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Code of Practice
Content starts here
Contents
1.Introduction to Tiscali-Who we are
2. Purpose of Code
3. Our products and Services
4. How to apply for our services
5. Bills
6. Making a Payment
7. Cancelling and Disconnecting your service
8. Faults and Repairs
9. Complaints
10. Contact Information
11. Other useful addresses
Sales and Marketing Code of Practice for Fixed-line Telecommunications Services
Section 1: Sales, marketing advertising and promotion
Section 2: Recruitment and sales training
Section 3: Customer contact
Section 4: Entering into a contract – information, order forms and contracts
Section 5: Customer protection and other legal requirements
Section 6: Audit
1. Introduction to Tiscali - who we are We were launched in Cagliari, Italy, and set up operations in the UK in July 2001 after acquiring Liberty Surf, World Online and LineOne. Most recently, we bought Tiny Online and Gateway ISP. The customer is at the heart of our system of values and in line with this principle, we have developed a series of easy-to-use products and services. It is our vision to be the Leading European internet company: being independent and innovative and making the internet affordable for everybody. 2. Purpose of this code This code of practice, together with our standard terms and conditions for the relevant product or service that you take from us, describes the relationship between you the customer, and us, the service provider. The purpose of this code of practice is to provide our customers with details of:
- the services we offer and how we aim to deliver those services to you; and
- what you should do if you want to contact us regarding a new service or to tell us about any issues with an existing service.
| Pay As You Go | No monthly fee, you simply pay local call rates for your time online as charged by your existing phone supplier. |
| Tiscali AnyTime | Go online at any time of the day or night (up to 150 hours a month). |
| Tiscali DayTime Plus | Go online seven days a week from 8am to 6pm Monday to Sunday. |
| Tiscali OffPeak | Go online during off-peak hours (Monday to Friday 6pm to 8am and all weekend). |
| Tiscali Broadband | We offer a choice of broadband packages-please see our website for further details. |
| Anytime Talk | All calls at any time with no monthly fee. |
| Daytime Talk | Extra savings on UK daytime calls with no monthly fee. |
| Offpeak Talk | Unlimited calls to UK landlines in the evenings and at weekends. |
| OffPeak & Mobile Extra | Unlimited calls to UK landlines in the evenings and at weekends and calls to mobiles in the evenings. |
| 5p per Hour Plan | This applies to any local or national UK calls in the evenings and weekends (up to 60 minutes) with no monthly fee. |
| Surf & Save | A combined internet and phone service. |
For more information on these products, please visit our website at
http://www.tiscali.co.uk/services/smarttalk/ 3.3 Pricing information You can find details of our pricing information online, or by calling our sales representatives.
- For internet access packages go to http://www.tiscali.co.uk/products or call one of our sales representatives on 0800 111 210.
- For further information on our broadband packages, call 0844 875 0607.
- For pricing information on our phone services, go to http://www.tiscali.co.uk/services/smarttalk/rates.html or call our sales representatives on 0800 954 2223.
Or pick up a copy of the latest version of our CD from various high-street retailers.
Alternatively call our freephone sales lines on:
0800 111 210 for dial up internet packages; or
0844 875 0607 for broadband packages. (Lines are open 8am to 10pm, seven days a week. Please note that we are unable to handle any issues relating to customer services or technical queries on these numbers.)
You can also change an existing access package online by visiting http://www.tiscali.co.uk/members/myaccount/
4.2 Phone Service To sign up for one of our phone packages online, visit our website at: http://www.tiscali.co.uk/services/smarttalk/package.html Or, call our freephone sales lines on 0800 954 2223. If you have a query regarding an existing phone package please call the Billing and Customer Care Team on 0871 222 3311 4.3 When can I expect the service to be available? Dial-up internet account
- Once you have registered online for a Pay As You Go, Anytime or Daytime Plus internet account, we aim to activate your service within 30 minutes. If you need any assistance you should call 0845 6601001.
- It takes approximately 15 working days to set up your broadband account. During that time we will:
- We will test your line to make sure you can receive the service.
- We will send your installation kit, including broadband modem and everything you need to get connected to your address.
- We will send you regular updates on the status of your order via email.
- Finally, we will e-mail you at the contact email address you have given us to confirm when you can start using your broadband service.
- Once we have received your application, we arrange with BT to set up the service on your phone line.
- Once BT have confirmed the order, we will send you a welcome pack containing your 'Go-Live' date.
- After your 'Go-Live' date, you will automatically start saving on your calls.
