SKY BLUE TELECOM LTD CODE OF PRACTICE
Including our Basic Code of Practice and our Code of Practice for Premium Rate Services and NTS calls
Part 1 - Sky Blue Telecom Ltd Basic Code of Practice for Small Business Customers
Introduction to our company and services
SKY BLUE 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, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website at http://www.skybluetele.com/index.php?option=com_content&view=article&id=52&Itemid=212. Additional copies are available on request and free of charge to any small business customer. It is also available in alternative formats e.g. large print.
How to contact us
Please contact our Client Services Team
By phone: From 9am until 5.30pm Monday-Friday, excluding Bank Holidays.
Please call the appropriate number for your query below:
Small business and corporate accounts – 0844 800 1180
By fax: 0844 800 1178
Sky Blue Telecom Ltd, 22-24 Hornsby Square, Southfields Business Park, Basildon, Essex. SS15 6SD;
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
CPS – Carrier Pre-Selection
WLR – Wholesale Line Rental
ISDN – digital telephone lines
VoIP & IP telephony services
Intelligent Call Routing
Mobile telephone and data services
Equipment and maintenance service
For more details on any of our products and services, or to place an order, please contact our Sales Team on 0844 800 1180.
You may also purchase our services from local dealers and retailers around the UK. For more information, please contact our Client Services Team on 0844 800 1180.
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 SKY BLUE TELECOM LTD, we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Sales Team on 0844 800 1180. We may carry out a credit check as part of our assessment procedures.
Where applicable, the minimum contract term for our services is 36 months. We aim to provide services within 10 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.
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days after your order is placed. After (ten) 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 36 months, please call our Client Services Team on 0844 800 1180. We will charge you a fee as set out in your contract. After the minimum term you can cancel any service by calling our Customer Client Services Team on 0844 800 1180, giving us a minimum of 3 months’ notice.
Faults and repairs
Please call our Client Services Team on 0844 800 1180, if you experience a fault with any of our services. We aim to have this investigated and repaired within 5 working days.
Compensation and refund policy
Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within 10 working days. Any refunds that are due will normally be credited to the next month’s invoice.
Our pricing structure is available from our Sales Team on 0844 800 1180. We will write to you in advance if we change the pricing structure on your products and services.
We will bill you monthly, quarterly or annually, depending on the product you order.
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 Client Services Team on 0844 800 1180.
We provide itemised bills at flat rate as part of our service to you on request.
If you have difficulty paying your bill, please contact us on 0844 800 1180 and we will try to arrange a different method of payment. We will do all we can to help our small business customers to manage their bills and avoid disconnection.
If you are moving home or office
Please call our Client Services Team on 0844 800 1180, no later than 90 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.
SKY BLUE TELECOM LTD recognise 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 Client Services Team on 0844 800 1180,
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 Client Services Team on 0844 800 1180,
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.
Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website at http://www.skybluetele.com/index.php?option=com_content&view=article&id=131&Itemid=214. Alternatively, copies are available free of charge and on request from our Client Services Team on 0844 800 1180.
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 Client Services Team on 0844 800 1180, 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.
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, including:
Copies of this Code are available in larger print on request
We comply fully with our obligations under the Data Protection Act 1998.
Part 2 - Sky Blue Telecom 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 8.51 pence and £1.2766 per minute, per call or per text (excl. 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.
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 Client Services Team on 0844 800 1180, for advice on this. We can give you a factsheet on PRS.
You can also ask for help from PhonepayPlus (formerly ICSTIS), which is the industry-funded regulatory body for Premium Rate Services. PhonepayPlus operates a code of practice that sets out standards for the operation of PRS. You can use the PhonepayPlus website at www.phonepayplus.org.uk to check PRS numbers direct or to download a complaint form. PhonepayPlus has legal powers to require a provider of PRS to amend its service or promotional material (or both) and can also impose penalties on content service providers. For other ways to contact PhonepayPlus, see the “Useful addresses” section below.
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 standard prices range from free up to 4.2p per minute or per call (excl. 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 calls to 0870 numbers where these 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 Client Services Team on 0844 800 1180. We can also give you a factsheet on NTS.
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. 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.
Cisas– 24 Angel Gate, City Road, London EC1V 2PT, Tel: 0845 1308 170 or 0207 520 3827
Telephone Preference Service - DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk
This code has been licensed by The Federation of Communication Services Limited 2011
Licence number 001507
Published February 2011. Correct at the time of printing. © The Federation of Communication Services Limited 2011
Last Updated 5th July 2012 Sky Blue Telecom Ltd