T&C’s etc

Please note, our full terms and conditions can be found on Page 2 of the service agreement document – click here to download a copy.

Dialect Telecom Ltd

Codes of Practice

How to  contact us:

Please contact our Customer Service Team or your Account Manager

  • By phone: 01604212258
  • By email:   info@dialecttelecom.com
  • By fax: 01604 627556
  • By letter: Dialect Telecom Ltd., Whitworth Chambers, George Row, Northampton, NN1 1DF

Consumer Code of Practice on Complaint Handling and Dispute Resolution

Introduction to our company and services: DiALECT Telecom Ltd is an independent company that delivers communications services to 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 has been approved by Ofcom, the independent regulator for the UK communications industries.

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
  • Broadband access

Terms and conditions

When you subscribe to a service from Dialect Telecom Ltd, we will send you our Standard Terms and Conditions and ask you to sign a contract. If you have any questions, please phone our Customer Service Help Desk on 01604212258. We may carry out a credit check as part of our assessment procedures.

Where applicable, the minimum contract term for our services is 12 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 advise 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 days cooling off period after your order is placed. Should you wish to terminate your contract before the minimum term of 12 months we will charge for the remainder period. After the minimum term you can cancel any service by calling our Customer Service Helpdesk on 01604212258 giving us 30 days notice.

Faults and repairs

Please call our Fault Service Team on 01604212258  if you experience a fault with any of our  services. We aim to have this investigated and repaired within two days.

Price lists

Our pricing structure is available from our Customer Service  Team on 01604212258. 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 Customer Service Team.

We provide itemised bills as part of our service to you free  of charge.

If you have difficulty paying your bill, please contact us  on 01604212258 and we will try to arrange a different method of payment. We  will do all we can for small business customers to manage their bills and avoid  disconnection. Please refer to Dialect Telecom Ltd’s company terms and  conditions.

If you are moving home or office

Please call our Customer Service Team on 01604 212258 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  this is not always possible.

Number porting

Dialect Telecom 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 01604 212258.

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 01604212258. 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 (see “How  to contact us” above).

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, and  ultimately to the Managing Director. If we cannot resolve the problem, we will  write to you to say so.

If you remain unhappy and wish to pursue your complaint  further, if your complaint has been outstanding for more than 12 weeks or you  have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from Otelo.

Otelo is an independent organisation which is approved by  Ofcom to provide an alternative dispute resolution (ADR) service.  Ofcom-approved ADR services have been set up to sort out disagreements 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.

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 and 0871 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.  Our charges for calling these services are shown in our price list, which is  available on request from our Customer Services Team and via our website. We  can also give you a factsheet on NTS.

If you are unhappy with the help you have received from us  on a problem, please contact customerservice@dialettelecom.com.

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 01604212258 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.

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. ICSTIS has been given  responsibility for policing this type of activity and you can contact them via www.icstis.org.uk to ask for help or to  report examples of this type of abuse. For other ways to contact ICSTIS, 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 0700707.

Services for people with special needs

We are committed to helping all our customers to communicate  easily. We offer the following additional services for customer 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

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

Otelo – PO Box 730, Warrington, Cheshire, WA4 6WU. Tel:  01925 430870 or 0845 050 1614 email: enquiries@otelo.org.uk Website: www.otelo.org.uk

Ofcom – Riverside House, 2a Southwark Bridge Road, London  SE1 9HA. Tel: 0845 456 3040 or 020 7981 3040 email: contact@ofcom.org.uk Website: www.ofcom.org.uk

ICSTIS Ltd, Clove Building, 4 Maguire Street, London, SE1  2NQ. Tel: 0800 500212 or 020 7940 7474 Website: www.icstis.org.uk

Telephone Preference Service, DMA House, 70 Margaret Street,  London W1W 8SS Tel: 0845 0700707 Website: www.tpsonline.org.uk

Code of Practice – Sales and marketing of fixed-line  telephone services

Introduction and overview

The purpose of our Code of Practice is:

to show that Dialect Telecom Ltd (“our”, “us”,  and “we” refer to Dialect Telecom Ltd.) adopts responsible selling  techniques when marketing our fixed line-telecommunications services  (“services”); to help our customers and potential customers understand our  services and the behaviour to be expected from our representatives; to show that we provide our customers with higher standards of protection than consumer law requires; and to set out clearly what is good practice in the sales and  marketing of our services, as reassurance to our customers.

The code applies to the sales and marketing of our services  to small business customers (“you” and “your” refer to  customers) and covers all aspects of the sales process. We aim to avoid  mis-selling and misrepresentation and to ensure that you fully understand the  services and the terms of the contracts we offer you.

All our sales and marketing staff, sub-contractors and  agents are briefed on this code and we routinely monitor compliance with it. If  you feel that any representative of Dialect Telecom has breached the terms of  the code, please report your concerns to Helen Ryan on 01604212258, who has  responsibility for compliance with this code, and for handling associated  complaints.