Introduction to our company and services

Commpliment Limited trading as Zero Seven Telecom is a company 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 zeroseventelecom.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 (Monday to Friday, 0900 to 1700):

By phone: 01271 370707

By email: [email protected]

By fax: 0808 254 0808

By letter: Commpliment House, Upcott Park, Upcott Avenue, Pottington Business Park, Barnstaple, Devon, EX31 1AD

Website: zeroseventelecom.uk

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

Landline telephones

Landline calls

ISDN – digital telephone lines

Broadband access

VoIP & IP telephony services

Non-geographic numbers

Intelligent Call Routing

Internet

Mobile telephone and data services

Equipment and maintenance service

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 01271 370707.

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

When you subscribe to a service from us, we will send you our Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 01271 370707. We may carry out a credit check as part of our assessment procedures.

Where applicable, the minimum contract term for our services is twenty four months. We aim to provide services within fourteen 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.

Cancellation

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 we will charge you an administration fee as set out in your contract. If you wish to terminate your contract within the minimum term of twelve months, please call our Customer Service Team on 01271 370707 we will charge you a fee as set out in your contract. After the minimum term you can cancel any service by calling our Customer Service Helpdesk on 01271 370707, giving us 90 days’ notice.

Faults and repairs

Please call our Faults Line on 0800 304 7107 if you experience a fault with any of our services. We aim to have this investigated and repaired within two working days.

Compensation and refund policy

Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within 7 working days. Any refunds that are due will be credited to the next month’s invoice.

Price lists

Our pricing structure is available from our Customer Service Team on 01271 370707. We will write to you in advance if we change the pricing structure on your products and services.

Billing

We will bill you monthly.

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 wish to change your method of payment at any time, please call our Billing Team on 01271 370707.

If you have difficulty paying your bill, please contact our Billing Team on 01271 370707 and 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 01271 370707 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 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 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. For more information, please call our Customer Service Team on 01271 370707.

Directory entries

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 01271 370707.

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.

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 zeroseventelecom.uk. Alternatively, copies are available free of charge and on request from our Customer Service Team on 01271 370707.

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 on 01271 370707 to report the incident and for information on how to deal with it.

We encourage parents to register the mobile phones of their children, and take responsibility for all customer care enquiries.

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

Priority fault repair and assistance

Additional help and support if you have difficulty paying your bill

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.

Useful Addresses

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Tel: 0330 440 1614
Fax: 0330 440 1615
[email protected]

Ofcom
Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
020 7981 3040 or 0300 123 3333
[email protected]
www.ofcom.org.uk

PhonepayPlus
Clove Building, 4 Maguire Street, London, SE1 2NQ
0800 500 212 or 020 7940 7474
[email protected]
www.phonepayplus.org.uk

Telephone Preference Service
DMA House, 70 Margaret Street, London, W1W 8SS
0845 070 0707
www.tpsonline.org.uk

Federation of Communication Services (FCS)
Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent, BR3 1AT
020 7186 5432
[email protected]
www.fcs.org.uk

This code has been licensed by The Federation of Communication Services Limited 2015
Licence number 001998-055