Introduction
Transparent Telecom 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. 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.transparenttelecom.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 Service Team on:
By Phone: (From 9am until 5pm Monday-Friday) 0330 056 3377
By Email: support@transparenttelecom.co.uk
By Post: Transparent Telecom, 4a Castle View Mews, Castle Hill, Rochester, Kent, ME1 1LA
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
* Outbound calls
* ISDN – digital telephone lines
* Fixed Line Landline
* Telephone Systems & Hardware
* Mobile
* Inbound Call Management
* SIP Trunking
* Data Connectivity
* Broadband
* Hosted Telephony
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0330 056 3377
Marketing
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
All terms and conditions are available on our website: www.transparenttelecom.co.uk
If you have any questions, please phone our Customer Service Team on 0330 056 3377
Contract Terms
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 Service Team on 0330 056 3377.
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.
Cancellations
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 the ten working days an early termination charge may apply. Any applicable early termination charges can be found in your Terms and Conditions.
Faults and Repairs
Please call our Faults Team on 0330 056 3377 (Option 3) if you experience a fault with any of our services.
Compensation Policy
Any overcharges that may occur will be refunded against outstanding amounts or credited to your account as applicable.
Price Lists
Our pricing structure is available from our Customer Service Team on 0330 056 3377.
Billing
We will bill you monthly (or explain your billing cycle).
You will be billed by direct debit only.
We provide paper billing for a fee of £2.99 per month.
If you have difficulty paying your bill, please contact us on 0330 056 3377and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection.
If you are Moving Home or Office
Please call our Customer Service Team on 0330 056 3377 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.
Number Porting
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 endeavour to arrange this 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 Service Team on 0330 056 3377
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 wish to query or dispute any charges/services, you will need to raise them with us within 60 days of the date of the relevant invoice.
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.transparenttelecom.co.uk.
Alternatively, copies are available free of charge and on request from our Customer Service Team.
Nuisance Calls
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 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
Data Protection
We comply fully with our obligations under the Data Protection Act 1998.
We do not store credit card details nor do we share financial details with any 3rd parties.
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
Phone-paid Services Authority – 40 Bank Street, London E14 5NR Tel: 0300 30 300 20
Telephone Preference Service – DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk
Federation of Communication Services (FCS) – Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 7186 5432 email: fcs@fcs.org.uk Website: www.fcs.org.uk