Revolution Telecoms Ltd Codes Of Practice
Including our Code of Practice on Complaint Handling and Dispute Resolution and
our Code of Practice for Premium Rate Services and NTS calls
Part 1 - REVOLUTION TELECOMS LTD Code of Practice on Complaint Handling
and Dispute Resolution for Domestic and Small Business Customers
Introduction to our company and services
REVOLUTION TELECOMS LTD is an independent 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, and customer-care policies. Our
code of practice on complaint handling and dispute resolution has been approved by
Ofcom, the independent regulator for the UK communications industries for the
purposes of section 52 of the Communications Act 2003. This Code of Practice is
published on our website at www.revolutiontelecoms.com Additional copies are
available on request and free of charge to any domestic and small business customer.
It is also available in larger print.
How to contact us
Please contact our Customer Service Team From 8am until 6pm Monday-Saturday,
Sunday and bank holidays.
By phone:
0844 55 60 304
By email:
info@revolutiontelecoms.com
By fax:
0844 55 60 305
Website:
www.revolutiontelecoms.com
By letter:
REVOLUTION TELECOMS LTD 41 The Marlowes, Hemel Hempstead, Herts, HP1
1LD
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 calls
•CPS Carrier Pre-Selection
•WLR Wholesale Line Rental
•ISDN digital telephone lines
•Broadband access
•Non-geographic numbers
•Internet
•Directory enquiries
For more details on any of our products and services, or to place an order
immediately, please contact our Customer Service Team on 0844 55 60 304
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 REVOLUTION TELECOMS LTD, we will
send you our Standard Terms and Conditions If you have any questions, please phone
our Customer Service Team on 0844 55 60 304.
Where applicable, the minimum contract term for our services is 12 months for
business customers. We aim to provide services within ten 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 seven working days after your order is placed.
After seven 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 12
months for business customers, please call our Customer service Helpdesk on 0844 55
60 305 we will charge you a fee as set out in your contract.
Faults and repairs
Please call our Fault Service Team on 0844 55 60 304 if you experience a fault with
any of our services. We aim to have this investigated and repaired within 2-3 days
however we do not offer service level guarantees for this.
Compensation and refund policy
Our policy is to review each case on individual merit, on a case by case basis.
Billing
We will bill you on a monthly direct debit basis. You can pay us via direct debit only.
This is agreed at the start of your contract. We provide itemised bills as part of our
service to you, on request we can offer a fully itemised bill for an additional £2.50 per
month. If you have difficulty paying your bill, please contact us on 0844 55 60 304
and we will try to arrange a different method of payment.
If you are moving home or office
Please call our Customer Service Team on 0844 55 60 304 no later than 10 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
REVOLUTION TELECOMS LTD recognises 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
0844 55 60 304.
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 0844 55 60 304.
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 have a complaint about any part of our service, please contact our Customer
Service Team on 0844 55 60 304. 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: REVOLUTION TELECOMS
LTD, 9 Queensway, Hemel Hempstead, Hertfordshire, HP1 1LS
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, ultimately to the Managing Director at the above
address. If we cannot resolve the problem, we will write to you to say so.
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 the Communication and Internet Services Adjudication Scheme
(CISAS): 24 Angel Gate, City Road, London EC1V 2PT Tel: 0845 1308 170 or 0207
520 3827 e-mail: info@cisas.org.uk Website: www.cisas.org.uk
CISAS is an independent organisation which is approved by Ofcom to provide an
alternative dispute resolution (ADR) service. Ofcom-approved ADR services 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.
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 0844 55 60 304 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.
Copies of this Code are available in larger print
Part 2 - REVOLUTION TELECOMS LTD 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 about Premium
Rate Service (PRS) calls and on our charging policy for calls 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".0871 is now also designated as a Premium
rate number and subject to PRS regulation. Typical services include TV votelines,
mobile ringtone downloads, technical helplines, 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 (incl. vat).
Calling these services from, for example, mobile phones, cable networks or public
payphones will generally cost more than the advertised rate. But communication
providers must publish prices for calls to 0870 numbers where theses are higher than
for calls to geographic numbers. Our charges for calling these services are shown in
our price list, which is available on request from our Customer Services Team 0844
55 60 304 and via our website www.revolutiontelecoms.com
If you have a problem with PRS, we can help. We can provide advice on checking the
telephone number of any PRS charges that appear on your bill and will try to help you
identify the premium rate service provider. We can use call barring to restrict access
to "09" numbers. Please call our Customer Service Team on 0844 55 60 304 for
advice on this. We can give you a factsheet on PRS.
Number translation services
Number translation services (NTS) are based on numbers that are normally pre-fixed
08. For example, 0800 and 0808 are used to provide freephone 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 helplines. 0870
numbers are used for information services, technical helplines 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 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 but communications providers must
publish prices for call to 0870 numbers where these are higher than for call to
geographic numbers. Our charges for calling these services are shown in our price list,
which is available on request from our Customer Services Team 0844 55 60 304 and
via our website www.optimumcalls.com. We can also give you a factsheet on NTS.
If you are unhappy with the help you have received from us on a problem with PRS or
NTS, please contact Samantha Brown Tel 0844 55 60 304 or email
enquiries@optimumcalls.com, who has responsibility for compliance with our code of
practice for PRS and NTS. You may also complain using the complaints procedure set
out in this code including, ultimately, referring your complaint to CISAS 0207 520
3827 info@cisas.org.uk.
Internet diallers
If you use the Internet, 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
0844 55 60 304 PhonepayPlus has been given responsibility for policing this type of
activity and you can contact them via www.phonepayplus.org.uk to ask for help or to
report examples of this type of abuse. For other ways to contact PhonepayPlus, see the
"Useful addresses" section below. We can also help by barring calls to 09 numbers.
The Telephone Preference Service
If you don't want to get 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 number is
on the list, it is illegal for a company to call you for marketing purposes. You can
contact the Telephone Preference Service via www.tpsonline.org.uk or by telephoning
0845 070 0707.
Udeful Addresses
CISAS 24 Angel Gate, City Road, London EC1V 2PT, Tel: 0845 1308 170 or 0207
520 3827 email: info@cisas.org.uk Website: www.cisas.org.uk
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
PhonepayPlus (formerly Icstis) - Clove Building, 4 Maguire Street, London, SE1
2NQ. Tel: 0800 500 212 or 020 7940 7474 Website: www.phonepayplus.org.uk
email: info@phonepayplus.org.uk
Telephone Preference Service - DMA House, 70 Margaret Street, London W1W 8SS
Tel: 0845 070 0707 Website: www.tpsonline.org.uk