AVOXI and its customers must follow local regulations to use phone numbers legally and ensure voice service stability. This often requires submitting proper identification to the local regulatory body or carrier. Failure to provide this information can lead to the phone number being disconnected by regulators or carriers.

AVOXI provides a comprehensive, easy-to-use solution within its platform for customers to ensure they properly submit required regulatory documents, with no configuration or coding required. Please use the Frequently Asked Questions (FAQ) below for more information regarding these regulations, the necessary steps for compliance, and the reasons behind them.

Phone Number Regulatory Requirement Questions 

What type of phone number best suits my needs?

First, establish the country where you need the phone number in the AVOXI online shopping cart. Next, review the “additional information” displayed to understand that country's specific regulatory demands. This will help determine which numbers you qualify for, considering your location and available documentation.

Have phone number regulations changed recently?

Phone number regulations are becoming stricter globally due to increased misuse, national security concerns, and demand for numbers. From time-to-time, this leads countries to update or strictly enforce rules, focusing on verifying the identity and location of phone number users. Ultimately, these regulations aim to confirm who uses a number and where. AVOXI, its customers, end users, and providers ensure numbers are assigned and used according to the relevant country's regulations.

Does this enforcement apply solely to AVOXI customers? Is it being implemented due to spam originating from the AVOXI Genius platform?

No, these regulatory requirements result from global enforcement of both new and existing regulations. Nations worldwide are seeking greater control over their communication infrastructures. All communication companies, including AVOXI, must adhere to these regulations. Providers and end customers who fail to comply risk having non-compliant end-user phone numbers disconnected by national regulatory bodies without prior notice, regardless of the provider.  To protect its entire network of customers, AVOXI strictly prohibits space and abuse, limiting itself and its customers to regulatory risk.

Why does AVOXI require address and identity information for phone numbers when other providers do not?

Numerous countries are intensifying their monitoring of telephone number utilization, a standard that AVOXI anticipates will soon be universally mandated for all service providers, extending beyond the current scope of AVOXI's compliance.

Which countries have new regulations, and what are the specific requirements for each?

AVOXI regularly updates the country-by-country requirements in our online shopping cart, which outlines the regulatory phone number requirements to help you maintain compliance and avoid service disruptions.  For continued service, providing the necessary documentation for each country where you operate phone numbers is crucial. These regulatory requirements exist to verify the user of a phone number and their geographic location. In essence, regulatory agencies need to know the identity and location of the end user—the person or business who utilizes the phone number for calls. Understanding these regulations and providing the required information will keep your numbers active.

Can a trial account with regulatory phone numbers be activated without the required documentation?

Phone number regulatory compliance is mandatory from the moment they are activated. Therefore, trial accounts using phone numbers with regulatory requirements cannot be set up without the necessary documentation. However, numbers in countries with less stringent requirements may be an option. If the required number type is unclear, contact your account representative or AVOXI Support via the Console or Help Center for clarification.

Do documents expire?

Yes, some required documents do have an expiration period. See below for further information:

• The validity of business registration documents must comply with specific country regulations.
• For address verification (non-government IDs like utility bills or rent receipts), we prefer documents dated within three months of submission, unless a specific country requirement dictates otherwise.
• Other supporting documents should ideally be dated within one year of submission to ensure we have the most current information about your company.

It is recommended that you consult our cart for the most up-to-date documentation required.

Can I use documents I've already uploaded previously, or do I need to upload them again?

Yes, you can reuse previously uploaded documentation when creating a new Regulatory Bundle.

• Individual/Business Information: During the Regulatory Bundle creation process, select the "Select existing individual/business information" option. A table will display eligible options. Choose the desired entry and click "Select & Save".
• Supporting Documentation: When adding supporting documents, click "Select existing supporting document" and choose from the table. Only documents that meet the current regulatory requirements will be shown.

Important Note: If your supporting documentation is over one year old, you must upload new documents.

Can documentation of a local address be substituted with a P.O. Box or virtual address?

Proof of local address cannot be a P.O. Box or virtual address. Documents displaying either of these will not be accepted.

Document Management Questions 

Where can I find the regulatory requirements for virtual numbers? 

AVOXI's regulatory requirements are based on a combination of sources, including requirements from our carriers, direct communication with regulatory bodies, the interpretation of AVOXI's legal counsel, industry best practices, and experience with government and law enforcement requests.

What is AVOXI doing to make regulatory compliance easier for me?

