Code of Practice: Consumer
Including our Code of Practice on Complaint Handling and Dispute Resolution and our Code of Practice for Premium Rate Services and NTS calls.
Part 1 - Eurolink Telecom Ltd for Domestic and Small Business Customers
Introduction to our company and services
EUROLINK TELECOM is an independent company that delivers communications services to domestic and 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 and where to find information about our charges and terms and conditions. Our code of practice is published on website. Additional copies are available on request and free of charge to any domestic and small business customers. It is also available in larger print.
How to contact us
Please contact our Customer Service Team:
By phone:
08450 755 500
From 9am until 5.30pm Monday-Friday.
By email:
By fax:
08456 756 755
By letter:
Eurolink Telecom Ltd, Swan House, Bonds Mill Estate,
Stonehouse, Gloucestershire, GL10 3RF.
Website:
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 telephones
- Landline calls
- CPS - Carrier Pre-Selection
- WLR - Wholesale Line Rental
- ISDN - digital telephone lines
- Broadband access
- Internet
- Suvellience equipment
- IT & PC support
- Directory enquiries
- Mobile telephone and data services
- Equipment and maintenance service
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 08450 755 500.
Marketing
We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are stated on the website www.cap.org.uk
Terms and conditions
When you subscribe to a service from EUROLINK TELECOM, we will send you our Standard Terms and Conditions and ask you to sign a contract (Request for Service (RFS)), if applicable. If you have any questions, please phone our Customer Service Team on 08450 755 500. 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 three 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 7 working days after your order is placed.
The customer may cancel this Agreement at any time following the initial period by giving not less than 30 (thirty) days' notice in writing served by registered post to ELK. Cancellation charges are set out in the terms and conditions which can be found at www.eurolinktelecom.com.
Faults and repairs
Please call our Fault Service Team on 08450 755 500 if you experience a fault with any of our services. We aim to have this investigated and repaired within 2 working days.
Compensation and refund policy
Our policy is to investigate any claims and respond within 5 working days. Any refunds that are due will be credited to the next month's invoice, in agreement with the customer.
Price lists
Our pricing structure is available from our Customer Service Team on 08450 755 500 and on our website www.eurolinktelecom.com
Billing
We will bill you monthly.
You can choose to pay us via a range of options including 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 08456 756 755.
If you have difficulty paying your bill, please contact us on 0870 758 6888 and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection.
If you are moving home or office
Please call our Customer Service Team on 08450 755 500 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 for geographic numbers this is not always possible.
Number porting
EUROLINK TELECOM 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 Customer Service Team on 08450 755 500.
Directory Entries
You are entitled to a Directory Enquiry listing (including and entry in the Phone Book) for both your fixed and mobile telephone numbers. If you do want your details included, please contact our customer service team on 08450 755 500.
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 Complainst Code on our website at www.eurolinktelecom.com. Alternatively, copies are available free of charge and on request from our Customer Services Team on 08450 755 500.
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 08450 755 500 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:
- Priority fault repair and assistance
- Additional help and support if you have difficulty paying your bill
- A free Directory Enquiries service for people who are unable to use the printed phone book
- Copies of bills in large print, on computer disc (or in Braille) for customers who have difficulty reading their 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.
Part 2 - Eurolink 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 asa 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 (ex 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 08450 755 50 and via our website www.eurolinktelecom.com
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 Customer Service Team on 08450 755 500 for advice on this. We can also give you a fact sheet on PRS.
You can also ask for help from the PhonepayPlus, 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 prices range from free up to 4.2p per minute or per call (ex 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 08450 755 500 and via our website www.eurolinktelecom.com We can also give you a factsheet on NTS.
If you are unhappy with the help you have received from us on a problem with PRS or NTS, please contact Paul Lines, tel 08450 755 500 or email paul@eurolinktelecom.com, who has responsibility for compliance with our code of practice for PRS and NTS. You may also complain using the complaints procedure set out in this code including, ultimately, referring your complaint to Otelo PO Box 730, Warrington, Cheshire, WA4 6WU or email: enquiries@otelo.org.uk Website: www.otelo.org.uk.
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 08450 755 500. 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.
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
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk
PhonepayPlus
Clove Building, 4 Maguire Street, London, SE1 2NQ.
Tel: 020 7940 7474
Website: www.phonepayplus.org.uk
Federation of Communication Services (FCS)
Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT.
Tel: 020 8249 6363
Email: fcs@fcs.org.uk
Website: www.fcs.org.uk
Telephone Preference Service
DMA House, 70 Margaret Street, London W1W 8SS.
Tel: 0845 0700707
Website: www.tpsonline.org.uk
This code has been licensed by The Federation of Communication Services Ltd 2010.
Licence number 002035.
Published December 2010. Correct at the time of printing.
The Federation of Communication Services Limited 2010.
