Code of Practice

Part 1 – Combitel Ltd Basic Code of Practice on for Business Customers

Introduction to our company and services

Combitel Ltd is an independent company that delivers communications services to business customers nationwide. 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 at www.combitel.co.uk. Additional copies are available on request and free of charge to any business customer. It is also available in alternative formats, (e.g. large print)

How to contact us

Please contact our Customer Service Team or your Account Manager:

By phone: 033 33 234567 (From 9am until 5pm Monday-Friday)
By email: support@combitel.co.uk
By fax: 033 33 234582
By letter: Combitel Ltd, Commodore Business Centre, 51 Conwy Road, Colwyn Bay, Conwy, Wales, LL29 7AW

;
Website: www.combitel.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 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
• ISDN – digital telephone lines
• Broadband access
• VoIP & IP telephony services
• Non-geographic numbers
• Intelligent Call Routing
• Internet
• Directory enquiries
• Mobile telephone and data services
• Public/private/business two-way radio mobile radio services/ Common Base Station 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 033 33 234567.

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 Combitel 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 033 33 234567. 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 for companies with more than 10 employees and 12 months for companies with less than 10 employees, other than by special arrangement. We aim to provide services within 10 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 agreement 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. If you wish to terminate your contract within the minimum term of 36/12 months, please call our Customer service Team on 033 33 234567 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 Team on 033 33 234567, giving us 3 months’ notice unless you have signed a rolling contract in which case our customer services team will provide you with a termination figure.

Faults and repairs

Please call our Customer Service Team on 033 33 234567 if you experience a fault with any of our services. For SMEs if required we will discuss operational service levels for the following on a case by case basis: activation of a new service restoration following loss of service keeping a pre-agreed engineer appointment

Compensation and refund policy

We do not offer automatic compensation payments in cases where the service level targets are not met and will assess any claim for compensation on a case by case basis. Any payment made will be on a purely discretionary basis.

We do not feel that fixed level compensation payments are appropriate for business customers, who we advise to seek other ways, such as insurance, to protect themselves against the impact of any loss of service.

Price lists

Our pricing structure is available from our Customer Service Team on 033 33 234567. We will write to you in advance if we change the pricing structure on your products and services.

Billing

We will bill you monthly.

Our preferred method of payment is direct debit. If this is not possible an alternative method of payment such as bank credit or cheque can be 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.

We provide itemised bills as part of our service to you on request and for a fee of £1.50 per month.

If you have difficulty paying your bill, please contact us on 033 33 234567 and we will try to arrange a different method of payment. We will do all we can to help our 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.

If you are moving home or office

Please call our Customer Service Team on 033 33 234567 no later than 28 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

Combitel 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 033 33 234567.

If we fail to allow you to move your number away from us, we will pay you compensation at a rate of 1/365th cost of number per day of delay.

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 033 33 234567.

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 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 on our website at www.combitel.co.uk. Alternatively, copies are available free of charge and on request from our Customer Service Team on 033 33 234567.

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 033 33 234567 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
• Priority fault repair and assistance
• Copies of bills, contracts and this Code in accessible format such as large print. Copies of this Code are available in larger print

Data protection

We comply fully with our obligations under the Data Protection Act 2018.

Ofcom General Conditions document links

Switching – https://www.ofcom.org.uk/__data/assets/pdf_file/0029/129197/General-Condition-C7-Switching.pdf

Sales and marketing of mobile communication services –

https://www.ofcom.org.uk/__data/assets/pdf_file/0030/129198/General-Condition-C8-Sales-and-Marketing.pdf