Introduction to New Star Networks Limited, we offer voice, data and mobile services to businesses throughout the UK. It sells directly to end-‐users through our Business Development Managers and Partner Channel. This Code of Practice aims to give you, the consumer, a clear statement of how we conduct our business and to describe the relationship between you and us in all matters concerning your purchase of products and services from us. This Code of Practice can be accessed through our website, or by contacting us through email or telephone via our General Enquiries details below.
How to Contact Us 2.1 General Enquiries & Sales Telephone -‐08000546200 Fax -‐ 08000546300 Email – email@example.com Website – www.nsn.co Customer Service For customer service enquiries, please call our Customer Service line on 08000546200 which is open 8.30am to 5.30pm Monday to Friday (exc. holidays). Faults and Repairs Telephone - 08000546200 If you would prefer to write to us instead, please address your letter to: Head of Customer Services New Star Networks Ltd 8 Lincoln’s Inn Fields, London, WC2A 3BP 2.2 Other Organisations Office of the Telecommunications Ombudsman (Otelo) PO Box 730 Warrington WA4 6WU Lo-‐call rate phone number: 0845 050 1614 Fax: 0845 050 1615 E-‐mail: firstname.lastname@example.org Website: www.otelo.org.uk Otelo resolves disputes between member operators and their residential and small business customers. Office of Communications (Ofcom) Contact Centre Riverside House 2a Southwark Bridge Road London SE1 9HA Phone: 0845 456 3000 Fax: 0845 456 3333 Email: email@example.com Website: www.ofcom.org.uk Ofcom is the main regulator for the UK communications industry.
Our Commitment New Star Networks Ltd is committed to providing you with the highest quality of service. Our company delivers to you telecommunications services provided by BT Wholesale and other major carriers. We make every reasonable effort to supply the services that satisfy your requirements.
Our Products New Star Networks Ltd provides a range of business communications services including BT Wholesale services, digital lines
(ISDN) and carrier pre-‐selection. These are:
PSTN lines - single and multilines
ISDN 2e lines
ISDN 2e calls
ISDN 30e lines
ISDN 30e calls
Further details about our products can be found on our website: www.nsn.co
Our Customer Service Customer satisfaction is the most important part of our business. We describe here in greater detail our approach to our customers and the kind of customer services that we offer. If you have anyquestions or need any further information, you are welcome to contact our Customer Service Department. Our website will answer most of your questions about our products and services.
Transferring to New Star Networks Ltd or Ordering a new service To order any of our services please call customer services on 08000546200 or email us at firstname.lastname@example.org We normally do business on our standard terms and conditions, a copy of which is available on request from our customer services team. The minimum term for telephone service is 24 months. We will endeavour to provide telephone service within 21 days of your original request; this is subject to the availability of lines at your premises. If there are special circumstances such as the need to install additional cabling we will advise you of the revised timescales.
Cancellation of Service You are usually able to terminate any of our services by giving three (3) month’s notice. Please note, however, that our services are subject to a minimum contract period as specified in your contract, usually 24 months calculated from the date when your service commenced.
Faults and Repairs Should you experience a fault on your line please call our fault repair service on 08000546200. We align our response times and services with BT and offer higher levels of customer fault care should you require them. If you would like to know more about these please contact customer services on 08000546200 or visit our website: www.nsn.co
Price Tariffs Our up-‐to-‐date standard price tariffs are available from one of our account managers or visit our website: www.nsn.co
Billing and Payment We normally bill our customers at the beginning of each month. Our only payment option is by Direct Debit, which represents one simple monthly transaction. Protected by the safeguards of the Banks, you have complete peace of mind regarding the accuracy of your payment. If an error is made you will receive a full and immediate refund to your account. We provide itemised bills in an electronic format; this can also be provided on paper at additional cost. Please contact the customer service team for more information.
Disconnection Policy Should you have difficulty paying your bill please contact us so that we can arrange a suitable alternative method of payment. Please do not cancel your direct debit, as this will need to be in place for future payment collections. Where a direct debit is unpaid due to insufficient funds or cancellation of the direct debit instruction, a £5 administration charge will be included on your next monthly bill. We will not disconnect you from our service unless payment is defaulted on, or a direct debit is not in place to allow us to collect future payments. Prior to doing so we will contact you advising of the outstanding balance or the need for you to re-‐establish the direct debit instruction, allowing 7 days for this to be done. After this period we may restrict your telephone service by way of call barring to prevent an increase in the debt. Further reasons for which we may disconnect your service are give in Section 6 of our Contract Terms and Conditions, a copy of which is available from our customer services team or via our website www.nsn.co
Complaints Introduction: If, as a customer, you are unhappy with our service, please let us know so that we can put things right as quickly and smoothly as possible. With this in mind, we have developed a Complaints Procedure, which explains who you should contact and what do if you have a complaint about the New Star Networks Ltd telecommunications services. The Complaints Procedure is described here: How to contact us If you would like to report a fault or make a complaint about our service, please call our Customer Care line on 08000546200 from 8.30am to 5.30pm Monday to Friday. If you would prefer to write to us instead, please address your letter to: Head of Customer New Star Networks Ltd 8 Lincoln’s Inn Fields, London, WC2A 3BP. If you should wish to cancel a line or service, you should do so only in writing to the above address giving at least 90 days notice. Where the service is subject to a fixed term contract, early cancellation charges will apply. How we deal with your complaint When you contact us, we will normally ask you to give us the following information in order to deal with your complaint as efficiently as possible:
Company name and account number
Name, contact phone number and postal address
Nature of the complaint
When we have registered your complaint we will give you a call to acknowledge receipt or write to you. We will make every effort to resolve your complaint when you first contact us. However this is not always possible and we may have to investigate your complaint further. Whatever your complaint, we will give you our initial response to it no longer than 5 working days from when you notified us. If you are not happy about the way in which your complaint has been handled, you can send a letter to our Managing Director, who will look at it directly, at the address above. If your complaint is not resolved within twelve weeks or we have sent you written confirmation that the dispute has reached a deadlock situation, you may refer the complaint to Otelo who operate an Alternate Dispute Resolution (ADR) scheme on behalf of us as an Otelo member. Please refer to the contact section above for details. Otelo is an independent Ofcom-‐approved ADR scheme.
