SPAM POLICY

Reporting SPAM or UCE (Unsolicited Commercial E-mail)
Version 1.0 - 07/02/03

If you receive an e-mail that you consider to be UCE and you believe it to have originated from a server within our IP range, or it is advertising a website or service that is hosted on a server within our IP range, then you may contact us to report the incident and we will investigate your complaint and if necessary take appropriate action to ensure it does not happen again.

Q. What do we define as 'appropriate action'?
A. Depending on the severity of the transgression, we may take one of several courses of action:

If it is the first complaint we have received concerning our customer, we will usually warn them not to do it again, pointing out our AUP which forms part of their contract with us. As long as we receive the right assurances from our customer that no such incident will occur again, no further action will be taken. We work on what we consider the fair principle of 'everyone deserves a second chance'.

If it is the second complaint, subsequent to us having issued a preliminary warning, then we will suspend their website or network feed and issue them with a written warning. The site or feed will only be re-instated on receipt of written assurances that there will be no repeat transgressions.

If it is the third complaint, subsequent to the first two steps being taken, we will terminate their account for breach of contract.

Q. How and when should you complain?
A. First of all you need to ascertain where the UCE came from; this can usually be accomplished by looking at the mails headers. If you spot an IP address in our range, please contact us.

If the mail does not contain evidence that it originated from a server using an IP address in our range, but advertises a website or other service hosted on a server in our IP range, then please alert us to the issue. You should however attempt to contact the persons responsible for the source of the email and direct your complaint towards them. Only if you do not receive a satisfactory response to your complaint should you then contact us to make an official complaint.

Q. What do I need to send you?
A. You should send us a complete copy of the e-mail that your complaint is concerned about; this must include all the headers, enabling use to trace the source of the e-mail. You should include in your e-mail to us, full details of why you believe the e-mail to be SPAM or UCE and details of any steps you have taken already to ensure you do not receive more of the same (see next question). You should e-mail the details to us at: abuse@caladan.net

Q. How can I be sure it is SPAM or UCE?
A. This may appear to be a ridiculous question, but it is one you must ask yourself, before firing off complaints.

There are many websites and services that ask you to supply your e-mail address, e.g. joining a members only user group or subscribing to services on a website, often (usually hidden in the small print) is a clause that effectively says you permit your e-mail address to be used for the receipt of adverts. These are often referred to as 'opt in' mailing lists and it is very easy to inadvertently add your address to such a list. If you do, then any e-mail you receive as a consequence cannot be regarded as UCE.

Any legitimate 'opt in' mailing list will have details of how to unsubscribe somewhere in each e-mail (usually towards the bottom), please do try and unsubscribe from such mailing lists and only start a complaints procedure if that fails to work.

Please Note: We will endeavour to respond to any complaint within one working day. All complaints must be e-mailed to abuse@caladan.net

We cannot guarantee a quick response to e-mails concerning complaints sent to any other address than the one specified above.