Onebill Telecom Ltd Consumer Codes of Practice

Introduction to Onebill Telecom Ltd

Onebill Telecom Ltd is an independent company that delivers telephone, data, mobile and Internet services to our customers throughout the UK, including Northern Ireland. Our products are distributed through our direct sales force and independent sales agencies. The purpose of this code of practice is to inform you about our products, services and customer care policies. This code of practice has been prepared in accordance with guidelines published by Oftel on the 17 February 2003 and approved by the communications industry regulator Ofcom.

How to contact us:

Should you need to contact Onebill Telecom between 8:30am and 17:30pm Monday to Friday this can be done by telephone, facsimile, Royal mail or email given below.

Address:

Onebill Telecom Ltd
PO Box 42177
London
SW8 1UE

Customer Services Telephone Number:

0844 567 6777

Customer Services Facsimile:

0845 601 4832

Our Commitment to You

Onebill Telecom is committed to providing you with the highest quality of service. Our company delivers to you telecommunications services purchased from BT Openreach and other leading UK carriers. We make every reasonable effort to supply the services that satisfy your requirements.

Our Product Portfolio

Onebill Telecom offer a wide range of products utilising the BT Wholesale Access and Calls & Access range of products and carrier pre-selection, these are:

PSTN lines - single and multilines
PSTN calls
ISDN 2e lines
ISDN 2e calls
ISDN 30e lines
ISDN 30e calls
Highway

In addition to these products we are also able to provide the following:

ADSL - Broadband Internet Access
Leased Lines
Carrier Pre-Selection

Further details about our products can be found on our website: http://www.onebilltelecom.com

Ordering a new service or Transferring to Onebill Telecom

To order any of our services please call customer services on 0844 567 6777. We normally do business on our standard terms and conditions, a copy of which is available on request from our customer services team or via our website: http://www.onebilltelecom.com The minimum term for telephone service is 12 months. We will endeavour to provide telephone service within 28 days of your original request, this is subject to the availability of lines at your premises. If there are special circumstances such as the need to install additional cabling we will advise you of the revised timescales.

Moving Home or Office

If you are moving home or office please call our customer services team on 0844 567 6777 at lease 14 days before you move so that we can make the appropriate arrangements. If there are special circumstances regarding the move we will advise you of the revised timescales. It is important to let us know when you are moving to ensure that you are not charged for calls made from your old address once you have moved. You will remain responsible for any calls made until the point of notification. A final bill will be sent to your new address once you have moved.

Repairs

Should you experience a fault on your line please call our fault repair service on 0800 917 2739 or alternatively you can contact them by email at faults@onebilltelecom.com We align our response times and services with BT and offer higher levels of customer fault care should you require them. If you would like to know more about these please contact customer services on 0844 567 6777 or visit our website: http://www.onebilltelecom.com

Cancellation

Should you decide to cancel your order for Onebill Telecom to provide your telephone service, you can do so. We will apply a compensation charge as per the terms and conditions of your contract.

Onebill Product Pricing

Onebill Telecom offers a unique Price Promise in their contract for Business Customers: Onebill promise to beat any tariff from a comparable supplier, for an equivalent product from day 1 of their contract. Please contact our Customer Services team for our current price list for our services and products or visit our Website: http://www.onebilltelecom.com

Billing

We will normally bill you monthly at the beginning of each month. Our only payment option is by Direct Debit, which represents one simple monthly transaction. Protected by the safeguards of the Banks, you have complete peace of mind regarding the accuracy of your payment. If an error is made you will receive a full and immediate refund to your account. We provide itemised bills as part of our service, we can also provide this in an electronic format by email if required. Please contact the customer service team for more information.

Disconnection Codes of Practice

Should you have difficulty paying your bill please contact us so that we can arrange a suitable alternative method of payment. Please do not cancel your direct debit, as this will need to be in place for future payment collections. We will not disconnect you from our service unless payment is defaulted on, or a direct debit is not in place to allow us to collect future payments. Prior to doing so we will contact you advising of the outstanding balance or the need for you to re-establish the direct debit instruction, allowing 7 days for this to be done.

After this period we may restrict your telephone service by way of call barring to prevent an increase in the debt. Further reasons for which we may disconnect your service can be found in our Terms and Conditions, a copy of which is available from our customer services team or via our website http://www.onebilltelecom.com

Complaint Procedure

Should you have a complaint about our service, in the first instance please contact our customer support team on 0844 567 6777. All complaints are treated very seriously and we operate a complaint procedure in order to resolve issues as quickly as possible to everyone's satisfaction. If you are still not satisfied the complaint has been addressed properly, and a letter confirming your complaint is closed has been sent to you, you are entitled to contact OTELO (Office of Telecommunication Ombudsman), the independent dispute resolution service:

OTELO, PO Box 730, Warrington, WA4 6VW. Phone: 0845 050 1614 Website: http://www.otelo.org.uk

Social Responsibility

Malicious calls cause annoyance, inconvenience and a great deal of anxiety. Onebill Telecom views this problem very seriously and works closely with the BT nuisance call bureau, the police and others in the Telecoms industry to tackle it. Should you experience malicious or nuisance calls please call our customer services team on 0844 567 6777 for information on how to deal with the situation.

Services for customers who are older or who may have a disability

We are committed to helping our customers to communicate easily. These codes of practice are available by request from Onebill Customer Service or visit our Website http://www.onebilltelecom.com and are applied in spirit as well as in the letter. Should there be a conflict between these Codes of Practice and Terms and Conditions, the Contract Terms and Conditions will apply.

Last Updated: Nov 2007.