Please note, our full terms and conditions can be found on our 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 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 is compliant with Ofcom regulations, 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
- Lines, Calls & New Installs
- Business Broadband & Fibre
- VoIP (Voice over Internet Protocol)
- Non Geographical Numbers
- Online Bulk Texting Systems
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 01604 212258. We may carry out a credit check as part of our assessment procedures. 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. Acceptable Usage Policy Where the end-user pays a flat monthly fee for using our service, these services are governed by an Acceptable Usage Policy. This Acceptable Use Policy (AUP) is intended to help protect our customers, and the Internet community, from the inappropriate use of the Internet. This AUP sets out the rules which apply to the use of our internet connection services including your responsibilities, and permitted and prohibited uses of those services. We remind customers that when they are connected to the internet via our service they must comply with the law. Customers must not use our service: – for the improper use of a public electronic communications network which is or would be an offence under Section 127 of the Communications Act 2003; or – any unauthorised access or denial of service attack which is or would be an offence under Sections 1, 2 or 3 of the Computer Misuse Act 1990; or – to commit an offence under the Regulation of Investigatory Powers Act 2000; or – to commit an offence under any other relevant UK legislation; A customer’s use of our service constitutes acceptance of this AUP. We reserve the right to revise and update this AUP from time to time. 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, we will charge for the remainder period. After the minimum term you can cancel any service by calling our Customer Service Help Desk on 01604212258 giving us 30 days notice. Faults and repairs Please call our Fault Service Team on 01604 212258 if you experience a fault with any of our services. We aim to have this investigated and repaired within specific timescales. Price lists Our pricing structure is available from our Customer Service Team on 01604 212258. 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 bacs 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 01604 212258 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 01604 212258. 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 OfCom. 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 01604 212258 to report the incident and for information on how to deal with it. 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 0345 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 customers who are older 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
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 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 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 Debbie Tear on 01604212258, who has responsibility for compliance with this code, and for handling associated complaints.