ITSPA aspires to represent the best in the VoIP industry and we are keen to ensure that consumers are aware that ITSPA members are reputable companies that can be trusted and that the industry strives for excellence both in service reliability and customer satisfaction. All full ITSPA members must abide by version 2.0 of the ITSPA Code of Practice, which covers all elements of Ofcom’s recent changes to the regulatory regime. This new code was launched at the ITSPA Summer Forum, at the BT Centre on 9th July 2008. Should ITSPA receive a complaint regarding one of its members, ITSPA will follow its documented complaints procedure, which ultimately could trigger expulsion.
Further to this, the ITSPA Council felt it would be useful (both for consumers and the membership) for individual ITSPA members who actively promote best practice, to be duly recognised for their efforts. It is with this in mind that the idea of an ITSPA Quality Mark has been put forward as a suitable way of recognising those that go that extra mile. This Quality Mark would only be available to ITSPA members and would not be a guarantee of membership. Members would have to formally self-certify themselves on an annual basis to apply for the ITSPA Quality Mark. The criteria required to gain the ITSPA Quality Mark will be reviewed each year. The ITSPA Council will also follow a complaints procedure, should a member’s compliance with the Quality Mark criteria be questioned. This could result in the Quality Mark being withdrawn from the member company should they be in breach of the criteria. In its first year, the ITSPA Council has decided on the following criteria for members to qualify for the Quality Mark:
1. Compliance with all ITSPA approved Best Common Practice Documents.
3. Provide clear evidence that customers are made fully aware that the member company is also a member of a recognised dispute resolution scheme.
4. The member company must provide a Company Single Point of Contact (SPOC) (The use of the SPOC, is to facilitate improved communications between ITSPA members on certain issues (e.g. technical, porting, spam management etc) as well as liaising with other organisations (e.g. Home Office).
Quality Mark Members list
March 2009 - Vonage Limited - www.vonage.co.uk