We're significantly investing in automated compliance systems to streamline processes. Several are already live, and many upcoming improvements include upfront regulatory requirement identification, an enhanced order status experience, and auto-documentation upload from the library and submission. 

What are my options if I want to keep my phone number in a specific country but don't fulfill the necessary criteria?

If you cannot meet the requirements for a particular phone number type in a country, we suggest exploring alternative number types available in that country. Often, countries offer various phone number types, such as national and local numbers, each designed for different purposes and with distinct requirements. Your current phone number type might not be suitable for your needs. For instance, local numbers typically require a physical address within a specific region. However, another number type within the same country might be a better fit. If this isn't a viable solution, consider obtaining a phone number in a different country where you meet the requirements. Please contact your Account Manager for further assistance.

Can Supporting Documents be deleted?

Deleting Supporting Documents is not allowed. Once uploaded to an active order or stored in the AVOXI Document Library, documents cannot be removed. This retention is for legal compliance, fraud prevention, and security, as detailed in our Terms of Service and Privacy Policy.

What is AVOXI's document verification timeframe?

AVOXI aims to complete the document verification process within one business day.

Will the required regulatory documents automatically upload when purchasing future numbers?  

You can access and reuse previously uploaded documents from your document library. We are working to automate the submission process for these documents.

Our legal/authorized representative cannot provide a copy of their ID, which is required for the phone number I need. What are the alternatives?

The available options depend on the specific country.

• Consult the Regulatory Guidelines: First, review AVOXI's Regulatory Requirements as listed in the additional information box of the number in the AVOXI Online Cart, to determine if there are alternative options for the specific location.
• Example (France): In France, instead of the authorized representative's ID, you can submit a Power of Attorney signed by them, along with the identification of the individual named in the Power of Attorney.

Need more help? If you have reviewed this and still have questions, please contact your AVOXI Account Manager or contact AVOXI Support through your AVOXI support portal.

Privacy and Safety FAQ

How is AVOXI handling privacy?

AVOXI prioritizes privacy and is obligated to collect necessary data for legitimate purposes, including regulatory compliance and fraud prevention, making data collection lawful. Recognizing the sensitivity of this data, AVOXI adheres to our Terms of Service and Privacy Policy, ensuring GDPR-level data protection globally. Internal risk assessments mandate stringent handling procedures, such as limiting data access to essential personnel, providing privacy and security training, and ensuring secure data storage.

Who can access my uploaded documents?

AVOXI Admin access is required to view documents in the Library due to confidentiality and data privacy concerns, such as passport information. To manage user permissions, refer to our Role-Based Access guide. For security purposes, document downloads from the library are disabled.

What support is provided to enable emergency services in different countries?

When configured for emergency services, AVOXI's TrueLocal numbers require specific information to be registered, including the user's contact and address. This ensures that emergency services can accurately locate the caller in an emergency. AVOXI also provides tools like Intelligent Caller ID to manage the presentation of caller ID information when calling emergency services. 

Here's a more detailed breakdown:

Registration Requirements:
When activating a TrueLocal number with emergency service capabilities, AVOXI's supplier needs the details of each agent using the number, including the contact information and address associated with the number. 

Address Accuracy:
It's crucial that the address registered with the TrueLocal number is accurate, as local authorities will verify this information during emergency calls. 

Important Considerations:
If the contact or address changes, updating the information with AVOXI is essential to ensure accurate call routing. 

Dialing Procedures:
In some countries, like Argentina, you might need to dial the state's area code where your TrueLocal EMS number is registered before dialing the emergency code (like 911). For detailed information on how to dial emergency services within each country, please refer to our country-specific guidelines.

Emergency Services:
AVOXI's enhanced number coverage includes increased coverage for AVOXI TrueLocal™ and Emergency Services. 

Intelligent Caller ID:
AVOXI's Intelligent Caller ID feature allows you to manage and replace the original caller ID for emergency service calls. 

Need more help? If you have reviewed this and still have questions, please contact your AVOXI Account Manager or AVOXI Support through your AVOXI support portal.

Phone Number Regulatory Compliance FAQ

Can regulatory requirements change for an existing number that has been used for years?

Yes.  Global phone number regulations are tightening due to misuse, security concerns, and demand. Countries are enforcing stricter rules for user verification. This ensures new and existing numbers are assigned and used in compliance with local regulations, with AVOXI and its partners playing a key role.

How will I know if I need to submit new documentation?

Should any new regulatory or carrier requirements arise, an AVOXI representative will contact you to request the necessary documentation, ensuring your numbers remain compliant