code of practice…

 

Including our Basic Code of Practice and our Code of Practice for
Premium Rate Services and NTS calls


Part 1 – Datatel Networks Ltd basic Code of Practice for Domestic and Small Business Customers

 

Introduction to our company and services

Datatel Networks Ltd is an independent company that delivers communications services to domestic and business customers. 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

This code informs you about our products, services, and customer-care policies and where to find information about our charges and terms and conditions . This Code of Practice is published on our website at www.datatel-networks.com/_code_of_practice.htm Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in large print.

How to contact us

Please contact our Customer Service Team From 8am until 6pm Monday-Saturday, Sunday & bank holidays.

By phone: 0871 834 0002

By email: info @ datatel - networks . com NB. MODIFYING THE EMAIL'S "SUBJECT" WILL RESULT IN YOUR EMAIL BEING AUTOMATICALLY DELETED BY OUR SYSTEMS

By fax: 0871 834 0003

Website: www.datatel-networks.com

By letter: Datatel Networks Ltd, 36 Hope Street, Douglas, Isle of Man, IM1 1AR.

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

Landline telephones

Landline calls

CPS – Carrier Pre-Selection

WLR – Wholesale Line Rental

Broadband access

VoIP & IP telephony services

Non-geographic numbers

Intelligent Call Routing

Internet Hosting

Videoconferencing

Mobile telephone and data services

Equipment and maintenance service

Broadband

Indirect Access Voice and Data routing

ISDN (integrated services digital network)

PSTN (Public Switch Telephone Network)

LAN (Local Area Networks)

WAN (Wide Area Networks)

Wireless Networks

IT Security

Patch Management

Offsite Backup

Internet Hosting

Mail Hosting

Voice Recording

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0871 834 0002

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 Datatel Networks 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 Service Team on 0871 834 0002. We may carry out a credit check as part of our assessment procedures.

Where applicable, the minimum contract term for our services is twelve months. We aim to provide services within three working days of your original request, subject to the availability and installation of any equipment and, where appropriate, lines to your premises. If we need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.

Cancellation

If you decide to cancel your order or contract before we have provided the services, you may do so without charge within ten working days after your order is placed. After ten working days we will charge you an administration fee as set out in your contract. Your contract will come into force on and with effect from the date of acceptance by us of your order and (unless otherwise agreed by us in writing) shall continue for a period of twelve calendar months from the date of our first sales invoice to you for the Services ordered.

Unless indicated by either party in writing to Datatel Networks Ltd., 36 Hope Street, Douglas, Isle of Man, IM1 1AR. or from Datatel either during the term of the contract or within fourteen days from the expiration date of the contract, that the contract is to not be renewed on its anniversary date, the contract shall automatically renew for the same period of time, to the period of time that it was entered into in the first instance. This renewal process will recur on each anniversary date of the contract.

Faults and repairs

Please call our Fault Service Team on 0871 834 0002 if you experience a fault with any of our services. We aim to have this investigated and repaired within the timescales according to the Care Repair Levels your services are subscribed to. Details of these are quoted on our monthly sales Invoice to you and on our website page www.datatel-networks.com/contactus.htm

Compensation and refund policy

Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within one calendar month. A final account will be reconciled by us and any funds due to you will be refunded within thirty days from the date we calculate your final account.

Price lists

Our pricing structure is available from our Customer Service Team on 0871 834 0002

Billing

We will invoice you for your services monthly in advance. You can choose to pay us via a range of options including cheque, direct debit, BACS or Interbanking Telegraphic Transfer. These are agreed at the start of your contract. Our normal payment terms are within fourteen days from the date of our sales invoice to you. If you wish to change your method of payment at any time, please call our Customer Service Team 0871 834 0002

We provide itemised bills as part of our service to you free of charge by email and for a fee of £1.50 by post.

If you have difficulty paying your bill, please contact us on 0871 834 0002 and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection.

If you are moving home or office Please call our Customer Service Team on 0871 834 0002 no later than twenty working 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

Datatel Networks Ltd recognise 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 Customer Service Team on 0871 834 0002

Directory Entries

You are entitled to a Directory Enquiry listing (including an entry in the Phone Book) for both your fixed and mobile telephone numbers. If you do want your details included, please contact our Customer Service Team on 0871 834 0002

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.

Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website at http://www.datatel-networks.com/_code_of_practice.htm Alternatively, copies are available free of charge and on request from our Customer Service Team on 0845 310 0083 (local rate call)

Nuisance calls

We take the problem of nuisance calls and malicious communications very seriously. 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 Customer Service Team on 0871 834 0002 to report the incident and for information on how to deal with it.

We encourage parents to register the mobile phones of their children, and take responsibility for all customer care enquiries.

Services for people with special needs

We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability, including:

Priority access to the Customer Service Team 0871 834 0002

Copies of this Code are available in larger print.

Data protection

We comply fully with our obligations under the Data Protection Act 1998.

 

 

Part 2 - Datatel Networks 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”. 0871 is now also designated as a Premium rate number and subject to PRS regulation. 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 8.51 pence and £1.2766 per minute, per call or per text (excl. 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.

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 0871 834 0002 for advice on this. We can give you a fact sheet on PRS.

You can also ask for help from PhonepayPlus (formerly ICSTIS), which is the industry-funded regulatory body for Premium Rate Services. PhonepayPlus operates a code of practice that sets out standards for the operation of PRS. You can use the PhonepayPlus website at www.phonepayplus.org.uk to check PRS numbers direct or to download a complaint form. PhonepayPlus 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 PhonepayPlus, 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 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 standard prices range from free up to 4.2p per minute or per call (excl. vat). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate but communications providers must publish prices for calls to 0870 numbers where these are higher than for calls to geographic numbers. 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, then please call Jonathan Agate on 0871 834 0002 or email: By email: info @ datatel- networks . com NB. MODIFYING THE EMAIL'S "SUBJECT" WILL RESULT IN YOUR EMAIL BEING AUTOMATICALLY DELETED BY OUR SYSTEMS - 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 our complaints code including, ultimately, referring your complaint to Otelo.

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 0871 834 0002 for details. PhonepayPlus has been given responsibility for policing this type of activity and you can contact them via www.phonepayplus.org.uk to ask for help or to report examples of this type of abuse. For other ways to contact PhonepayPlus, 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 070 0707.

Useful addresses

Otelo – PO Box 730, Warrington, Cheshire, WA4 6WU. Tel: 01925 430870 or 0845 050 1614 email: enquiries@otelo.org.uk Website: www.otelo.org.uk

Ofcom - Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 or 0300 123 3333 email: contact@ofcom.org.uk Website: www.ofcom.org.uk

PhonepayPlus (formerly Icstis)- Clove Building, 4 Maguire Street, London, SE1 2NQ. Tel: 0800 500212 or 020 7940 7474 Website: www.phonepayplus.org.uk email info@phonepayplus.org.uk

Telephone Preference Service - DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk

Federation of Communication Services (FCS) - Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363 email: fcs@fcs.org.uk Website: www.fcs.org.uk

This code has been licensed by The Federation of Communication Services Limited 2008

 

Licence number 001528

01983 217500