The telecommunications news space has no shortage on the benefits companies can expect from implementing Voice over Internet Protocol (VoIP). The ability to streamline communications, leverage unified communications, lower the cost of staying connected and even extend capabilities to professionals in the field has demonstrated value. With so many offerings and vendors in the market, however, how do you select a VoIP switch that will perform as expected?

Some South African customers may be asking the question a little too late as poor network quality and dropped calls have plagued many a subscriber over the years. The good news is consumers aren’t always left out in the cold. When due diligence doesn’t weed out every poor performer, The Independent Communications Authority of South Africa (Icasa) recently amended its Service Charter for service providers and network operators.

The charter now outlines specific minimum standards for services to end users, services licensees and electronic communications network subscribers. It also ensures service is offered in accordance with service parameters that set a baseline for offerings like the VoIP switch. The guidelines focus on such areas as fault clearance rates, network and service uptime, call center response rates and more.

WhichVoIP founder Mitchell Barker recently shared in a press release, "Icasa has also stipulated refunds that apply when a fault has been reported but remains unresolved for more than three days.

"In addition, the charter also specifies that ECNS and ECS licensees must provide their end-users and subscribers with critical information, as well as protect the confidentiality of their clients. Critical information includes all the relevant details of tariff plans, and international roaming charges upon arrival in a foreign country."

Subscribers will also receive additional benefits, such as the opportunity to opt into international roaming and specific rebates if a fault pending with the provider lasts more than three days. Fixed and mobile users will also receive a pro-rata rebate on service activation to cover service activation for time when services are not activated. Dropped calls on mobile devices will be reconnected at no cost.

For subscribers in this market, this is certainly good news as a quality connection is important. If you’re in the stage of just selecting the VoIP switch provider, looking at their performance in the market, their ability to keep users connected and the quality of the connection is important. There are too many providers for one to drop the ball on a consistent basis and expect to stick around very long. In South Africa especially, subscribers now have added protections.