Acceptable Use Policy

This policy protects the network, other customers, and the people your business calls and is called by. It forms part of your agreement with EsyDial under the Customer Terms. A material breach of this policy is a material breach of the Customer Terms.

1. Lawful business use only

The service may be used only for the legitimate business communications of the business named in your account. You must comply with all applicable laws when using the service, including:

• Privacy and surveillance laws, the Privacy Act 1988 (Cth), the Telecommunications (Interception and Access) Act 1979 (Cth), and the listening-devices and surveillance laws of your state or territory, which govern recording and monitoring calls;
• The Spam Act 2003 (Cth), commercial electronic messages (including SMS) may be sent only with consent, with accurate sender identification and a working unsubscribe facility;
• The Do Not Call Register Act 2006 (Cth), if you use the service for any telemarketing, you are responsible for washing your lists against the Do Not Call Register and honouring opt-outs; and
• ACMA rules on calling-line identification, you may present a number as your caller ID only if you are entitled to use it.

If you make any telemarketing calls through the service (the service is not designed for campaigns, but even occasional sales calls count), the ACMA Telemarketing Industry Standard applies and you must:

• call only in permitted hours: weekdays 9am to 8pm and Saturdays 9am to 5pm, local time at the number called, and never on Sundays or national public holidays;
• promptly tell the person your name, your business's name, and the purpose of the call;
• present a caller ID the person can call back;
• end the call promptly, and courteously, if the person asks; and
• honour every do-not-call request against your own records as well as the Register.

2. You must not

• use the service to harass, threaten, defame, mislead or defraud anyone, or to transmit unlawful content;
• originate or facilitate scam, phishing or social-engineering calls or messages, or calls or messages that impersonate another person or organisation;
• transmit content that is sexually exploitative, that abuses or endangers children, or that incites violence or hatred;
• record, monitor or analyse calls in breach of clause 10 of the Customer Terms, or attempt to disable or work around the consent announcement or caller opt-out mechanisms;
• resell, sub-license or white-label the service, or make it available to anyone other than your own business, without our written agreement;
• generate artificial or automated call, message or chat traffic (including robocalls, autodialler campaigns, traffic pumping, or scripted volume designed to exploit allowances);
• use the service as a bulk outbound telemarketing or SMS-marketing platform, it is not designed or licensed for that;
• attempt to probe, breach or circumvent security, authentication, rate limits or tenant isolation, or access another customer's data;
• reverse engineer the service or use it to build or benchmark a competing product;
• trunk or forward numbers we supply into a PBX or another platform to carry multiple simultaneous calls, or otherwise use the service as a wholesale carriage input;
• misuse phone numbers, including slamming, spoofing caller ID, or supplying false regulatory or identity information; or
• use the service in connection with emergency-service, life-safety or other applications where a failure of the service could lead to death, personal injury or severe damage, beyond ordinary business telephony (see the Emergency Calling (000) Notice).

3. Messaging rules

Where your plan includes SMS (or other messaging) to your callers and customers:

• send only messages the recipient would expect from your business (confirmations, follow-ups to their own enquiry, requested links), with consent where the Spam Act requires it;
• honour opt-outs promptly, and carry them through to any connected system you export contacts to;
• messages send from a phone number. Do not ask us to send from an alphanumeric sender name unless it is registered on the ACMA SMS Sender ID Register; and
• bulk or campaign messaging is not part of the service (see section 2).

Traffic on our network also passes over upstream carriers, whose messaging and voice policies apply to it. Where an upstream policy is stricter than this one, we may require you to comply with it, and we will tell you when that is the reason.

4. Fair use

Included allowances are sized generously for a real venue's normal use. If usage looks automated, resold, or far outside normal business use, we will contact you to agree a suitable plan before taking any action. We never cut off a line without warning, except in the limited immediate-suspension cases in clause 15 of the Customer Terms.

5. Security and abuse controls

We operate anti-fraud controls including geographic calling restrictions (Australia and New Zealand by default), destination allowlists, and device-level credentials that can be revoked individually. Contact us if your business genuinely needs to call other destinations. Attempting to defeat these controls is a breach of this policy.

6. Consequences

If you breach this policy we may, acting reasonably and in line with clause 15 of the Customer Terms: require you to remedy the breach; suspend affected features or devices; suspend the service; or terminate for material breach. You are responsible under clause 19 of the Customer Terms for third-party claims arising from your breach.

To report abuse of the EsyDial network, contact info@esydial.com.