Telecoms products invariably come with some Terms & Conditions.
Our customer complaints procedure can shed light on how to make a complaint and how we handle them and who to contact if we fail to help you resolve it to your entire satisfaction.
Express Telephony Limited is a company incorporated and registered in England with company number 6793663 whose registered office is at Regency House, 33 Wood Street Barnet, Hertfordshire EN5 4BE (in this Code of Practice “We” or “Our” or “Us”). The purpose of this Code of Practice is to: i) inform Our customers (“You”) about the Publicly Available Telephone Services (“Services”) which We offer; ii) bring to Your attention important details concerning Your purchase of Services from Us; and iii) let You know how to contact Us.
Express Telephony’s Standard Terms and Conditions entered into by customers can be found here General Terms and Conditions or can be supplied to You upon demand by emailing firstname.lastname@example.org and requesting a copy be sent to you.
1 Services we supply
1.1 Inbound calls and outbound termination using VoIP services
1.2 Hosted IP Telephony
1.3 Audio and Video Conferencing systems
1.4 Fax Messaging Services and SMS services
1.5 UK wide fixed line telephone services and call charges provisioning
1.6 Connections to the Internet; broadband and Ethernet, Leased line and MPLS and Mobile Broadband Services
1.7 Access to some services for provisoning and billing management via Portals
1.8 Unified Communication Services and Applications
1.9 Legacy PBX Systems and service support
2 Standard fees
Express Telephony pricing is supplied using Qwotewerks quotation software system and Valet electronic contract signing software service or an email or printed paper form available from our sales and customer service team email@example.com Prices for all labour and materials, licenses and services are available upon request prior to signature of any orders.
3 Minimum contractual term
All Services are fixed term contracts with per month billing (not daily) with one months notice required prior to renewal or cancellation. Additional charges may apply for contract termination and cancellation. Non- negotiated renewal of contracts may revert to our standard monthly billing charge once out of contract and may increase charges.
4 Emergency calls
4.1 We shall provide access to 999/112 public emergency call services and shall take all reasonable steps to provide uninterrupted access to such services. However it is possible that the Services may become unavailable as a result of things over which We have no control, for example, failures of Your internet service provider (ISP) or internet connection. In such circumstances all services (including 999/112 public emergency call services) will be unavailable.
4.2 Our Services may not provide Your phone number and location details to the operator of 999/112 public emergency call services if You make a public emergency services call. You may have to provide Your location information and phone number verbally to the operator.
4.3 If the Services are to be used principally at a single, fixed location, You must register with Us the address of the place where the service will be used, in order to assist emergency services organisations.
5 Number Portability and further features
5.1 Number portability.
We are ITSPA Members and ITSPA members are encouraged to comply with its Best Common Practice Document on porting numbers between the membership. This BCP outlines ITSPA’s recommended policy of enabling the free and open transfer of telephone numbers amongst its members and the protection of a customer’s number in the event of an ITSPA member ceasing to trade.
The BCP can be found at: http://www.itspa.org.uk/consultation/070126_portingBCP.pdf
6 Special measures for end-users with disabilities
6.1 Any of our literature, including this code, are available in large print or audio format. Please contact Customer Services with your full name, address and telephone number so that we can send it to you or contact you in the unlikely event of a problem.
6.2 Priority fault repair. customers with special needs must pre-register with us. Please note that fault repair is only available for some products and services and may also incur separate or additional charges. Please contact firstname.lastname@example.org for more information
7 How to contact Us to resolve complaints
7.1 You can contact Us:
7.1.1 Post – Express Telephony Limited, Unit 15-17 High Oak Business Centre, Gentlemen’s Field, Westmill Road, Ware Sg12 0EF
7.1.2 email : email@example.com
7.1.3 telephone: +44 (0)1920876220, fax +44 (0)8458621253
We shall respond to You within 5 working days.
7.2 Express Telephony (Managing Director) accepts full responsibility for effective complaints handling. In all cases we will treat your correspondence in strict confidence, with fairness and objectivity.
7.3 Should you feel your complaint has not been handled satisfactorily; you may wish to contact the Communications and Internet Services Adjudication Scheme (CISAS). CISAS is an Ofcom certified independent adjudication service which has been set up to resolve disputes between customers and providers of communication services such as broadband and mobile phone services. CISAS is designed to adjudicate disputes that have not been resolved through the communication provider’s own complaints procedure.
7.3.2 we are regulated by the Office of Communications (“Ofcom“), the independent regulator and competition authority for the communication industries in the United Kingdom. Ofcom can be contacted by post to Ofcom, Riverside House, 2a Southwark Bridge Road, London SE1 9HA, or by calling 0300 123 3333 or 020 7981 3040; and
7.3.3 We are members of the Internet Telephony Services Provider Association (“ITSPA“) and subscribe to the ITSPA Code of Practice. ITSPA can be contacted by post to ITSPA Secretariat, 11 Buckingham Palace Road, London SW1W 0WQ, by email to firstname.lastname@example.org or by calling +44 (0)20 7340 1422.