Codes Of Practice

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

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

Introduction to our company and services

Business Telephone Network Ltd is a partner company of Global 4 Communications Limited and between us, we deliver communications services to business customers. Whilst we may not provide all the component parts of our services ourselves, we will liaise with 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. 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 purposes of section 52 of the Communications Act 2003. This code is published on our website at www.businesstelephonenetwork.co.uk. Additional copies are available on request and free of charge to any small business customer. It is also available in larger print.

How to Contact us

From 8.30am until 5.30pm Monday-Friday, please contact our main number:-

By phone: 0800-0087930
By email: sales@businesstelephonenetwork.co.uk
Via our website www.businesstelephonenetwork.co.uk
By letter: Business Telephone Network, Talisman House, Wiggenhall Road, Watford, WD18 0FL.

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 & 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
  • Equipment and maintenance service

For more details on any of our products and services, or to place an order immediately, please contact our Sales Team on 0800-0087930.

Terms and conditions

When you subscribe to a service from Business Telephone Network 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 sales team on 0800-0087930 . We may carry out a credit check as part of our assessment procedures. Where applicable, the minimum contract term for our services is one month. We aim to provide standard service within 10 days of your original request; however this is subject to line requirements, availability, site surveys and installation of any equipment. We work within the guides of BT's lead times. 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 14 working days after your order is placed. After 14 working days we will charge you for any costs which may have been incurred due to installation or line orders. If you wish to terminate your contract within the minimum term of the contract, 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 0870 401 4002, giving us one months notice.

Faults and repairs

Please call our service team on 0870 4014002 if you experience a fault with any of our services. We will respond to this request within 48 hours.

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 5 working days. After investigation into your claim any refunds that are due will be credited as and when appropriate.

Price lists

Our pricing structure is available from our sales team on 0800-0087930 and via our website: www.businesstelephonenetwork.co.uk

Billing

We will bill you monthly via our billing platform, and all invoices will be emailed by PDF files, unless an alternative method is requested. Access through the billing platform is available to view all call types, reports and invoices. All direct debits from us will be in the name of Global 4 Communications Limited

Payment

Our standard method of payment is via direct debit from a UK bank.

If you have difficulty paying your bill, please contact us on 0870 401 4002 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.

If you are moving office

Please call our sales team on 0800-0087930 no later than 30 days before your move date. We will amend your account and billing requirements as necessary. We will supply the cost for moving your telephone system to the new premises if required.

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 0870 401 4002

Number porting

Business Telephone Network 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.

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 main number on 0800-0087930. One of 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 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: The Business Telephone Network, Talisman House, Wiggenhall Road, Watford, WD18 0FL.

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. 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 Communication and Internet Services Adjudication Scheme:-

Otelo PO Box 730
Warrington
Cheshire
WA4 6WU

Tel:- 01925 430870
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. If you have been a victim of this activity, please call the service team on 0870 4014002 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 offer as much assistance as possible where additional services are required and we will ensure our customer's requests are carried out to the best of our ability. If a special requirement is needed please call us on 0870 401 4002 and will offer the best solution we can.

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.


Part 2 - Business Telephone Network 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 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 can vary in costs depending on which services is used, for example, mobile phones, cable networks or public payphones this 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 0800-0087930 and via our website www.Businesstelephonenetwork.co.uk

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 0870 401 4002 for advice on this.

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 free phone services (some free phone 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 help lines. 0870 and 0871 numbers are used for information services, technical help lines 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: 0800-0087930 and via our website: www.Businesstelephonenetwork.co.uk.

If you are unhappy with the help you have received from us on a problem with NTS, please contact us on 0800-0087930 or email admin@businesstelephonenetwork.co.uk. Someone with responsibility for our code of practice for NTS will contact you by return. You may also complain using the complaints procedure set out in this code including, ultimately, referring your complaint to:-

Otelo PO Box 730
Warrington
Cheshire
WA4 6WU

Tel: 01925 430870 or 0845 050 1614
Website: www.otelo.org.uk

Internet Dialers

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 dialers) can then make calls to PRS and NTS numbers without your knowledge. There is software which is available to detect this activity and by contacting Phone pay plus they can help you to access this - please contact them direct via www.phonepayplus.org.uk. Phone pay plus 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 0700707.

Useful addresses

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.

Otelo

PO Box 730
Warrington
Cheshire
WA4 6WU

Tel:- 01925 430870 or 08450 050 1614
email: enquiries@otelo.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

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

Business Telephone Network is a partner company of Global 4 Communications Limited and shares this code with them. Their code has been licensed by The Federation of Communication Services Limited 2008 under licence number 002207.

Published January 2008. Correct at the time of printing. © The Federation of Communication Services Limited 2008