Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers
Part 1 - Code of Practice for Small Business Customers
Introduction to our Company and Services
Z1 Telecom Ltd is a company within the Approved Business Communications Ltd group that delivers communications services to small 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, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website www.z1telecom.com. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats, such as large print if required.
How to Contact Us
Please contact our Customer Service Team using one of the following:
By Phone: 0800 027 8888 Opening Hours: Monday to Friday 8.30pm to 5.30pm
By Email: firstname.lastname@example.org
By Letter: Z1 Telecom Ltd 4 Royal Court, Basil Close, Chesterfield S41 0SL
Or via our website: www.z1telecom.com/contact
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
CPS – Carrier Pre-Selection
WLR – Wholesale Line Rental
ISDN – digital telephone lines
VoIP & IP telephony services
Intelligent Call Routing
Mobile telephone and data services
Equipment and maintenance service
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0800 027 8888.
You may also purchase our services from local dealers and retailers around the UK. For more information, please contact the Customer Service Team on 0800 027 8888 or see our website www.z1telecom.com.
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 Z1 TELECOM LIMITED, 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 0800 027 8888. We may carry out a credit check as part of our assessment procedures.
Where applicable the minimum contract term for our services will be 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.
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days of your order being placed. For cancellations after ten working days we will charge you an administration fee as set out in your contract. If you wish to terminate your contract within the minimum term of twelve months, please call our Customer Service Helpdesk on 0800 027 8888. We will charge you a fee as set out in your contract. After the minimum term you can cancel any service by calling our Customer Service Helpdesk on 0800 027 8888, giving us one months’ notice.
Faults and Repairs
Please call our Fault Service Team on 0800 027 8888 if you experience a fault with any of our services. We aim to have this investigated and repaired within three days.
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 three working days. Any refunds that are due will be credited to the next month’s invoice.
Our pricing structure is available from our Customer Service Team on 0800 027 8888 and via our website http://www.z1telecom.com/admin/resources/service-rate-plans.pdf. We will write to you in advance if we change the pricing structure on your products and services.
We will bill you monthly.
All our customers are asked to pay by direct debit to keep our costs (and prices to you) low. If you have to cancel your direct debit please call us in advance so we are aware of your circumstances; please call our Customer Service Team.
We provide itemised bills as part of our service to you free of charge.
If you have difficulty paying your bill, please contact us on 0800 027 8888 and we will try to arrange a different method of payment. We will do all we can to help our small business customers to manage their bills and avoid disconnection. In any event, you will be given 48 hours notice of any decision to disconnect your services.
Moving Home or Office
Please call our Customer Service Team on 0800 027 8888 no later than 90 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.
Z1 TELECOM LIMITED 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 0800 027 8888.
You are entitled to a Directory Entry 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 0800 027 8888.
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 how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code at http://www.z1telecom.com/code-of-practice. Alternatively, copies are available free of charge and on request from our Customer Service Team on 0800 027 8888.
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:
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 bills in large print, on computer disc (or in Braille) for customers who have difficulty reading their bill
Copies of this Code are available in larger print and other formats on request.
We comply fully with our obligations under the Data Protection Act 1998.
Part 2 - Code of Practice for Premium Rate Service and Number Translation Service Calls
Purpose of this Code of Practice
This code informs you, our domestic and/or small business customers, about our policies on providing information about Premium Rate Service (PRS) and Number Translation Service (NTS) calls and on our charging policy for calls to PRS and NTS 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” or “118”. Numbers starting 087 are also designated as Premium Rate numbers and subject to PRS regulation when they cost 7p per minute or more. Typical services include TV vote lines, mobile ringtone downloads, technical helplines, charity fund-raising and adult entertainment.
Charges for these services are made up of two parts, a service charge and an access charge and the total is added to your telephone bill. You will see the service charge advertised by the company providing the service alongside the number and this can be between 7p and £3.60 per minute, or £6 per call or per text (including VAT) for 08 and 09 prefixes. Calls to 118 services can cost up to £15.98 per call plus a £7.99 per minute charge (including VAT). The access charge is kept by us, your phone company. Our access charge for calling these services is 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 xxxx for advice on this. We can give you a factsheet on PRS.
You can also ask for help from the Phone-paid Services Authority (PSA) which is the industry-funded regulatory body for Premium Rate Services. PSA operates a Code of Practice that sets out standards for the operation of PRS. You can use the PSA website at www.psauthority.org.uk to check PRS numbers direct and find contact details for the company in question or to submit a complaint. PSA has the legal powers to require a provider of PRS to amend its service or promotional material (or both) and can also order refunds and impose penalties on service providers for breaches of the PSA Code. For other ways to contact Phone-paid Services Authority, see the “Useful addresses” section below.
Number Translation Services
Number translation services (NTS) are based on numbers that are normally prefixed “08”. For example, 0800 and 0808 are used to provide freephone services (some freephone services are also provided on 0500 numbers). Numbers starting 084 are normally used for customer service helplines. 087 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. Numbers starting 087 are also designated as Premium Rate numbers and subject to PRS regulation when they cost 7p per minute or more. Personal numbers prefixed 070 are also used for providing NTS such as “follow me” type services.
Charges for calling services on NTS numbers are made up of two parts, a service charge and an access charge and the total is added to your telephone bill. You will see the service charge advertised by the company providing the service alongside the number and this can range from free up to 13p per minute or per call (including VAT). The access charge is kept by us, your phone company. Our access charge for calling these services is 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 factsheet on NTS.
If you are unhappy with the help you have received from us on a problem with PRS or NTS, please contact us on 0800 027 8888 or by email to email@example.com. You may also complain using the complaints procedure set out in our complaints code ultimately, referring your complaint to Ombudsman Services/CISAS.
If you use the Internet via a dial up connection, 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 details. Phone-paid Services Authority has been given responsibility for policing this type of activity and you can contact them via www.psauthority.org.uk to ask for help or to report examples of this type of abuse. For other ways to contact Phone-paid Services Authority, 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.
The Ombudsman Services
3300 Daresbury Park, Daresbury, Warrington, WA4 4HS T: 0330 440 1614 E: firstname.lastname@example.org W: www.ombudsman-services.org
Riverside House, 2a Southwark Bridge Road, London, SE1 9HA T: 020 7981 3040 or 0300 123 3333 E: email@example.com W: www.ofcom.org.uk
Phone-paid Services Authority
40 Bank Street London, E14 5NR T: 0800 500 212 or 020 7940 7474 E: firstname.lastname@example.org W: www.psauthority.org.uk
Telephone Preference Service
DMA House, 70 Margaret Street, London W1W 8SS T: 0845 070 0707 W: www.tpsonline.org.uk
Federation of Communication Services (FCS)
Provident House, Burrell Row, Beckenham, Kent BR3 1AT T: 020 7186 5432 E: email@example.com W: www.fcs.org.uk