Emergency Calls, VoIP & Power Resilience Code

1. Emergency calling

Where Talk4 provides a regulated voice service that enables calls to ordinary telephone numbers, Talk4 will provide access to 999 and 112 as required and will support the provision of accurate and reliable caller-location information to emergency organisations where technically feasible and required.

2. Mobile emergency calls

Mobile emergency-call availability depends on radio coverage, device condition, battery power and network availability. Customers should not assume a single mobile service will be available in every location or incident.

3. IP/VoIP voice and power loss

Hosted voice, SIP and other IP-based telephony can depend on mains electricity, the customer’s router/LAN and broadband or Ethernet connectivity. If any required component loses power or connectivity, 999/112 calling may also be unavailable unless an effective backup arrangement exists.

4. Service address and nomadic use

For fixed/nomadic VoIP, customers must keep the registered service/location information accurate where this is used to support emergency location. Moving equipment to another site without updating relevant location information can result in incorrect emergency-location data.

5. Business continuity

Business customers should assess their own resilience requirements. Where continuous emergency or critical calling is important, an Order should specify appropriate backup connectivity, power, diverse routes or mobile fallback rather than relying on a single service.

Regulatory references

This code has been drafted by reference to current UK regulatory materials. These references do not replace the legislation or Ofcom conditions.

• Ofcom General Conditions A3.2(b), A3.5 and A3.6 - emergency access and caller location.

• Ofcom emergency-services compliance programme, closed 8 June 2026, confirming provider obligations for uninterrupted access and reliable location information where technically feasible.

• Ofcom General Condition C5 and associated guidance on vulnerable users and power-dependent voice services.