- In the meantime BT will send you a letter about setting up the service on your line. You do not need to take action when you receive this letter.
- The whole process will take approximately 20 days from the receipt of your order.
- Pay-as-you-go - If you have a Pay-As-You-Go account, you will not receive a bill from us. Your existing phone supplier will charge you at local rate for the time you spend online.
- All other internet accounts - If you have any other internet account with us, we will send you a monthly e-mail notification containing an internet web address to your online invoice for your subscription fee and any charges for your time online outside your 'unlimited' periods. (Any such calls will be charged at local call rates.)
- As a Tiscali Talk customer you will receive a monthly bill from us for your calls while still paying BT for your line rental and any special services they provide. You will receive a hard copy of your bill in the post, which we will itemise for you at no extra charge.
- You can pay by credit card (MasterCard, Visa card or JCB) or direct debit.
Or, call the Billing and Customer Care Line on 0871 222 3311 quoting your account number. If you have difficulty paying your bill, please contact the Billing and Customer Care Team as soon as possible, where we will discuss alternative methods of payment with you. Please note that if we are not aware that you are having difficulty paying your bill we may send reminder letters requesting payment. 7. Cancelling and Disconnecting your services
- Pay-As-You-Go, AnyTime, DayTime, DayTime Plus and OffPeak Internet accounts
- Cancelling broadband
- Cancelling Tiscali Talk
- If you use the Tiscali Talk service using carrier pre-selection (CPS)
If you decide to cancel any of the internet access accounts above, please call our Customer Service Team on 0871 222 3311. Or you can e-mail us at http://www.tiscali.co.uk/aboutus/contact/tiscali/cust service.html
All our broadband services have a 12-month minimum contract. For more information about cancelling your service, please call the broadband Customer Service Team on 08707 442 922.
You can cancel your account by calling 0800 688 7574.
If you are using CPS, the procedure we use to disconnect you will depend on which operator you select to carry your calls in the future. You are responsible for contacting the operator to arrange this. It is then the responsibility of your new service provider to confirm when they will start handling your calls. In the meantime we will continue to bill you for your calls and remain on our terms and conditions. There is no minimum period for supplying this service. However, you will continue to be responsible for calls you make before your new provider starts handling your calls, or if you have chosen not to receive CPS from another provider, until the date on which the termination notice applies. Please note that if you do not pay our bill within 30 days, we can disconnect any service in line with our standard terms for this service. We may end your internet access if you break a term of your contract with us that allows us to take this action. We will also suspend any premium-rate numbers if we believe you have broken our conditions. Please visit our website for details of Terms and Conditions for each of our products. Should you dispute any part of your bill you should contact the Billing and Customer Care Team on 0871 222 3311 and in the meantime pay the remainder of your bill.
PO BOX 7206
Milton Keynes
MK14 6XG.
You should expect to receive a response to your query within seven working days of us receiving your correspondence. 9.2 Step two - What we will do On receipt of your complaint our dedicated Team will thoroughly investigate any issues raised and propose a course of action for resolution. 9.3 Step three - If you are not satisfied If you are not satisfied with the action we plan to take, you should request that your complaint be referred to the Customer Service Manager.
Customer Service Manager
Tiscali Customer Services
PO BOX 7206
Milton Keynes
MK14 6XG.
You should expect to receive a response within seven working days of us receiving your correspondence.
