1. Purpose and Scope
This policy governs voice communications across PSTN and internet-based telephony (VoIP), including
customer support calls, verification fallback calls, and operational call workflows.
2. Types of Calls
- Security/Verification Calls: one-time passcode fallback when SMS delivery is unavailable.
- Service Calls: account assistance, support, and operational notifications.
- Outbound Campaign Calls: only when lawful basis and documented consent requirements are met.
3. Consent and Calling Rights
- Users are responsible for providing phone numbers they control.
- Where consent is required by law, we capture and retain it before placing non-security calls.
- Users may revoke optional communications consent at any time.
- Carrier rates may apply.
4. Recording and Monitoring
Calls may be monitored or recorded for quality, training, fraud prevention, and compliance as permitted by
applicable law. Where required, recording consent language is presented at call start.
5. VoIP and Internet Calling Controls
- Voice providers are vetted for security, availability, and legal compliance.
- Call workflows use encrypted transport where supported and available.
- Access to call-management tools is role-based and audited.
- Emergency calling behavior depends on provider and network capability; users should not rely solely on app-based calling for emergency services.
6. Abuse Prevention
- Robocalling, spoofing, harassment, and unlawful call campaigns are prohibited.
- We may suspend communications privileges where abuse, fraud, or policy violations are detected.