Customer Rights and Obligations 6.1 Number Portability We may be able to port your number to and from other operators subject to technical availability. We may charge you for porting a number.
Moving Home or Office If you are moving home or office please call our customer services team on 08000546200 at least 14 days before you move so that we can make the appropriate arrangements. If there are special circumstances regarding the move we will advise you of the revised timescales. It is important to let us know when you are moving to ensure that you are not charged for calls made from your old address once you have moved. You will remain responsible for any calls made until the point of notification. A final bill will be sent to your new address once you have moved.
Data Protection New Star Networks Ltd and its affiliated companies may use your personal information together with other information for providing telecommunications services, marketing, administration, and training. We may disclose your information to our affiliated companies, service providers and agents for these purposes. We may also keep your information for a reasonable period of time for marketing purposes in order to contact you about our services, but you can choose not to receive such marketing material at any time by notifying our Data Protection Officer in writing (see contact details below). Occasionally the marketing material concerns the provision of services by third parties. New Star Networks Ltd also performs some processing of personal data required for commercial purposes (for instance, creditworthiness checks). If you want to write to our Data Protection Officer, please use the following address: Data Protection Officer New Star Networks Ltd 8 Lincoln’s Inn Fields, London, WC2A 3BP
Compensation: Neither party shall have to compensate the other for any detrimental event beyond the other’s reasonable control. In this Code of Practice, ‘beyond reasonable control’ includes any act of God, reduction or failure of power supply, other telecommunication operators and suppliers or their equipment including access lines, act or omission of national or local government authority, war, military operation, riot or delay, employee dispute, or supply of equipment by third parties. We agree that we shall be liable to you if the Services are not available for a continuous period of 12 hours or more in any one day and that unavailability is due to our fault. For each day that is so affected our liability shall be limited to the sum of 5% of the charges incurred in the average month during the previous quarter. We will pay such liability as a credit against your future invoices. Either party’s liability to the other in contract, tort (including negligence), breach of statutory duty or otherwise is limited to £2,500 for any event or series of connected events and £5,000 for all events (connected or unconnected) in any period of 12 calendar months.
Terms and Conditions The Terms and Conditions describe the general legal and contractual obligations between our customers and us. The Terms and Conditions for all our services can be found on this website or by contacting your account manager.
Services for Older or Disabled Customers New Star Networks Ltd provides access free of charge to BT’s ‘195 Directory Service for Blind or Disabled Customers’. Calls are connected onwards as required. BT’s Text Direct Service is also available to all customers with speech and hearing difficulties and once again is free of charge. This service has short access codes to the Emergency Services, Operator Assistance and provides call progress announcements. Details of these services can be found on the BT ‘Age and Disability’ website. New Star Networks Ltd will assess all requests for information and make special arrangements on a case-‐by-‐case basis. Please contact our Customer Service Department for assistance and further information (please see contact details above under Section 2).
Call Barring If you want to have a particular number barred so that it cannot be dialled from your phone, please contact our Customer Service Department (please see contact details above under Section 2).
Calling-Line and Called-Line Identity Your phone number is by default not displayed to the person whom you are calling. However, you can alter this by requesting that your phone number should be displayed to the person whom you are calling on a call-‐by-‐call basis or for all calls. You can request that the phone number of the person who is calling you should not be displayed on your phone. You can also request that your phone number should not be displayed on the phone of the person who is calling you. We do not charge for withholding a phone number in any of the above ways. However, even if you request withholding of a phone number, we are legally obliged to pass it on in certain circumstances e.g. to the emergency services in case of an emergency. To request any of the above facilities, please contact our Customer Service Department (please see contact details above under Section 2).
Communication with Customers 7.1 Premium Rate Services The Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS) regulates all Premium Rate Services (PRS). All calls to Premium Rate Service numbers are charged at a higher rate than normal local, regional and national calls. If your complaint involves a dispute over charges for these calls, please contact our Customer Service Department (please see contact details above under Section 2). If we believe the call charges to be correct it may still be possible to further investigate the Service Provider responsible for the PRS service involved via ICSTIS. Request for compensation for calls made to recorded information PRS numbers can be made to ICSTIS: The Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS) 4th Floor Clove Building 4 Maguire Street London SE1 2NQ Phone: 020 7940 7474 Fax: 020 7940 7456 Website:www.ictsis.org.uk
Approval and Review This Code of Practice is approved by Ofcom and will be reviewed and updated by New Star Networks Ltd as and when required but at least every 12 months.