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CODE OF PRACTICE
1. INTRODUCTION
What the Code covers
1.1 This is a mandatory code, which aims to set standards of good
sales and marketing practice, which M-line Telecoms Ltd will follow
when dealing with small business customers. The Code will provide
important information to you and explains how M-line Telecoms Ltd
will promote certain communication products and services.
1.2 This code is aimed at sole-traders, partnerships, limited
liability partnerships, and limited companies with ten or less full
time employees. This code does not apply to resellers, dealers or
associates of M-line Telecoms Ltd.
About this Code
1.3 Within the Code, 'you' means the customer and 'we', 'us' or
'our' means M-line Telecoms Ltd. In this code, 'customer' includes
people dealing with us on behalf of a business, with the authority
of the owners of the business. For example, this may include office
staff that talk to us about the availability of products or
services and/or an authorised consultant who is interested in
understanding what tariffs are available.
1.4 Not all the products and services available from M-Line
Telecoms Ltd are covered by this code. This Code only applies to
the following products and services: 1.4.1 Calls & Lines 1.4.2
Carrier Pre-Select (CPS) 1.4.3 Indirect Access or Least Cost
Routing. This Code applies when the above products or services are
promoted or sold directly to you over the phone, on the Internet,
by post, face-to-face or by any other similar method.
1.5 This edition applies from 25th May 2005 and will be reviewed on
a regular basis.
2. OUR KEY COMMITMENTS TO YOU
2.1 This Code does not form part of our contract with you but we
pledge that we will act fairly and reasonably in all our dealings
with you by striving to meet all the commitments and standards in
this code. The commitments are shown below (a) We will make sure
that our advertising and promotional literature is clear and not
misleading and that you are given clear information about our
products and services (b) When you have chosen a product or
service, we will give you clear information about how it works
(where this might not otherwise be obvious or common knowledge),
the terms and conditions and the charges that apply (c) We will
deal quickly and sympathetically with things that go wrong and
consider all cases of criticism positively (d) We will help you use
the product or service by keeping you informed about any changes to
the charges, terms and conditions or acceptable use policy.
3. HELPING YOU CHOOSE PRODUCTS & SERVICES THAT MEET YOUR
NEEDS
3.1 Before you become a customer, we will (a) Make available to you
on our website clear information explaining the main features of
the services or products you tell us you are interested in (b) Give
you or make available on our website or otherwise information on a
single product or service, if you have already made up your mind
(c) Make available to you on our website or otherwise what options
(from our products and services) are available to help you run your
business as efficiently as possible (d) Inform you what information
we need you to provide so the product and service can be supplied
accurately.
3.2 We will inform you if we offer products and service in more
than one way on different terms (for example, on the internet, over
the phone and so on) and, if so, inform you how to find out more
about them.
3.3 Once you have chosen a product or service, we will make
available to you on our website or otherwise how it works, where
this might not otherwise be obvious or common knowledge.
3.4 If we provide you with an enhanced level of care we will inform
you what to do if your communication service does not work.
3.5 When you sign a service agreement with us we will ask you to
inform us who can issue instructions on your behalf regarding your
account.
3.6 You can find out about our charges by analysing your
fully-itemised bill and then if required by phoning your named
account manager or your account management team.
3.7 When you become a customer, we will give you information on the
charges that apply to your products or services, and we will
explain how these charges should be paid. We will also provide our
website address, our contact telephone numbers and other ways in
which you can find out information.
3.8 If we increase any of the charges relating to products or
services which you have subscribed to, or introduce a new charge,
we will make this available on our website at least 30 days before
the change takes effect.
3.9 We will inform you of the charge for any other service or
product before we provide that service or product, and at any time
you ask.
3.10 Before we request payment for any charges we will give you at
least 14 days notice of how much you owe.
4. TERMS & CONDITIONS
4.1 We will make available on our website any relevant terms and
conditions for the product you have asked us to provide when you
apply to become a customer or accept a product for the first
time.
4.2 All written terms and conditions will be fair and will set out
your rights and responsibilities clearly, legibly and in plain
language. We will only use legal or technical language where
necessary.
4.3 When you become a customer, we will make available on our
website details about changes to terms and conditions.
4.4 If we believe the changes may disadvantage you, we will make
these available on our website at least 30 days' before we make the
change.
4.5 We may make available on our website details of any other
change within 30 days.
4.6 Our latest terms and conditions will always be available from
our website www,mlinetelecom.com
5. CEASING PRODUCTS OR SERVICES
5.1 We will not make any additional charges for either ceasing or
switching products or services, except those already mentioned in
our terms & conditions, or as agreed with you or agreed at the
time you ask us to cease or transfer. A charge may be made if you
wish to transfer your existing number to another operator.
5.2 If you ask us, we will calculate what termination charges maybe
payable
5.3 You will not be expected to pay any charges if you cancel your
product or service before the facility become available and before
we incur any costs or commitments to third parties.
6. ADVERTISING & MARKETING
6.1 We will make sure that all advertising and promotional material
is clear, fair, reasonable and not misleading.
6.2 We will not knowingly market our products or services to
person's under the age 18.
6.3 Unless you specifically give your permission (such as in the
Order signed by you) or ask us to, we will not pass your name and
address to any company including companies in our group. for
marketing purposes.
6.4 We may inform you about another company's services or products,
if you have agreed (as described in the paragraph
above or otherwise), that that company may contact you
directly.
6.5 When you become a customer, we will give you the opportunity to
say that you do not want us to contact you for marketing
purposes.
6.6 We will not insist that you buy other products or services from
us went we agree to provide an unrelated product or service.
7. YOUR BUSINESS INFORMATION .
7.1 We will treat your business information as private and
confidential (even when you are no longer a customer). We will not
reveal your name and address or details about your account to
anyone, including other companies within our group (unless you have
otherwise agreed), other than in the following four exceptional
circumstances when we are required to do this by law 7.1.1 If we
have to give the information by law 7.1.2 If there is a duty to the
regulator (currently Ofcom) to reveal the information 7.1.3 If our
interests mean we must give the information (for example, to
prevent fraud or trace malicious calls). However, we will not use
this as a reason for giving information about you for marketing
purposes. 7.1.4 If you ask us to reveal the information, or if we
have your permission
7.2 If we are asked to respond to an enquiry about you, we will
(unless paragraph 7.1.1, 7.1.2 or 7.1.3 apply) make sure we have
your written permission before we give it.
7.3 Calls to and from M-line Telecoms Ltd may be recorded for a
range of reasons including quality, security, training or customer
service reporting.
7.4 Please make sure you let us know as soon as possible if the
nature of your business changes or if you change your
Name, business name, address, contact phone number or e-mail
address (if this is how we communicate with you)
8. FINANCIAL ASSESSMENT
8.1 Before we agree to provide any products or services to you, we
will assess whether we feel you will be able to pay the charges.
This assessment will probably include looking at the following, (a)
Information you give us, including information about your business
name (b) How you have handled similar accounts in the past. (c)
Information we get from credit reference agencies and others, such
as parent companies, existing suppliers (d) Credit-assessment
techniques, such as credit scoring (e) Any deposit provided
8.2 When you apply for any products or services, you agree that we
may reveal your account details to credit reference agencies and
the checks we may make with them.
8.3 We may give credit reference agencies other information about
the day-to-day running of your account.
9. COMPLAINTS
We resolve any dispute within 90 days, by agreement based upon the
normal principles of fairness,or by recourse to established
practices established under English law..
10. GETTING HELP
10.1 If you have any questions about the Code, please contact
us.
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