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Acceptable Use Policy

Last updated: 2 March 2026

1. Purpose

This Acceptable Use Policy ("AUP") sets out the rules and guidelines for using the VoxConnect platform. It is designed to ensure that all users comply with UK law, including telecommunications regulations enforced by Ofcom and data protection law enforced by the Information Commissioner's Office (ICO).

2. Your Responsibilities

As a user of VoxConnect, you are responsible for ensuring that:

  • All use of AI voice agents complies with the Privacy and Electronic Communications Regulations 2003 (PECR), the UK General Data Protection Regulation (UK GDPR), and the Data Protection Act 2018
  • You have obtained all necessary consents and legal bases for processing personal data through the platform
  • Your AI agents do not mislead, deceive, or harass recipients of calls
  • You comply with all applicable Ofcom General Conditions, particularly those relating to numbering, calling line identification, and complaints handling

3. Outbound Calling Requirements

3.1 PECR Compliance

Under the Privacy and Electronic Communications Regulations 2003 (PECR), different rules apply depending on the type of call:

  • Automated marketing calls (including AI voice agents making unsolicited marketing calls) require prior consent from the recipient. This is a strict requirement with no exceptions.
  • Live marketing calls must not be made to numbers registered on the Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) unless the individual has specifically consented to receiving calls from you.
  • Service calls (appointment reminders, delivery notifications, account updates) do not require marketing consent but must still comply with data protection law.

3.2 TPS/CTPS Screening

Before making any marketing calls, you must screen your contact lists against the TPS and CTPS registers. Lists must be screened at least every 28 days. VoxConnect does not automatically screen against TPS/CTPS — this is your responsibility.

3.3 Calling Line Identification (CLI)

Under Ofcom General Condition C6, you must present a valid UK CLI (caller ID) on all outbound calls. You must not withhold or spoof CLI in a way that misleads the recipient. The CLI presented must be a number that can receive return calls.

3.4 Call Frequency

You must not make persistent or repeated calls to a number where the recipient has asked you to stop. Under section 127 of the Communications Act 2003, persistent misuse of a communications network is a criminal offence.

4. Inbound Call Handling

When using AI voice agents to handle inbound calls, you must:

  • Inform callers at the start of the call that they are speaking to an AI-powered system
  • Provide callers with the option to speak to a human operator where the nature of the inquiry requires it
  • Notify callers if the call is being recorded, and obtain consent where required
  • Ensure that the AI agent does not provide misleading or inaccurate information

5. Call Recording

5.1 Legal Requirements

If you enable call recording, you must comply with the Regulation of Investigatory Powers Act 2000 (RIPA), the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000, and UK GDPR. At a minimum:

  • Inform all parties that the call is being recorded at the start of the conversation
  • Have a lawful basis under UK GDPR for recording (typically consent or legitimate interests with a documented balancing test)
  • Include call recording in your privacy notice
  • Implement appropriate retention periods and delete recordings when no longer needed

5.2 Recommended Retention Periods

  • General business calls: 30–90 days unless required for a specific purpose
  • Contractual evidence: up to 6 years (Limitation Act 1980)
  • Financial services: up to 5 years (FCA requirements, if applicable)
  • Complaints: retain until the complaint is fully resolved, including any CISAS adjudication

6. AI Transparency

Under the UK's principles-based approach to AI governance, you are expected to operate AI systems with transparency and fairness. When deploying VoxConnect AI agents:

  • Disclose to callers that they are interacting with an AI system
  • Do not programme AI agents to impersonate real individuals or claim to be human
  • Ensure AI agents can clearly identify themselves as automated systems when asked
  • Maintain human oversight of AI agent behaviour and regularly review call quality

7. Prohibited Uses

You must not use VoxConnect to:

  • Make calls that are illegal, fraudulent, threatening, abusive, or harassing
  • Conduct unsolicited automated marketing calls without prior consent as required by PECR
  • Impersonate any person, business, or government agency
  • Transmit malware, viruses, or other harmful content
  • Interfere with or disrupt the Service, other users, or third-party networks
  • Process special category data (health, biometric, racial/ethnic origin) without explicit consent and a lawful basis
  • Contact emergency services (999/112) using AI agents
  • Use the Service for any purpose that violates applicable sanctions or export controls

8. Enforcement

We reserve the right to suspend or terminate your account if we reasonably believe you have violated this AUP. We may report violations to relevant authorities including the ICO, Ofcom, or law enforcement as required by law.

Penalties for non-compliance with UK telecoms and data protection regulations can be severe:

  • ICO fines: up to £17.5 million or 4% of global annual turnover for serious GDPR/PECR violations
  • Ofcom penalties: up to 10% of relevant turnover for breach of General Conditions
  • Criminal liability: persistent misuse of a communications network is a criminal offence under the Communications Act 2003

9. Changes to This Policy

We may update this AUP to reflect changes in law, regulation, or industry best practice. We will notify you of material changes via email or through the platform.

10. Contact

If you have questions about this policy, contact us at compliance@voxconnect.io