Alternatively you can email our dedicated Complaint Management Team complaints@uk.tiscali.com 9.4 Step Four - If you continue to be unhappy If you are not satisfied with the course of action proposed by our Customer Service Advisors or Manager to resolve your complaint, you may request that your complaint be referred it to the General Manager at the addresses given above. You should expect to receive a response within seven working days of us receiving your correspondence. 9.5 Step Five - Further Action in order to resolve your dispute Once you have a response from our General Manager, if you remain dissatisfied with our attempts to resolve the issue, you can contact CISAS, the independent consumer adjudication service. Please note that CISAS can only help if you have given us an opportunity to resolve any issues. 9.6 Our Complaint Escalation Process
| Step 1 | Customer Service Representative |
 | |
| Step 2 | Customer Service Senior Representative |
| |
| Step 3 | Complaint Management Team |
| |
| Step 4 | Customer Service Manager |
| |
| Step 5 | General Manager |
| |
| Step 6 | CISAS |
Phone: 0871 222 3311
email: please visit http://www.tiscali.co.uk/aboutus/contact/smarttalk_advice_form.html and complete the online form
Post: Tiscali Customer Service
PO box 7206,
Milton Keynes,
MK14 6XG 10.2 Broadband Services
PO Box 7206,
Milton Keynes,
MK14 6XG 10.5 Extra help is also available online You may also find the solution to any problem you may have by looking through our wide range of Help Pages on the Internet. We regularly update these and therefore you may find your question has already been answered in our FAQ section. 11.Other useful addresses: Communications & Internet Services Adjudication Scheme (CISAS)
c/o The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP
Phone : +44 (0) 20 7421 7432
Fax: 020 7404 7150
Email : cisas@arbitrators.org
Website : http://www.arbitrators.org/cisas
Textphone: 020 7242 5643 Office of Communications (Ofcom)
Riverside House
2A Southwark Bridge Road
London SE1 9HA
Phone: 020 7981 3000
Fax: 020 7981 3333
E-mail: mediaoffice@ofcom.org.uk
Website: http://www.ofcom.org.uk/ The Telephone Preference Service-will register your phone number to stop you receiving unwanted marketing calls
Telephone Preference Service (TPS)
DMA House
70 Margaret Street
London
W1W 8SS
Tel 020 7291 3320
Fax 020 7323 4226
Email tps@dma.org.uk
Web http://www.tpsonline.org.uk
The Independent Committee for the Supervision of Standards of Telephone Information Services (ICTIS)
4th Floor, Clove Building
4 Maguire Street
London
SE1 2NQ
Phone: 020 7940 7474 The Citizens Advice Bureau (CAB)
Website: http://www.nacab.org.uk Sales and Marketing Code of Practice for Fixed-line Telecommunications Services
The purpose of this sales and marketing code of practice is to:
- Outline what constitutes standards of good practice when executing sales and marketing activity.
- Ensure Tiscali acts responsibly in the marketing of Fixed Line Telecommunication Services and conducts all sales and marketing activity following these standards of good practice.
- Ensure Tiscali provide Customers with standards of protection by giving Customers an understanding of the services offered and the key terms of any contracts they are entering into.
Section 1: Sales, marketing advertising and promotion
Section 2: Recruitment and sales training
Section 3: Customer contact
Section 4: Entering into a contract – information, order forms and contracts
Section 5: Customer protection and other legal requirements
Section 6: Audit
Section 1: Sales, marketing advertising and promotion
- 1.1 Tiscali will conduct sales and marketing activity through a wide range of channels e.g. TV, radio or press advertising, retail promotions, post, fax, electronic mail, telephone or in person
- 1.2 Tiscali will respect Customers'legal rights and wishes where they have registered with any relevant preference service, including the Mailing Preference Service, the Telephone Preference Service, the Fax Preference Service and the E-mail Preference Service, except where Tiscali has permission from existing Customers.
- 1.3 Tiscali will ensure all advertising and promotion is compliant with the British Codes of Advertising and Sales Promotion and all other applicable advertising codes. In addition, advertising and promotional literature will be clear, unambiguous, accurate and fair, containing no false or misleading information about price, value or service and, in particular, will not denigrate other Providers.
- 2.1 Tiscali will ensure that all recruitment of any persons involved in sales and marketing activity will be conducted in accordance with the guidelines below (including persons employed through third party agencies).
- 2.2 All staff will be employed taking the following into consideration:
- behaviour and appearance, recognising that the sales person may be seen as the ‘public face’ of the industry;
- security – references and relevant convictions for criminal offences to be checked and taken into account;
- evidence of mis-selling or lack of integrity in any previous selling employment.
- 2.3 The following requirements for sales staff based in the UK will be observed:
- the applicant must provide proof of National Insurance number, proof of address and two references;
- referees cannot be related to the applicant;
- business referees must not be from the same company;
- if a sales person leaves for any reason, a copy of his or her sales records(including all recordings and notes on sales) will be retained for a minimum period of six months; and
- reasonable endeavours are made to retrieve the identification badges of staff leaving the company.
- 2.4 For sales-staff not based in the UK, equivalent procedures will be applied, and documented.
- 2.5 Tiscali will take reasonable steps to ensure that every such person is trained so as to have a sufficient understanding that any relevant advice given by such person is not misleading. Topics covered will include:
- the different telephone service available including all rates and other terms and conditions of service;
- the process for ordering the telephone service;
- the process for cancelling the contract both during the cooling-off period and at any time following commencement of the service;
- the procedure for handling customer complaints.
- 2.6 Responsibility for compliance with the Code by representatives to lie with Shelley Mackereth, Marketing Manager – Voice Products.
