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ABOUT US - CODE OF PRACTICE ON COMPLAINT HANDLING AND DISPUTE RESOLUTION
General Terms
Part 1- Telinet Limited - Code of Practice on Complaint Handling and Dispute Resolution for Small Business Customers.
Introduction to our company and services
TELINET LTD is an independent company that delivers communications services to business customers in the UK. While we may not provide all the component parts of our services ourselves we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
Purpose of this Code of Practice
The Code informs you about our products, services, and customer care policies. Our code has been approved by Ofcom, the independent regulator for the UK communications industries for the purposes of section 52 of the Communications Act 2003. This Code of Practice is published on our web site: www.telinet.co.uk/docs/aboutus/about_us_code.php Additional copies are available on request and free of charge to any small business customer. It is also available in larger print.
How to contact us
Please contact our Customer Help Desk:
By phone: 0800 652 1001 (From 8:30am until 5:30pm Monday-Saturday, Sunday and Bank Holidays).
By e-mail: helpdesk@telinet.co.uk
By fax: 020 7771 7799
By letter: TELINET LTD,
52 Southwark Bridge Road
London
SE1 OAR
Or at: www.telinet.co.uk
Our commitment to you
We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, we choose those providers carefully to ensure that you get a high quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.
Our products and services
Telinet Services Portfolio
| Voice and Data Network Services |
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• Indirect Access Calls
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• Least Cost Routing, Carrier Pre-selection
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• Fixed Line Access
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• Analogue PSTN, ISDN2e, ISDN30e, Select Services
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• Mobile Calls
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• Line Rental, Services (Telicel)
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• Corporate Business Plan
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• Capped rates, free line rental, value added services
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• Non-geographic numbers
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• 0800, 0845, 0870
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• NGN Services
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• Time, Region, Distribution, Forwarding, Queuing
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• Consolidated Billing
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• Multi-site, multi-service
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• Call Analysis & Reports
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• Extension Billing, Enhanced Reports, E-alerts
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• Broadband
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• ADSL, SDSL, Telinet Broadband
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• Data Circuits Line Rental
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• Kilostream, Megastream, SHDS, VPN
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• Internet Access
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• Tiscali
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| Voice and Data Systems |
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• Communications Platforms
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• Mitel, Ascom, Avaya
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• Conferencing
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• Audio, Video
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• Computer-Telephony Integration
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• Computer-Telephony Integration CRM, Unified Messaging, Call Centre, Management
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• Voice over IP, Voice Processing
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• Voice Mail, Voice Recording, IVR, Auto Attendant
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• Data Systems
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• Routers, switches
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• Data Security
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• Firewall, Anti Virus
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| Support Services |
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• Project Management
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• System Planning, Installation & Maintenance
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• Helpdesk
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• Network and hardware issues
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• Service Level Agreements
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• Standard Care, Prompt Care, Total Care
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• Professional Services
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• Systems, Costs, Forensics, Business Productivity
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For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0800 6521001
You may also purchase our services from Telinet Accredited Partners around the UK. For more information, please contact the Customer Help Desk on 0800 6521001 or see our website www.telinet.co.uk
Marketing
We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website, www.cap.org.uk
Terms and conditions
When you subscribe to a service from TELINET LTD, we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Helpdesk on 0800 6521001. We may carry out a credit check as part of our assessment procedures.
Where applicable, there is a minimum contract term for our services. We aim to provide services and supply equipment within the period set out in the Deployment Schedule contained in our Sales Proposal to you. These timescales are subject to the responsiveness of the network provider and availability of any equipment. We will advise you of any revised timescales as soon as we can.
Cancellation
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within 7 working days after your order is placed provided that the order has not been placed within 10 days of installation. If you cancel within 10 days of installation, 50% of the order charges will apply. If you cancel within 7 days of installation, 100% of the order charges will apply. Should you wish to terminate your contract within the minimum term, we will charge you the full cost of the service charges that would have been due, plus 20% of the shortfall on call charges. After the minimum term you can cancel any service by calling our Customer Service Helpdesk on 0800 652 1001 giving us one months notice. Please refer to Telinet’s Terms and Conditions for further information on cancellation.
Faults and repairs
Please call our Help Desk on 0800 652 1001 if you experience a fault with any of our services. We aim to have this investigated and repaired within the terms of your Service Agreement.
Compensation and refund policy
Our policy is pay to £10 per line per full working day that the service is not operational. This compensation is due where the fault rectification is within Telinet’s direct control.
Price lists
Our pricing structure is available from our Sales Team on 0800 652 3232 and on our website. We will write to you in advance if we change the pricing structure on your products and services.
Billing
We will bill you monthly for Network Services or according to your Finance Agreement in the case of a System purchase.
Our usual arrangement for payment is Direct Debit. Other methods of payment may be considered and will incur an arrangement fee. This is agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Service Team 020 7771 7771
We provide itemised bills and Standard Reports as part of our service to you and Non-Standard reports for an additional fee per month.
If you have difficulty paying your bill, please contact us on 020 7771 7771 and we will try to arrange a different method of payment. We will do all we can to help our customers to manage their bills and avoid disconnection. .
If you are moving office
Please call our Help Desk Team on 0800 652 1001 no later than 30 days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.
Number porting
TELINET LTD recognizes that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please call our Help Desk Team on 0800 652 1001.
