Code of Practice

We are committed to giving you high-quality 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.

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.

If you are a consumer or a small business with up to 10 employees then should you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days of your order being placed.  For cancellations after ten working days we will charge you an administration fee as set out in your contract. If you wish to terminate your Agreement during the minimum term of your Agreement, please contact our Corporate Accounts team. We will charge you a fee as set out in your contract. After the minimum term you can cancel any service by providing written notice in accordance with your agreement.

Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within 5 working days. Any refunds that are due will be credited to the next month’s invoice.

We will bill you as follows:

• Licence Fees & Rental Charges are billed monthly in advance.
• Call Charges & Excess Usage Charges/Power Charges/Bandwidth Charges are billed monthly in arrears.
• Set-up Charges & Additional Service Charges are billed either upon completion of the services or setup of service or prior to such completion, at the discretion of Netcentrix.
• We may bill you and require you to pay a deposit for equipment prior to us delivering such Equipment and we will bill you for the balance on delivery.
• Payment methods are agreed at the start of your agreement. If you wish to change your method of payment at any time, please call our Credit Control Team.
• We provide itemised bills as part of our service to you where applicable and on request. Printed bills  are available for an agreed fee.
• If you have difficulty paying your bill, please contact us on out main number, 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. In any event, you will be given 48 hours’ notice of any decision to disconnect your services for reasons of non-payment. We reserve the right to disconnect your services for other reasons as stipulated and in accordance with your contract terms.

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 would like to raise a complaint please email our customer services team, and we will be in touch as soon as possible.

We comply fully with our obligations under the Data Protection Act 1998.

Please call our Corporate Accounts Team 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.

We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are vulnerable or who may have a disability:

• 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.

If you use the Internet via a dial up connection, it is possible for software to be placed on your computer without you knowing – using the same methods as for computer viruses. This type of software (known as Internet or rogue diallers) can then make calls to PRS and NTS numbers without your knowledge.

Software is available to detect this activity and we can help you to access this – please contact our Customer Services Team for details. Phone-paid Services Authority has been given responsibility for policing this type of activity and you can contact them via www.psauthority.org.uk to ask for help or to report examples of this type of abuse. For other ways to contact Phone-paid Services Authority, see the “Useful Addresses” section below.