1. Introduction
DialSync Solutions provides voice services that reach end users in the United Kingdom. Where our Services are used to originate, transit, or terminate calls in the UK, we comply with the Communications Act 2003 and the regulatory framework administered by the Office of Communications ("OFCOM"). This page summarizes our OFCOM-facing policies and the obligations we place on customers using our UK routes.
2. Persistent Misuse (Section 128)
OFCOM's policy on persistent misuse of the network prohibits, among other things, silent and abandoned calls, repeated nuisance calling, and certain forms of automated dialing. Customers using our UK termination services must comply with OFCOM's Revised Statement of Policy on the Persistent Misuse of an Electronic Communications Network or Service.
Specifically, customers must:
- Keep abandoned-call rates at or below 3% of live calls per campaign per day.
- Play an OFCOM-compliant information message within 2 seconds of the called party answering an abandoned call, including caller identity, purpose, and an opt-out number.
- Maintain an answering-machine detection (AMD) false-positive rate below 3%.
- Avoid calling the same number more than once in a 24-hour period as a result of AMD.
- Retain records sufficient to demonstrate compliance for at least six months.
3. Calling Line Identification (CLI)
All calls originated through DialSync UK routes must present an accurate, valid, and dialable Calling Line Identifier in accordance with OFCOM's CLI guidelines and General Condition C6. CLI must:
- Be a number that uniquely identifies the caller.
- Be a number that can be called back, terminating either to the caller or to a service that handles return calls.
- Not be a number for which the caller does not have authorisation to use.
- Not be a non-allocated, premium-rate, or revoked number.
DialSync screens UK-bound traffic for invalid, unallocated, or DNO numbers and may block or down-rate non-compliant traffic.
4. TPS and CTPS Filtering
Customers using our UK termination for direct marketing calls must screen target lists against:
- The Telephone Preference Service (TPS) for consumer numbers.
- The Corporate Telephone Preference Service (CTPS) for business numbers.
- Their own internal Do-Not-Call lists.
DialSync offers TPS/CTPS filtering as an add-on service, with daily list refresh and real-time pre-dial filtering. Filtering does not substitute for any consent or lawful-basis requirement under PECR or UK GDPR.
5. Privacy & Electronic Communications (PECR)
Customers conducting marketing campaigns to UK numbers must comply with the Privacy and Electronic Communications Regulations 2003 (PECR). In particular:
- You must have a lawful basis under UK GDPR for processing the called party's data.
- You must respect the TPS/CTPS unless you have specific prior consent to call a registered number.
- You must offer a clear and free opt-out on every marketing call.
- Automated calling systems ("robocalls") require explicit prior consent from the called party.
6. Number Portability & Allocation
DialSync supports UK number portability through its licensed UK carrier partners. Customers requesting porting of UK numbers must provide a valid Letter of Authority and supporting evidence of ownership. Porting timelines and fees are governed by OFCOM's General Conditions and our carrier partners' processes.
7. Emergency Calls (999/112)
Where DialSync provides services that allow outbound calling from UK-allocated numbers and the service is reasonably capable of accessing the public emergency network, we route emergency calls (999 and 112) to the appropriate Public Emergency Call Service. Customers must ensure that their end users are informed of any limitations on emergency calling.
8. Complaints Handling
If you have a complaint relating to our UK Services, please contact us at support@dialsyncsolutions.com. We will acknowledge complaints within 2 business days and aim to resolve them within 8 weeks. Where you remain dissatisfied, you may have the right to refer the matter to an Alternative Dispute Resolution scheme or, where applicable, to OFCOM.
9. Cooperation with OFCOM
DialSync cooperates fully with OFCOM investigations, information requests, and traceback exercises. Customers who originate persistent misuse or other non-compliant traffic on our UK routes will be suspended and may be permanently terminated. We will share information with OFCOM and our UK carrier partners as required by law.
Contact Us
If you have any questions about this OFCOM Compliance, please contact us:
DialSync Solutions
30 N Gould St Ste R
Sheridan, WY 82801, USA
Email: support@dialsyncsolutions.com
Phone (US): +1 (332) 265-2728 · WhatsApp
Phone (UK): +44 7462 097922 · WhatsApp