Liquid Home Phone Fair Use Policy

March 14, 2020
  1. This policy is designed to protect the quality and integrity of the Liquid Home VoIP network and in doing so ensure all customers receive fair and equitable  access. The policy specifically relates to usage of flat rate calls and free calls. We may use on our Fair Use Policy in circumstances where the customer usage of call charges that form part of a pricing plan or promotional offer is deemed to be excessive or unreasonable. We retain the right to vary the terms of the Fair Use policy at our discretion from time to time.
  2. Excessive use: We consider excessive use to be a call duration of more than 180 minutes per call where a ‘flat rate’ applies, or four times the duration of our average user (which ever is greater) and a regularity of calling that indicates that the service is not being used for residential or business use only. If customer use of the plan is excessive or unreasonable we will contact the customer by phone or email, using the contact details provided to us. If after our request the usage continues at a similar level we may change the customer to our Starter plan or an appropriate business plan, then charge the customer at the rates for that plan and backdate charges to when we made contact.
  3. Unreasonable Use: Without restricting what is meant by ‘unreasonable’ we will supply the service for the purpose of you making and receiving calls on our network for your personal or business use. We consider unreasonable use of the service to be:
    • Using the service for business purpose, that is reselling voice access to other parties.
    • If you use a device that reroutes calls to/from our network or the network of another supplier.
    • Wholesale any service on our network.
    • In contrast to the above sub-clauses we may in our absolute discretion give our consent to this type of behaviour, subject to conditions and in writing.
    • We further consider customer use of the service to be unreasonable if the customer reduce or limit the ability of other customers to access our network as you:
      •  Engage in the bridging of conference calls;
      • Use the service to link two or more communication devices together for the


purposes of providing a permanent or semi-permanent circuit;

  • Use the service for any other purpose than the predominant function of person-to-person voice communication.
  • Without reducing or restricting our rights under the Telecommunications. Regulations, where we consider customer use unreasonable we may:
    • Suspend customer access to that offer, or
    • Suspend or cancel the service.
Should a customer be found to be in breach of any of the provisions of this policy, Liquid Home shall immediately and without any prior warning or notice given disconnect service and there will be no refunds.
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