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 voice mail ports and extensions from dialling internationally unless required.  Additionally, when our Field Engineers carry out routine visits for other purposes they re-check the security settings on telephone systems and routers if any PCT changes have been made.

We also provide you with training and guidance on how to manage passwords for voice mails to prevent third parties dialling in and gaining access to your telephone system to make malicious or unsolicited calls.  There is video training on our website at www.premierchoicetelecom.com/video-faqs.

What can my organisation do to minimise the chances of a fraud attack?

You must install robust and effective security provisions to prevent unauthorised and/or fraudulent use.  The following security measures need to be in place:

  • Access to Communication Rooms must be limited to authorised staff and suppliers.
  • 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.

When my contract is up for renewal will I have to purchase fraud protection?

No, the Premier Choice Fraud Protection Services is optional for our current customers. However, we strongly recommend that our customers take advantage of the protection that this service offers.

If you are an existing customer and have opted out of our Fraud Protection Service we will continue to do our best to protect you against fraud via our Field and Service Desk Engineering maintenance routines for Customer Premises Equipment; we cannot indemnify you against fraud losses.

Ultimately, 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.

Will Premier Choice’s Fraud Protection Service Cover all my lines?

Fraud Protection Services are available for all Premier Choice lines, not just those connected to your telephone system.

How much is the service going to cost me?

Our Fraud Protection Service is charged at £1.50* per line pcm and became effective on 1 August 2017 (for maintained customers) and 1 November (for non-maintained customers).  The service uses 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.  Any unusual usage or spend will be investigated 24/7/365 by one of our engineers and if you participate then our service will indemnify you** against any losses sustained by unauthorised third parties.

*all values mentioned exclude value added tax.

**upto £15,000 per site per annum.

How much am I indemnified for?

We will cover you for upto £15,000 per site per annum.

How and when do I opt out?

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 safe@premierchoicetelecom.com 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.

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 an opportunity to opt out by 4 October 2017. These customers may still opt out by emailing safe@premierchoicetelecom.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.

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.

When did the Fraud Protection Service become effective?

Our optional Fraud Protection Service for maintained customers became effective on 1 August 2017. As of 17 July 2017, our Fraud Protection Service is a prerequisite for new customers with any level of Maintenance Cover.

Our optional Fraud Protection Service for non-maintained customers became effective on 1 November 2017. As of 1 September 2017, our Fraud Protection Service is standard for new customers with Premier Choice lines only (no maintained hardware).

What do I do if my business is subject to fraud?

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.

Please call the Service Desk on 020 8300 9495 as soon as is reasonably possible. This number is charged at a standard national rate by your telephone provider. Please see Premier Choice Terms and Conditions: www.premierchoicetelecom.com/terms.

I have PWAN Services.  Do I need Fraud Protection?

PWAN services provide additional benefits and protection across your broadband connections and supplies the following:

  • PWAN customers with multiple sites are connected without the need for a VPN, offering them better security across multiple sites.
  • PWAN stops your calls going out via the open internet, where they could be at risk, instead they are routed privately and directly to BT Servers.
  • PWAN has a Cisco ASA firewall at its core so every packet is checked (and either dropped or allowed) before it passes through to site.
  • Any changes checked to make sure that sites are not made vulnerable by any maintenance or preventative works – this helps to prevent fraud on SIP.

Combining PWAN with fraud protection offers customer the highest levels against both voice and data protection and hacking by unauthorised third parties.

I’ve changed my mind, how can I enrol my business onto the Fraud Protection Service?

If you are an existing customer and previously opted out of our Fraud Protection Service, you can enrol by contacting your Account Manager who will be able to apply the Fraud Protection Service to your account with immediate effect.