Complaints
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong We take customer complaints very seriously and aim to resolve them quickly and efficiently.
If you have a complaint about any part of our service, please contact your Account Manager or our Help Desk Team on 0800 6521001. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.
You may also send your complaint to us in writing to: Quality Assurance Manager, Telinet Ltd, 52 Southwark Bridge Road, London, SE1 0AR.
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. If your complaint is not resolved to your satisfaction, you can take it further within our company, and ultimately to the Managing Director at the above address. If we cannot resolve the problem, we will write to you to say so.
If your complaint has been outstanding for more than 3 months, or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from Otelo PO Box 730, Warrington, Cheshire., WA4 6WU Tel: 01925 430870 email: enquiries@otelo.org.uk Web site: www.otelo.org.uk
Otelo is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.
Nuisance Calls
We take very seriously the problem of nuisance calls and malicious communications. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Help Desk Team on 0800 652 1001 to report the incident, and for information on how to deal with this situation.
Statement of social responsibility
We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customer who are older or who may have a disability, including:
- Priority access to the Customer Service Team
- Priority fault repair and assistance
- Additional help and support if you have difficulty paying your bill
Copies of this Code are available in larger print and other formats on request
Data protection
We comply fully with our obligations under the Data Protection Act 1998.
Part 2- Telinet Ltd Code of Practice for Premium Rate Services and NTS Calls.
Purpose of this Code of Practice
This code informs you about our policies on providing information about Premium Rate Service (PRS) calls and on our charging policy for calls to NTS and PRS numbers.
Premium rate services
Premium rate services (PRS) are telephone numbers that offer some form of information or entertainment that is charged to your phone bill. UK-based PRS numbers are normally prefixed by “09”. Typical services include TV votelines, mobile ringtone downloads, technical helplines, charity fund-raising and adult entertainment.
Charges for these services are added to your telephone bill. Calling a PRS number generally costs between 10 pence and £1.50 per minute, per call or per text (incl. vat). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate. Our charges for calling these services are shown in our price list, which is available on request from our Customer Services Team 0800 652 1001 and via our website www.telinet.co.uk
If you have a problem with PRS, we can help. We can provide advice on checking the telephone number of any PRS charges that appear on your bill and will try to help you identify the premium rate service provider. We can use call barring to restrict access to “09” numbers. Please call our Customer Service Team on 0800 652 1001 for advice on this. We can give you a fact sheet on PRS.
You can also ask for help from the Independent Committee for the Supervision of Telephone Information Services (ICSTIS), which is the industry-funded regulatory body for Premium Rate Services. ICSTIS operates a code of practice that sets out standards for the operation of PRS. You can use the ICSTIS website at www.icstis.org.uk to check PRS numbers direct or to download a complaint form. ICSTIS has legal powers to require a provider of PRS to amend its service or promotional material (or both) and can also impose penalties on content service providers. For other ways to contact ICSTIS, see the “Useful addresses” section below.
Number translation services
Number translation services (NTS) are based on numbers that are normally pre-fixed “08”. For example, 0800 and 0808 are used to provide freephone services (some freephone services are also provided on 0500 numbers). 0844 and 0845 numbers are used for dial-up pay-as-you-go Internet access and customer service helplines. 0870 and 0871 numbers are used for information services, technical helplines and telephone banking. They are also used by organisations to help them provide call-management features such as intelligent call routing and fax-to-email services.
Charges for calling services on NTS numbers are added to your telephone bill and prices range from free up to 10p per minute or per call (incl. vat). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate. Our charges for calling these services are shown in our price list, which is available on request from our Customer Services Team and via our website. We can also give you a fact sheet on NTS.
If you are unhappy with the help you have received from us on a problem with PRS or NTS, please contact Jazlin Petz 020 7642 4015, who has responsibility for compliance with our code of practice for PRS and NTS. You may also complain using the complaints procedure set out in this code including, ultimately, referring your complaint to Otelo PO Box 730, Warrington, Cheshire WA4 6WU Tel:01925 430870 email: enquiries@otelo.org.uk Web site: www.otelo.org.uk
Internet diallers
If you use the Internet, it is possible for software to be placed on your computer without you knowing - using the same methods as for computer viruses. This type of software (known as Internet or rogue diallers) can then make calls to PRS and NTS numbers without your knowledge. Software is available to detect this activity and we can help you to access this - please contact our Customer Services Team for details0800 652 1001 ICSTIS has been given responsibility for policing this type of activity and you can contact them via www.icstis.org.uk to ask for help or to report examples of this type of abuse. For other ways to contact ICSTIS, see the “Useful addresses” section below. We can also help by barring calls to 09 numbers.
The Telephone Preference Service
If you don’t want to get sales and marketing calls you have not requested, you can add your details to a list run by the Telephone Preference Service (TPS). If your number is on the list, it is illegal for a company to call you for marketing purposes. You can contact the Telephone Preference Service via www.tpsonline.org.uk or by telephoning 0845 0700707.
Useful addresses
Otelo, PO Box 730, Warrington, Cheshire, WA4 6WU Tel: 01925 430 049 www.otelo.org.uk
ICSTIS, Clove Building, 4 Maguire Street, London SE1 2NQ Tel: 0800 500 212 www.icstis.org.uk
Ofcom, Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040/ 0845 456 3000 www.ofcom.org.uk
Federation of Communication Services (FCS), Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363 www.fcs.org.uk
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