Code of Practice for complaint handling and dispute resolution
Introduction to our company and services
Code of Practice: Vital-Tel is an independent company that delivers communications services to predominately domestic business consumers. To ensure our code of practice is clear; we may not provide all the component parts of our services ourselves, so we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
Purpose of this Code of Practice
The purpose of this Code of Practice is to inform our customers of their relationship with us. It is written for SME & Corporate consumers who purchase telecommunications services from us directly. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats, (e.g. larger print).
This code of practice aims to provide:
- Information on how to contact Vital Tel • Information on sales and marketing activities
- Information on some of our main services
- Information on billing and pricing issues
- Information on how to make a complaint
- Contact details for alternative complaint bodies
How to contact us concerning our code of practice
Please contact our Customer Service Team from 9.00am to 6.00 pm Monday to Friday by any of the means below.
By phone : – 020 7048 8892
By e-mail: – email@example.com
By fax: – 020 7048 8810
By letter: -Vital Telcom; 2nd Floor, 2 London Wall Buildings, London, EC2M 5PP
Or via our website – www.vital-tel.com
Our commitment to you
We are committed to giving you the highest quality of customer service. When we purchase our service 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 covered within our code of practice:
- Hosted Phone System / Cloud PBX – allin1number
- VoiP Calls
- CPS-Carrier Pre-Selection
- WLR-Wholesale Line rental
- ISDN-digital telephone lines
- Broadband, Leased Lines & Fibre
- Internet SEO, Security & Moves & Changes
- Non Geographic Numbers (NGN)
- VoIP Phones and VoIP Calls
- Toll Free International services UIFN, ITFS, LNS
We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are stated on the website, www.asa.org.uk
We always aim to ensure that our advertising and promotional literature is clear, unambiguous, accurate and fair and that it does not contain any false or misleading information about price, value or service. We do not denigrate other providers of telecoms services.
Terms and conditions
When you subscribe to a service from Vital Tel , we will ask you to sign a contract, if applicable. For full terms and conditions please refer to our website www.vital-tel.com. If you have any questions, please phone our Customer Service Team on 0207 048 8892. We may carry out a credit check as part of our assessment procedures. Where applicable, the minimum contract term for our services is 12 months from the commencement date, unless otherwise stated.
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within 7 working days after your order is placed. After 7 working days should you wish to terminate your contract within the minimum term we will charge you a fee as set out in your contract. Notification to cancel any service provided by Vital Tel should be submitted in writing, sent by recorded delivery or by email no less than 30 days prior to the contract end date.
Faults and repairs
Please call our Customer Service Team on 0207 048 8892 if you experience a fault with any of our services. We aim to have this investigated and repaired within
service level agreement (for line types) and care levels, failing which the matter will be escalated to our Chief Executive.
Our policy is to consider all claims for refund on a case by case basis.
Our pricing structure is available from our Customer Service Team on 0207 048 8892. We will inform you in advance if we change the pricing structure on your products and services.
Vital-Tel. works on a unified, state of the art billing system, where invoices, billing reports and full itemisation are delivered each month by email. We provide itemised bills as part of our service to you free of charge by email and for a fee of £2.50 by post.
You can choose to pay us via a range of options including credit card, cheque and direct debit. These are agreed at the start of your contract. If you have difficulty paying your bill, please contact us on 0207 048 8892 and we will try to arrange a different method of payment.
Disconnection for non-payment
Prompt payment of bills helps us keep our costs down so that we can continue to offer a highly competitive service. Please call us as soon as possible if you think you may have difficulty in paying your bill. If there are special circumstances, we may be able to agree special arrangements with you to prevent disruption of your telephone service. In the event that a bill is not paid we will make all reasonable attempts to resolve the matter with you. However, if we are unable to get a satisfactory explanation for the non-payment we may suspend or disconnect your service in accordance with our terms and conditions.
If you are moving home or office
Please call our Customer Service Team on 0207 048 8892 no later than 30 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 some geographic numbers this may not always possible.
Vital-Tel 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 to transfer 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 0207 048 8892.
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 0207 048 8892.
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 Customer Service Team on 0207 048 8892 or email to firstname.lastname@example.org. 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 that 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 to Vital Tel 120 Moorgate, EC2M 6UR.
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 Chief Executive at the above address. If we cannot resolve the problem, we will write to you and explain the “deadlock” situation.
If you remain unhappy and wish to pursue your complaint further, if your complaint has been outstanding for more than 8 weeks or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from
CISAS 0207 520 3827
CISAS is an independent organisation which is approved by OFCOM to provide an alternative dispute resolution (ADR) service. OFCOM provide approved ADR to 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.
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 0207 048 8892 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:
– Customer Service Team – 0207 048 8892
– Additional help and support if you have any difficulty paying your 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.
Vital Tel 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 Premium Rate Service (PRS) calls and on our charging policy for call 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 vote-lines, mobile ringtone downloads, technical help lines, charity fund-raising
and adult entertainment. Charges for these services are added to your telephone bill. Calling a PRS number generally costs between 10 pence and £1.50 per minute, per call or per text. 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 0207 048 8892.
If you have a problem with PRS, we can help. We can provide advice on checking the number of PRS charges that appear on your bill and will try to help you identify the premium rate service provider. You can also ask for help from PhonepayPlus, 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 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 and 03”. For example, 0800 and 0808 are used to providefreephone services (some freephone 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 a maximum of 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 Team0207 048 8892.
If you are unhappy with the help you have received from us on a problem with PRS or NTS, please use the complaints procedure set out in this code, ultimately, referring your complaint to CISAS.
The Telephone Preference Service
If you don’t wish to receive 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 name is on the list, it is illegal for a company in UK to call you for marketing purposes. You can contact the Telephone Preference Service via www.tpsonline.org.uk or by telephoning 0845 070 0707.
OFCOM – Riverside House, 2a Southwark Bridge Road, London SE1 9HA.
Tel: 0300 123 3333 or 020 7981 3000
Phone Paid Services Authority (Formerly Phone-pay Plus) (Formerly ICSTIS) – Clove Building, 4 Maguire Street, London, SE1 2NQ.
Tel: 0800 500212 or 020 7940 7474
Telephone Preference Service – DMA House, 70 Margaret Street, London W1W 8SS
Tel: 0845 0700707
Published in February 2011. Correct at the time of printing