12th April 2016

ITSPA launches new Quality Mark

ITSPA, the UK’s voice for the next generation communications industry has launched its new Quality Mark and is delighted to announce the first five successful applicants to the new standard.

The five companies are:

  • Voipfone
  • Hello Telecom
  • SureVoIP
  • VoiceHost
  • Gradwell

Eli Katz, the Chair of ITSPA said “We are delighted to launch this enhanced version of the Quality Mark, which will help customers identify providers who go above and beyond current best practice to ensure a reliable and trusted service. We have made significant changes to the requirements of the original Quality Mark, which reflect the maturing nature of the next generation communications industry. These changes have involved extensive consultation with members to ensure the new requirements remain an effective tool for driving up standards as well as being a meaningful accreditation to apply for. Congratulations to the first five companies and I look forward to many more ITSPA members applying in the months to come.”

There have been significant developments across the industry since the Quality Mark’s original launch back in 2009 and it was felt that an overhaul was needed to ensure that it remains fit, robust and valuable for members. The prime focus of the Quality Mark, is to ensure that consumer or business customers of the certified Service Providers can be assured of a quality and reliable service.

The new Quality Mark, which members can apply for, now has the following requirements:

    1. Adherence to the ITSPA Code of Practice and Best Practice Guidance documents
    2. Evidence that their platform design is resilient and that they deliver a reliable service, which will be measured by ITSPA as 99.99% availability between 8am & 8pm Monday-Friday, using the VoIP Spear monitoring platform.
    3. Transparent porting arrangements
    4. Active fraud control measures
    5. Evidence of access to the emergency services
    6. Easy to find information on complaints & dispute resolution
    7. Policies in place for Nuisance Calls & CLI Presentation
    8. Evidence of Data Protection & Retention Compliance
    9. Evidence of their Single Point of Contact showing that there is an easy way to contact the member with issues arising


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