Code of practice

Ofcom requires every communications provider in the U.K. to provide its customers with an approved code of practice. Eurotel is a reputable service provider and we have successfully implemented the following codes of practice that have been approved by Ofcom:

To download a copy of these codes, please click on the link. Copies are also available in leaflet form, please call 01422 864000 to obtain your copy.

If you have any questions relating to our Codes of Practice, please refer them to:

Victoria Marriott, Eurotel, Empire House, Mulcture Hall Road, Halifax. HX1 1SP or via email victoriamarriott@eurotel.com

Eurotel Limited - Codes of Practice

Including our Code of Practice for Complaint Handling and Dispute Resolution and our Code of Practice for Premium Rate Services and NTS calls

Part 1- Eurotel Ltd Code of Practice on Complaint Handling and Dispute Resolution for Business Customers

Introduction to our company and services

Eurotel Ltd is an independent company that delivers communication services to 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

This code of practice informs you about our products, services and customer-care policies. Our code of practice on complaint handling and dispute resolution has been approved by Ofcom, the independent regulator for the UK communications industries for the purpose of section 52 of the Communications Act 2003. This Code of Practice is published on our website www.eurotel.com Additional copies are available on request and free of charge to any business customer. It is also available in alternative formats (e.g. larger print)

How to contact us

Please contact our Customer Service Team
From 8.30am until 5.00pm Monday- Friday

By phone: 01422 864000
By email: info@eurotel.com
By fax: 01422 864100
By letter: Eurotel Limited, Empire House, Halifax, HX1 1SP
Website: www.eurotel.com

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

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 01422 864050.

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, Eurotel 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 01422 864050. We may carry out a credit check as part of our assessment procedures. Where applicable, the minimum contract term for our services is 36 months. We aim to provide services within ten 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, or we experience a delay from our supplier, we will inform you of the revised timescales as soon as we can.

Cancellation

If you decide to cancel your lines & calls order or agreement before we have transferred your service from your existing supplier, you may do so without charge before or within the switchover period. For all other products and services, please refer to your terms and conditions for further details. If you wish to terminate your contract for your lines & calls services within the minimum term of 36 months, we will charge you a fee as set out in your contract. After the minimum term you can cancel any service giving 6 months notice. Equipment that is supplied with a lease agreement is subject to the relevant finance company's terms and conditions.

If you wish to terminate your maintenance contract you are required to provide 90 days written notice after the initial period and before the next anniversary of the agreement. Should this time elapse we may charge you, as set out in your contract. You can cancel orders or agreements by contacting our Customer Service Helpdesk on: Tel: 01422 864124, alternatively in writing, by post, by fax or by e-mail to Customer cancellations, Empire House, Mulcture Hall Road, Halifax HX1 1SP customercancellations@eurotel.com

Faults and repairs

Please call our Fault Service Team on 01422 864040 if you experience a fault with any of our services. We aim to have this investigated and repaired within 2 working days for systems, lines and calls services. Broadband faults can take up to 40 working hours to clear, should the problem relate to the network. In all cases we will keep you updated with the progress on your fault report.

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 7 working days. Any refunds that are due will be credited to the next month's invoice.

Price lists

Our pricing structure is available from our Customer Service Team on 01422 864050 and via our website www.eurotel.com.We will write to you in advance if we change the pricing structure on your products and services.

Billing

We will bill you monthly in most circumstances unless alternative arrangements are made prior to the supply of services.
We prefer payments to be made via direct debit. Payments are due 14 days after the bill is produced. This date will be listed on your bill. Customers paying by other methods will be charged an additional fee as per our terms and conditions, unless an alternative payment option has been agreed by us. If you wish to change your method of payment at any time, please call our Billing Customer Service Team on 01422 864064.

We provide itemised bills as part of our service to you on request.

If you have difficulty paying your bill, please contact us on 01422 864092 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.

If you are moving home or office

Please call our Customer Service Team on 01422 864050 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

Eurotel Ltd recognises 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 01422 864097.

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 01422 864097

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 our Customer Service Team on 01422 864000. 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: Eurotel Limited, Empire House, Halifax, HX1 1SP

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 or Tel: 01422 864019. 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 The Office of the Telecommunications Ombudsman (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 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 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 01422 864097 to report the incident and for information on how to deal with it.

Services for people with special needs

We are committed to helping all our customers to communicate easily. We can arrange additional services on request, for customers who are older or who may have a disability. For example, copies of bills can be 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.

VoIP or Voice over Internet Services

Voice over Internet Protocol services (VoIP) services deliver phone calls over broadband connections rather than traditional phone networks. To use a VoIP service, you would normally use a broadband connection together with some special equipment. This equipment could be either a personal computer installed with relevant software, a traditional phone with an adaptor that plugs into the broadband connection, or a wireless device with suitable software installed on it or your VoIP enabled telephone system. Many VoIP services might 'look and feel' like traditional phone services but may not offer the features customers expect from their phone service, such as such as guaranteed access to 999 calls or power to a phone so that it will still work if there is a power cut in the home. We strongly recommend that you carefully consider whether a particular VoIP product meets your needs relating to contacting the emergency services. For more information on VOIP products, please contact our customer service team on 01422 864050.

Data protection

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

Part 2 - Eurotel Limited 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. 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 01422 864050 and via our website www.eurotel.com

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 01422 864097 for advice on this.

You can also ask for help PhonepayPlus, 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 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 01422 864050 and via our website www.eurotel.com If you are unhappy with the help you have received from us on a problem with PRS or NTS, please contact Samantha Vigor Tel 02476 658500 or email samanthavigor@eurotel.com , 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 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 details 01422 864050 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 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.icstis.org.uk

Telephone Preference Service

DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 0700707 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 001535 Published January 2008. Correct at the time of printing. © The Federation of Communication 2008
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