Codes of Practice

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:

By email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

By fax: 0844 800 1178

By letter:

Sky Blue Telecom Ltd, 22-24 Hornsby Square, Southfields Business Park, Basildon, Essex. SS15 6SD;

Website: www.skybluetele.com

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

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.

Marketing

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.

Cancellation

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.

Price lists

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.

Billing

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.

Number porting

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,

Directory Entries

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,

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.

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.

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 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

Data protection

We comply fully with our obligations under the Data Protection Act 1998.