Consumer Code of Practise

Basic Code of Practice and Code of Practice for Premium Rate Services and NTS calls

 Part 1 – City Communications Basic Code of Practice for Business Customers

Introduction to our company and services
City Communications is an independent family business that provide telecommunication services to predominately business customers. We may not provide all of the components of our services ourselves, but 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 & conditions. This Code of Practice is published on our website at www.citycommunications.co.uk. Additional copies are available on request and free of charge to any business customer. It is also available in alternative formats, (e.g. large print).

How to contact us
Please contact our Customer Support Team by any of the following:

By phone: 0115 8384284
By email: support@citycommunications.co.uk
By post: City Communications, Trent Business Centre, Thoroton Road, West Bridgford, NG2 5FT

Or via our website: www.citycommunications.co.uk

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, ISDN2e, ISDN30e, Analogue & Multi Analogue Lines
  • Broadband access
  • VoIP & IP telephony services incl. leased lines
  • Non-geographic numbers
  • Mobile telephone and data services – incl.EE/O2/Vodafone
  • Equipment and maintenance service – incl. PBX Solutions (Avaya, Polycom, Toshiba etc.)

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0115 8384284.

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 City Communications, we will send you our Standard Terms & Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 0115 8384284. 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 from the commencement date unless otherwise stated (refer to clause 1 of City Communications terms & conditions found at www.citycommunications.co.uk). We aim to provide services within 14 days, from the date of the Agreement (subject to the line type) for those numbers not requiring the transfer of line rental, and 21 days for those numbers which do require the transfer of line rental, 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. After 7 working days we will charge you an administration fee as set out in your contract. Notification to cancel any service provided by City Communications should be submitted by email, telephone or post effective on the date the notice is received by City Communications, no less than 30 days prior to the contract end date, but no greater than 60 days prior to expiration date.

Faults and repairs
Please call our Customer Service Team on 0115 8384284 if you experience a fault with any of our services. We aim to have this investigated and repaired within 5 days, subject to service agreements and care levels.

Compensation and refund policy
Our policy is to assess each claim on a case by case basis.

Price lists
Our pricing structure is available from our Customer Service Team on 0115 8384284. We will inform you in advance if we change the pricing structure on your products and services.

Billing
We will bill you monthly.
You can choose to pay us via a range of options including credit card, 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 on 0115 8384284.

We provide itemised bills as part of our service to you on request and for a fee of £2.50 per month.

If you have difficulty paying your bill, please contact us on 0115 8384284 and we will try to arrange a different method of payment. We will do all we can to help our business customers to manage their bills and avoid disconnection.

If you are moving home or office
Please call our Customer Service Team on 0118 8384284 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
City Communications 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 0115 8384284.

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 Customer Service Team on 0115 8384284.

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 www.citycommunications.co.uk. Alternatively, copies are available free of charge and on request from our Customer Service Team on 0115 83842

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 0115 8384284 to report the incident and for information on how to deal with it.

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 access to the Customer Service Team
  • 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 – City Communications 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 vote lines, 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 10 pence and £3.50 per minute, or £5 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 access 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 Customer Service Team on 0118 8384284 for advice on this. We can give you a factsheet on PRS.
You can also ask for help from 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 submit a complaint. 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 normally used for 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 10p per minute or per call. 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 access 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. 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 our Compliance Manager Jayne Morris (tel: 0115 838284 or email: jayne@citycommunications.co.uk), 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 our complaints code including, ultimately, referring your complaint to The Ombudsman Services.
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

The Ombudsman Services:
PO Box 730, Warrington, WA4 6WU
0330 440 1614
osenquiries@os-communications.org
www.ombudsman-services.org

Ofcom:
Riverside House, 2a Southwark Bridge Road, London, SE1 9HAT
020 7981 3040 or 0300 123 3333
contact@ofcom.org.UK
www.ofcom.org.uk

PhonepayPlus:
Clove Building, 4 Maguire Street, London, SE1 2NQ
0800 500 212 or 020 7940 7474
www.phonepayplus.org.uk
info@phonepayplus.org.uk

Telephone Preference Service:
DMA House, 70 Margaret Street, London, W1W 8SS
0845 070 0707
www.tpsonline.org.uk

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