FCS Generic Code of Practice

ITC 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.

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 www.clickitc.co.uk. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats (e.g. large print).

Please contact our Customer Service Team from 8.00am to 6.00pm Monday to Friday by any of the means below. An out of hours service is available at all other times by contacting the same number.

By phone: 01274 952123

By email: info@clickitc.co.uk

By fax: 0871 714 2786

By letter: ITC, Unit 3 Listerhills Science Park, Campus Road, Bradford, BD7 1HR

Website: www.clickitc.co.uk

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.

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 01274 952123. You may also purchase our services from local dealers and retailers around the UK.

• Landline telephones and landline calls
• CPS - Carrier Pre-Selection
• WLR - Wholesale Line Rental
• ISDN - digital telephone lines
• Broadband access
• VoIP and IP telephony services
• Non-geographic numbers
• Internet services
• Mobile telephone and data services
• Telephone system / PBX equipment provision, service and maintenance

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.

When you subscribe to a service from ITC, 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 Customer Service Team on 01274 952123. 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 fourteen 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, please call our Customer Service Helpdesk on 01274 952123; 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 Service Helpdesk on 01274 952123, giving us 30 days’ notice.

Please call our Fault Service Team on 01274 952123 if you experience a fault with any of our services. We aim to have this investigated and repaired in line with the appropriate care level for your service. Failing which, the matter will be escalated to the Managing Director.

Our policy is to assess each compensation claim on a case by case basis. We aim to investigate any claims and respond within 14 working days. Any refunds that are due will be credited to the next month’s invoice.

Our pricing structure is available from our Customer Service Team on 01274 952123.

We will bill you monthly or quarterly. The relevant billing period will be explained to you at point of sale. You can choose to pay us via a range of options including BACS, cheque and direct debit. These are agreed at the start of your contract.

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

If you have difficulty paying your bill, please contact us on 01274 952123 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.

Please call our Customer Service Team on 01274 952123 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.

ITC 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.

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 01274 952123.

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.clickitc.co.uk.

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 01274 952123 to report the incident and for information on how to deal with it.

We are committed to helping all our customers to communicate easily. We offer additional services on request for customers who are older or who may have a disability, including additional help and support if you have difficulty paying your bill. Copies of this Code are available in larger print and other formats on request.

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

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 (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.

Charges for these services are added to your telephone bill. Calling a PRS number generally costs between 10 pence and £1.50 per minute, per call or per text (excl. VAT). Calling these services from mobile phones, cable networks or public payphones will generally cost more than the advertised rate.

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 01274 952123 for advice.

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.

Number translation services (NTS) are based on numbers that are normally prefixed "08". For example, 0800 and 0808 are used to provide freephone services. 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.

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). Our charges for calling these services are shown in our price list, which is available on request from our Customer Services Team.

If you are unhappy with the help you have received from us on a problem with PRS or NTS, please contact Nasar Hussain (by telephone 01274 952123 or email info@clickitc.co.uk), who has responsibility for compliance with our code of practice for PRS and NTS.

If you use the Internet, it is possible for software to be placed on your computer without you knowing. 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.

If you do not 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.

This code has been licensed by The Federation of Communication Services Limited 2012. Licence number 002815.

• The Ombudsman Services - Communications - 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: 020 7981 3040 or 0300 123 3333. Email: contact@ofcom.org.uk. Website: www.ofcom.org.uk
• PhonepayPlus (formerly Icstis) - Clove Building, 4 Maguire Street, London, SE1 2NQ. Tel: 0800 500 212 or 020 7940 7474. Website: www.phonepayplus.org.uk. Email: info@phonepayplus.org.uk
• Telephone Preference Service - DMA House, 70 Margaret Street, London W1W 8SS. Tel: 0845 070 0707. Website: www.tpsonline.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