NINE TELECOM LTD CODE OF PRACTICE
Introduction to our company and services
NINE TELECOM LTD is a company within the Nine Telecom Group that delivers communications services to domestic and business customers. 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.ninetelecom.co.uk. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats
How to contact us
Please contact our Customer Experience Team:
By phone: (From 9am until 6pm Monday-Friday) 0800 970 2999
By email: firstname.lastname@example.org
By letter: Nine Telecom Ltd, Pegasus House, Stonehouse Business Park, Stonehouse, Gloucestershire, GL10 3UT
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
ISDN – digital telephone lines
Fixed Line Landline
Telephone Systems & Hardware
Inbound Call Management
For more details on any of our products and services, or to place an order immediately, please contact our Customer Experience Team on 0800 970 2999
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 Nine Telecom 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 Experience Team on 0800 970 2999.
The minimum contract term for our services is dependent on which services you decide to take. For more information on minimum contract terms please phone our Customer Experience Team on 0800 970 2999.
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.
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 an early termination charge may apply but this will be explained to you. Any applicable early termination charges can be found in your Terms and Conditions.
Our pricing structure is available from our Customer Experience Team on 0800 9702999. We will contact to you in advance if we change the pricing structure on your products and services.
If you are moving home or office
Please call our Customer Experience Team on 0800 9702999 giving at least 30 days notice 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.
We 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. Please give us as much notice as possible. For more information, please call our Customer Experience Team on 0800 9702999
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.ninetelecom.co.uk. Alternatively, copies are available free of charge and on request from our Customer Experience Team.
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 Experience Team on 0800 9702999 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 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
- A free Directory Enquiries service for people who are unable to use the printed phone book
- Copies of bills 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
We comply fully with our obligations under the Data Protection Act 1998.
Telephone Preference Service -DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk