Code of Practice
Including our Basic Code of Practice and our Code of Practice for Premium Rate Services and NTS calls
Part 1 – Russell Network Solutions Ltd Basic Code of Practice on for Small Business Customers
lntroduction to our company and services
RUSSELL NETWORK SOLUTIONS LTD is an independent company (or a company within the YY group or other descriptor) 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, customer-care policies and where to find information about our charges and terms and conditions. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats.
How to contact us
Please contact our Customer Service Team Russell Network Solutions Limited By phone: 0191 461 4200
From 9am until 5.30pm Monday-Friday
Please call the appropriate number for your query below:
Small businesses 0191 461 4200, Corporate accounts 0191 461 4200
By email: firstname.lastname@example.org
By fax: 0191 461 4201
By letter: Russell Network Solutions Ltd, Communication House, Keel Row. The Watermark. Gateshead, NE11 9SZ
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
– Land line telephones
– Landline calls
– Carrier Pre-Selection
– Wholesale Line Rental
– digital telephone lines
– Broad band access
– VOlP & lP telephony services
– Non-geographic numbers
– Intelligent Call Routing
– Equipment and maintenance service
For more details on any of our products and services, or to place an order immediately, please contact our Customer Services Team on 0191 461 4200.
You may also purchase our services from local dealers and retailers around the UK. For more information, please contact the Customer Service Team on 0191 461 4200 or see our website www.russell-telecom.co.uk
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 RUSSELL NETWORK SOLUTIONS 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 Customer Service Team on 0191 461 4200. 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 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.
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 Customer service Helpdesk on 0191 461 4200 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 0191 461 4200, giving us 3 months’ notice.
Faults and repairs
Please call our Fault Service Team on 0191 461 4200 if you experience a fault with any of our services. We aim to have this investigated and repaired within 2 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 be credited to the next month’s invoice.
Our pricing structure is available from our Customer Service Team on 0191 461 4200 and via our website (vwvw.russell-telecom.co.uk) we will write to you in advance if we change the pricing structure on your products and services.
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.
We provide itemised bills as part of our service to you.
If you have difficulty paying your bill, please contact us on 0191 461 4200 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 refer to Russell Telecom Ltd’s company Code of Practice for Billing and Disconnection.
If you are moving home or office
Please call our Customer Service Team on 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.
RUSSELL NETWORK SOLUTIONS LTD recognises 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 0191 461 4200.
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 0191 461 4200.
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.russell-telecom.co.uk alternatively, copies are available free of charge and on request from our Customer Service Team on 0191 461 4200.
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 0191 461 4200 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 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
We comply fully with our obligations under the Data Protection Act 1998.
Part 2 – Russell Network Solutions 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 as a Premium rate number and subject to PRS regulation. Typical services include TV vote lines, mobile ringtone downloads, technical help lines, 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 (excl. 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 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 0191 4614200 for advice on this, or we can give you a factsheet on PRS.
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. 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 help lines. 0870 numbers are used for information services, technical help lines 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 4.2p per minute or per call (excl. vat). 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 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 Mr Lawrence McCaughey 0191 461 4202 or Lawrence@russell-telecom.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 Otelo/ClSAS.
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. 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). lf 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.
The Ombudsman Services – Communications (formerly Otelo) – PO Box 730, Warrington, Cheshire, WA4 6WU. Tel: 01925 430870 or 0845 050 1614 email: email@example.com Website: www.otelo.orq.uk
Telephone Preference Service – DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk
This code has been licensed by The Federation of Communication Services Limited 2011
Licence number 001998-031