--- title: "Acceptable use policy" description: "What you may and may not do with the Firetone voice platform, covering consent, do-not-call obligations, caller ID, recording and platform abuse." url: https://firetone.com.au/legal/acceptable-use site: Firetone provider: RemotIQ Pty Ltd keywords: "acceptable use policy, do not call register, telemarketing rules, caller ID spoofing" --- # Acceptable use policy A voice platform can do real damage in the wrong hands. This policy sets the limits, and we enforce it. ## Who this applies to This policy applies to every user of Firetone: our direct customers, their agents and administrators, and the end customers of our resellers and white-label partners. If you resell Firetone, you are responsible for your customers' compliance with it. Passing the platform on does not pass on the obligation. ## The rules that actually govern your calling Australian outbound calling sits under several statutes at once. The Do Not Call Register Act 2006 (Cth) governs telemarketing to registered numbers. The associated industry standard sets permitted calling hours, what you must tell the person, and how a call must be terminated on request. The Privacy Act 1988 (Cth) governs the contact data behind the campaign. Recording is separate again: federal interception law and state and territory surveillance devices legislation both bear on it, and the obligations differ by jurisdiction. We give you the controls. Determining which rules apply to your campaign is your responsibility, and it is far cheaper to do before the first run than after a complaint. ## You must not - Call numbers on the Do Not Call Register where the call is telemarketing and no exemption applies - Call outside permitted hours, or ignore a request to stop calling - Present misleading caller ID, or rotate numbers to evade call filtering or attribution - Record a call where the notice or consent that jurisdiction requires has not been given - Run campaigns using contact data obtained without a lawful basis, or bought from an unverified source - Impersonate a person, business or government agency, or misrepresent the purpose of a call ## Also prohibited Beyond calling conduct, the platform must not be used to: - Commit or facilitate fraud, including payment redirection and identity theft - Harass, threaten, or repeatedly contact someone who has asked you to stop - Generate artificial traffic to inflate termination revenue, or to attack a number or service - Probe, scan or interfere with the platform's security, or another tenant's data - Distribute malware, or use the service to gain unauthorised access to any system - Resell raw carriage in breach of the terms of your agreement or your carrier's ## Consent is your obligation, not a platform feature Firetone checks suppression at dial time, records consent state against each call, enforces per-campaign dialing windows, and applies a keypress opt-out immediately across future campaigns. Those mechanisms are real and they work. None of them establishes that you had consent in the first place. That is a determination about your data, your relationship with the person, and the regime that applies to your campaign. The platform records what happened; it cannot make an unlawful campaign lawful. ## Fair use of capacity Concurrency is bounded by your trunks, and campaigns can be allocated a share of it. Do not configure campaigns that knowingly starve your own inbound queues, or that degrade shared infrastructure for other tenants. Where usage patterns threaten platform stability, we may apply rate limits. We will tell you when we do and why. ## Reporting abuse If you believe Firetone is being used to call, defraud or harass you or someone else, write to [abuse contact address] with the number involved, the date and time, and anything else you have. We investigate every report. If a Firetone customer called you and you want the calls to stop, tell us and we will pass it to the customer and record the request. You can also complain to the Australian Communications and Media Authority at acma.gov.au. ## How we enforce this We may suspend a campaign, an account, or an entire tenant where use breaches this policy or exposes us to legal risk. Serious cases — fraud, sustained harassment, deliberate evasion of call filtering — are suspended immediately and without notice. Otherwise we contact you first, explain what we have seen, and give you a chance to fix it. We report conduct to regulators or law enforcement where the law requires it or the seriousness warrants it. ## Changes We update this policy as regulation and abuse patterns change. The date at the top shows when it last changed, and material changes are notified to customers before they take effect. ## Keep reading - [Terms of service](https://firetone.com.au/legal/terms) — The agreement this policy forms part of. - [Privacy policy](https://firetone.com.au/legal/privacy) — How personal information is handled. - [Predictive dialer](https://firetone.com.au/features/predictive-dialer) — The suppression and drop-rate controls referred to here.