Introduction to our company and services
Datatel Networks Ltd is an independent company that delivers communications services to domestic and business customers. Whilst we may not provide all the component parts of our services ourselves we do take the responsibility for the services delivered to you and 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. We have prepared it in line with guidance published by OFTEL (the regulator, which is now OFCOM) on 15 August 2003.

How to contact us
Our contact details would have been sent to you when you became our client. They can also be found toward the bottom of the page of the last invoice we sent you. If you can not locate them, here they are below.

By phone:
0845 310 0083

By e-mail:
info@datatel-networks.com
NB. MODIFYING THE EMAIL'S "SUBJECT" WILL RESULT IN

YOUR EMAIL BEING AUTOMATICALLY DELETED BY OUR SYSTEMS

By fax:
0845 310 0084

By letter:
Datatel Networks Ltd., 19 Peel Road, Douglas, Isle of Man, IM1 4LS.

Via our website:
www.datatel-networks.com/contactus.htm

Our commitment to you
We are committed to providing you with the highest quality of customer service. When we purchase our services from wholesale provider(s), 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
• Mobile
• VOIP (voice over Internet Protocol)
• IP (Internet Protocol)
• Broadband
• CPS-Carrier Pre-Selection
• 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
• Videoconferencing
• Internet Hosting
• Mail Hosting
• Voice Recording
• Equipment and Maintenance Services

For more details on any of our products and services, please contact our Customer Service Team on 0845 310 0083.

Marketing
We work to the principles within the British Code of Advertising, Sales Promotion and Direct Marketing, which may be found on the website, www.cap.org.uk

Terms and Conditions
When you contact us to subscribe to a service we will send you our Standard Terms and Conditions. They are an on-line agreement, you are therefore not required to sign and return them in order to be bound by their content. You are not obliged to accept our Standard Terms and Conditions, however, your attention is brought to the paragraph within them, which clearly defines the circumstances of when you will commence to be bound by our Standard Terms and Conditions and the duration of their term.

From time to time we will update our Standard Terms and Conditions for the supply of Products and Services. Each time we update them we will publish the updated version on our website page www.datatel-networks.com/terms_and_conditions.htm and, in order that you can refer to them, we will retain a copy of the pre-updated Standard Terms and Conditions, on our website page www.datatel-networks.com/terms_and_conditions_old.htm. Each time we update our Standard Terms and Conditions for the supply of Equipment and Maintenance Services we will publish the updated version on our website page www.datatel-networks.com/terms_and_conditions_maintenance_services.htm and, in order that you can refer to them, we will retain a copy of the pre-updated Standard Terms and Conditions, on our website page www.datatel-networks.com/terms_and_conditions_maintenance_services_old.htm.

We will inform you whenever we make changes to our Standard Terms and Conditions, via, either an exclusive notification to you, or, via a notification on the front page of our monthly invoice to you, and if you do not write to us within Fourteen days of our notification, clearly stating which changes you do not accept. It will be assumed that you have seen our notification to you of the change(s), read the latest version of them on our website page(s) and found them to be acceptable.

We may carry out a credit check as part of our assessment procedures. 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 advise you of the revised time scales 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 24 hours after we have acknowledged your order and confirmed the prices of the services within it. After this time we will charge you an amount that is in accordance to the amount of loss of profit we incur as a result of canceling your order. In the event that you terminate the Contract before its assigned date of expiration, you will be liable to us for loss of profits we would have received during the Contract period. Our loss of profits shall be based on the previous than three months average monthly billing for the Services by us to you.

You can request your service is cancelled after the minimum term by contacting us in writing, either during the term of the contract or within fourteen days from the expiration date of the Contract, and request that the Contract is to not be renewed on its anniversary date. If you do not contact us to cancel your service(s), 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
However, please note that we can only manage fault reports within the care level times that your lines and/or circuits are subscribed to (see below). Confirmation of your lines' and/or circuits' care levels can be found within the "Service Charges" section of the monthly invoice/management report we send to you.

 - Standard Care -
Operates during 0800 - 1700 hrs Monday to Friday, excluding Bank and Public Holidays.
Engineers will respond to a fault report received before 1700 hrs on one working day by the end of the next working day. Work will be carried out only during working hours.

 - Prompt Care -
Operates during 0800 - 1700 hrs Monday to Saturday, excluding Bank and Public Holidays.
Engineers will respond within 4 working hours of receipt of a fault report. If the fault is not cleared during this period, we will advise the customer of the progress being made to clear the fault via the contact.

Compensation and refund policy
Our policy is to consider all claims for compensation/refund on a case by case basis.

Price lists
Our latest pricing structure is always available from our Customer Service Team on 0845 310 0083. Due to constant fluctuations in the price of services, they are not published on our website. However, confirmation of all the prices we are planning to charge you for services that you order from us, are confirmed to you for your approval or rejection, prior to your order for services being processed.

Billing
We will invoice you for your services monthly in advance. You can choose to pay us via a range of methods. For example, via cheque, direct debit, BACS or Interbanking Telegraphic Transfer. 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 then please contact us so we can align our systems accordingly. 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 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 contact us as soon as possible before your move date, as some services can take up to 30 days to transfer. We will amend your account and billing requirements as necessary.

Number porting
We recognise that keeping your existing telephone numbers is important to you. If you move 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. We will work with you to ensure that the services are ported at a convenient and appropriate time. For more information, please call our Customer Service Team on 0845 310 0083.

Complaints
We take customer complaints very seriously and we aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact us. We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. Our customer services personnel 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 (see “How to contact us” above). If your complaint is not resolved to your satisfaction, you can take it further within our company, and ultimately to the Managing Director. If we cannot resolve the problem, we will write to you to say so.

If your complaint has been outstanding for more than 12 weeks and you remain unhappy and wish to pursue your complaint further, or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from CISAS (Communications and Internet Services Adjudication Scheme), or from OTELO (Office of Telecommunications Ombudsman). CISAS and OTELO are independent organisations approved by OFCOM to provide an alternative dispute resolution (ADR) service. OFCOM approved ADR services have been set up to sort out disagreements 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.

Statement of social responsibility
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 contact us to report the incident, and for information on how to deal with this situation.

We encourage parents to register the mobile phone of their children, and take responsibility for all customer care enquiries. We are aware that mobile phones can provide access to premium services, including adult content through independent companies’ text services. Our customer services personnel can restrict the access to premium rate services. Please call them on 0845 310 0083 for advice on this service.

Services for people with special needs
We are committed to helping all our customers to communicate easily. We offer the following additional services 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.
***END***

Useful addresses

CISAS – 12 Bloomsbury Square, London, WC1A 2LP. Tel: 020 7421 7432
Website: www.cisas.org.uk

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

OFCOM - Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 0845 456 3040 or 020 7981 3000
e-mail: contact@ofcom.org.uk Website: www.ofcom.org.uk

ICSTIS Ltd - Clove Building, 4 Maguire Street, London, SE1 2NQ. Tel: 0800 500212 or 020 7940 7474
Website: www.icstis.org.uk

FCS - Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363
e-mail: fcs@fcs.org.uk Website: www.fcs.org.uk

This code has been licensed by FCS (Federation of Communication Services) Limited 2004

Licence number 001528