In this article, we explain how to submit a request for redress/remediation to Icehook
Icehook Systems is a company that utilizes certain parts of information about calls to discover which numbers may be exhibiting malicious calls, spam-like behavior, and other unwanted attributes. Using this information, they can detect and prevent calls from reaching companies and businesses that these organizations may not want through their Scout product. In some cases, this detection may look spam-like, but could be a legitimate call. This is where remediation comes into play.
As always, ensure your company is in full compliance with the TCPA.
To get started, ensure you're logged into your Caller ID Reputation account and head to Carrier & App Remediation. Under the Website column in the Icehook Systems row, you should see a Contact Us form. Using this form, you can then request redress and remediation from Icehook. See the following for recommended inserts into each field:
- Name - Submit your first and last name, just like any other form.
- Email Address - Submit a best-contact email, something that either you or your team will see if Icehook should need to reach back out. It is recommended to use a company email such as team@company.com or JaneDoe@company.com, but this is not required.
- Phone Number - If you're only submitting a request for one phone number, you can insert that here. For multiple numbers, insert 1 number here and continue with submission of the form to see where you can submit additional lines.
- Message - Here, you'll want to provide information about your company, what you perform outbound calls for, and anything to further validate you are a legitimate organization. If you wish, you can also copy and paste other affected phone numbers here. If you do not wish to do so, you may also be able to submit additional phone numbers once Icehook sends a response email.
Once you've got the form filled out and ready to go, submit it and wait to hear back. If there are any issues with submission or redress, Icehook should reach back out to validate and otherwise complete the request.