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Console: Getting Started with Phone Number Regulatory Compliance

Want to make sure your phone numbers are compliant with local regulators' requirements?

Use the Twilio Console to make sure you can provision (buy) and use phone numbers legally so that:

  • your phone numbers are not at risk of getting revoked, and
  • you can operate your business’ communications locally.

クイックスタート

To get started with Phone Number Regulatory Compliance, follow these steps:

  1. Go to the Phone Numbers Regulatory Compliance Guidelines to see what is required by local regulators.

  2. Collect documentation from the End-Users. 

  3. Go to the Twilio Console. 

  4. Go to Phone Numbers > Regulatory Compliance. 

  5. Create a Regulatory Bundle and submit it for review. 

  6. Wait for Twilio to review the Regulatory Bundle - the review process will take up to 3 business days. 

  7. Once the Regulatory Bundle has passed, assign the Bundle to phone number(s). 

  8. Wait for Twilio to review the Regulatory Bundle assigned to phone number(s) - the review process will take up to 2 business days. 


1. Go to the Phone Numbers Regulatory Compliance Guidelines to get a list of what’s required by local regulators.

First, go to the Phone Number Regulatory Requirements for Customers to see what is required by local regulators.

Let’s say we own a chain of pizza shops. We need to make sure all of our German Local phone numbers are compliant. We’re going to select Germany from the dropdown.

Twilio Regulatory Requirements

After selecting Germany from the dropdown and finding Local Business phone numbers for a business, we can find the regulation we need to follow. The regulation has a list of required information with accompanied Supporting Documents and a proof requirement.

Screen Shot 2019-11-12 at 11.08.34 AM.png

2. Collect documentation from the End-Users.

Next, you’ll need to collect the required information with accompanying Supporting Documents from the end-user.

End-Users are the people who will answer the phone call or receive the message.

In this scenario, we are the End-Users who will provision German Local phone numbers for our business purposes. No one but us will answer the phone.

We’ll collect an excerpt from the commercial register (called a Handelsregisterauszug in Germany) showing the local address.

Screen Shot 2019-11-12 at 11.08.34 AM.png

4. Go to Phone Numbers > Regulatory Compliance.

Go to Phone Numbers.

Screen Shot 2019-12-11 at 10.41.21 AM.png

Then, click on Regulatory Compliance.

Screen Shot 2019-11-12 at 11.26.49 AM.png

For a 1-click shortcut, click on this link: https://www.twilio.com/console/phone-numbers/regulatory-compliance/bundles

5. Create a Regulatory Bundle and submit it for review.

On the Bundles page, create a Regulatory Bundle. Click on Create a Regulatory Bundle.

Screen Shot 2019-11-12 at 11.30.10 AM.png

In this scenario, we want to make sure all of our German Local phone numbers for my Business are compliant. We’ll select Germany as the Phone Number's Country and Local as the Type of Phone Number.

Screen Shot 2019-11-12 at 11.32.59 AM.png


We’ll select Business as the End-User.

Screen Shot 2019-11-12 at 11.34.11 AM.png

Once you click on Next within 2. Select the End-User who will use German Local phone numbers, we’ll automatically save a Draft of your Regulatory Bundle. Go through each step within the form. When you’re ready, click on Submit for review.

6. Wait for Twilio to review the Regulatory Bundle -- the review process will take up to 2 business days.

Once you’ve submitted your Regulatory Bundle for review, our team will review it to make sure everything you provided satisfies local regulators’ compliance guidelines.

The review process will take up to 2 business days.

7. Once the Regulatory Bundle has been Approved, assign the Bundle to phone number(s).

Twilio will email you when the status of the Regulatory Bundle has changed to Approved.

Within the Twilio Console, go to the Regulatory Information tab of the phone number that you need to make compliant.

In this example, we’ll assign the Regulatory Bundle that fulfills regulatory requirements for German Local phone number for Business purposes to a German Local phone number.

Screen Shot 2019-11-12 at 11.36.17 AM.png

In this other example, we’ll assign the Regulatory Bundle that fulfills regulatory requirements for Australia Mobile phone number for Individual purposes to an Australian Mobile phone number.

Map Regulatory Bundle to Number

Map Regulatory Address to Number

Here’re all of the possible combinations:

要件

What you need to do

Regulatory Bundle Requirement & Address Requirement

You need to assign the phone number to a Regulatory Bundle and an Address.

Regulatory Bundle Requirement only

You need to assign the phone number to a Regulatory Bundle only.

Address Requirement only

You need to assign the phone number to an Address only.

8. Wait for Twilio to review the Regulatory Bundle assigned to phone number(s) - the review process will take up to 2 business days.

Once you’ve assigned Regulatory Bundle to a phone number and saved it, Twilio will change the status to Pending Review, which means we’ll review it to make sure everything you provided satisfies local regulators’ compliance guidelines.

The review process will take up to 2 business days.

Status

What it means

What you need to do

Pending Review

We need to review the Regulatory Bundle that is assigned to phone number(s) to verify that it meets local regulators’ guidelines.

Nothing — the review process will take up to 2 business days.


We’ll email you when the status of the Regulatory Bundle has changed.

Compliant

We have reviewed the Regulatory Bundle and its assignment to phone number(s).


We verified that it is compliant with local regulators’ guidelines.

Nothing.


Congratulations! You’ve successfully created a Regulatory Bundle and assigned it to phone number(s).

Not Compliant

We have reviewed the Regulatory Bundle and its assignment to phone number(s).


We verified that it is not compliant with local regulators’ guidelines.

You’ll need to fix the Non-Compliant assignments.




Provisionally Approved

Any phone numbers that only require an Address will be Provisionally Approved.

Nothing.

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