- 2.7 If you believe we have failed to meet our commitments regarding our Sales and Marketing activites, please contact: Dominic Negus, Customer Relations, Tel: 0871 222 3311, Email: tiscalitalkcustomers@uk.tiscali.com, address: Tiscali UK Ltd PO Box 6207, Milton Keynes, MK14 6XG
- 2.8 Tiscali will document any remuneration systems that are utilised. These remuneration systems will be structured so as not to encourage misleading or exploitative sales practices. Tiscali will be kept informed of incentive schemes used by any agencies it employs for sales and marketing.
- 3.1 Tiscali will ensure that no telephone calls will be made outside the hours of 08.00 to 21.00, unless at the Customer’s request.
- 3.2 Tiscali will ensure that all representatives are courteous, use appropriate language and offer clear and straightforward explanations. All information given will be factual and accurate. Representatives will not misrepresent the services being offered nor those of other Providers. Representatives will also check that Customers entering into contracts understand, and intend, them.
- 3.3 Tiscali will ensure that Representatives will cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long, and if the Customer requests it, the discussion will be ended immediately.
- 3.4 Tiscali will ensure Representatives are not to abuse the trust of vulnerable Customers e.g. those who are elderly or whose first language is not English, or who have special needs.
- 3.5 No sales or marketing activity will be conducted that is directed to those who are under the legal age for entering into contracts.
- 3.6 Tiscali will ensure that all records of sales and marketing campaign will be maintained for six months, including the date and the approximate time of the contact with the Customer. Records to be such as to allow subsequent identification of the salesperson(s) involved and to assist in dealing with any complaint or query.
- 4.1 Tiscali will ensure that all reasonable steps are taken to ensure that the person entering into a contract is authorised to enter into the contract for the Fixed-line Telecommunications Services/bills at the premises.
- 4.2 Tiscali will ensure that all order forms and contract forms are designed such that the contractual nature of the document is clear to the Customer
- 4.3 Where a direct approach to the Customer takes place Tiscali will ensure the Customer is given the information set out in this paragraph, in writing, in a clear and comprehensible manner
essential information including the identity of the company, its address, telephone, fax and e-mail contact details, as appropriate;
- a description of the telephone service sufficient to enable the customer to understand the option that the customer has chosen, and how it works;
- information about the major elements of the service, including the cost of any standing charges, the payment terms, line rental, key call types and details of “protected or special support” arrangements;
- the arrangements for provision of the service, including the order process and, as accurately as possible, the likely date of provision. Where there may be significant delay in the likely date of provision, the Customer to be informed;
- the existence of a right of cancellation and the process for exercising it;
- the period for which the charges remain valid; and
- the minimum period of contract, and minimum contract charges, if any
- 4.4 At the Customers request, Tiscali will ensure full written information about tariffs is available.
- 4.5 If a Customer signs an order form following face to face contact, or enters into a written contract, Tiscali will give the customer a copy of the order form or contract, as well as the following details in writing either at the same time or within 5 working days, unless previously supplied in writing prior to contract:
- information about any after-sales services or guarantees; and
- arrangements for the termination of the contract.
- 4.6 Tiscali will ensure that orders placed by distance selling means to comply with Distance Selling Regulations
- 4.7. During the switchover period Tiscali will not charge any cancellation fee for Customers where they change their mind. Customers will be made aware that they have the right to change their mind during the switchover period .
- 4.8 Customers will be permitted to cancel orders and terminate contracts during this switch over period by telephone, in writing, by fax or by e-mail.
- 4.9 All new customers will receive a mandatory letter in accordance with the industry-agreed process informing the customer of the details of the transfer, and the following to be clearly communicated:
- date of notification;
- CLI(s) affected;
- list of services affected/unaffected, e.g. IA call barring;
- date of switchover;
- the sender’s contacts details for any queries.
- 4.10 Tiscali will continually monitor the procedures by which contracts are agreed and to take appropriate steps to prevent recurrence of any problem identified.
- 4.11 In all cases, Customers will be contacted along similar timescales to the industry-agreed process described in paragraph 4.9 to confirm that the Customer understands that they have entered into an agreement, are happy to proceed with the agreement.
- 4.12 If it is found that the contract was not understood or intended, or if the order matured before the expiry of the switchover period, and the Customer wishes to cancel, Tiscali will terminate the contract without charge or other penalty to the Customer.
- 5.1 Procedures to comply with all applicable legislation and appropriate amendments
- 6.1 Tiscali will carry out regular audits of systems, procedures and documentation to ensure that they are acting compliantly with all aspects of the Code.