Investigation into Gigaclear Limited’s compliance with General Conditions A3.5 and A3.6(a)

Ofcom has today opened an investigation into Gigaclear’s compliance with General Conditions A3.5 (GC A3.5) and A3.6(a) (GC A3.6(a)). This follows Gigaclear’s notification to Ofcom of various issues with its caller location information between January 2022 and 11 March 2024.

GC A3.5 requires that regulated providers, to the extent technically feasible, make accurate and reliable caller location information available for all calls to the emergency call numbers “112” and “999” at no charge to end-users and the emergency organisations handling those calls, at the time the call is answered by those organisations.

GC A3.6(a) requires that, in order to make accurate and reliable caller location information available to the emergency organisations handling the calls to “112” and “999”, regulated providers must comply with certain requirements. Where providers offer an electronic communications service at a fixed location, the caller location information must, at least, accurately reflect the fixed location of the end-user’s terminal equipment including the full postal address.

Ofcom’s investigation will seek to establish the facts surrounding this matter and examine whether there are reasonable grounds to believe that Gigaclear has failed to comply with its regulatory obligations.