Code of Practice – Sales and Marketing
UKTEL has been formed with the basic objective of reducing business telephone call charges and providing a better-managed telephone service. UKTEL acts as a total call cost centre providing many unparalleled services to our clients. In pursuit of this objective, UKTEL operates under the following Code of Practice, the purpose of which is to provide a clear framework to ensure good practice and responsive selling, and to help customers understand our service and the behavior to be expected.
1. SALES, MARKETING, ADVERTISING AND PROMOTION
This code shall apply to all instances where UKTEL is involved in the sale or marketing of their Fixed Line Telecommunication Services, to domestic or small business customers. NB: small business customers are those who employ 10 or fewer people. Regardless of the way in which our sales and marketing activities are conducted we will act responsibly and compliantly. It is acknowledged that some customers may not wish to be approached in some instances. UKTEL undertakes to respect the wishes of its customers and not to approach potential customers that have registered with any Preference Services. Indeed, we are pro-active in ensuring customers are aware of, and registered with, such Preference Services if they wish. In addition, although UKTEL rarely engages in direct advertising, any promotional literature, including our website, will at all times use clear and unambiguous language. Furthermore UKTEL are committed to ensuring that any such material will be fair and will contain no misleading or false information. It will contain accurate information relating to price, value and service, and will not denigrate other providers.
UKTEL complaints procedure
UKTEL acknowledges that it is responsible for ensuring its representatives observe this Code. Furthermore, there is a designated member of staff responsible for ensuring continuing compliance with this Code, whose contact details are highlighted in point 1.
4. CUSTOMER CONTACT
Each sales representative is issued with an identification badge, which will be clearly displayed at all times. Attention will be drawn to the badge when the representative introduces himself to a potential customer. The badge will clearly display the company name and a unique number, which will identify the individual representative. It will also include:
The representative’s name
The representative’s photo
An expiry date
This information will be clearly visible and cards are also available with key information in Braille, on request.
Our sales representatives will identify themselves, the company, and the purpose of the call. At all times our staff will be courteous and use appropriate language and will not make any misrepresentations, in particular about the service offered by UKTEL or any alternative provider. UKTEL is committed to providing clear and straightforward explanations about the services and the nature of the contract. We will also take account of some potential customers vulnerability, and endeavour not to abuse their trust by pursuing a presentation to them. Should the customer indicate at any point that the contact is inconvenient, unwelcome or inappropriate, the representative will leave immediately. Also, our staff will not call on any potential customers before 8am or after 8pm unless asked to do so.
5. THE CONTRACT
5.1.Entering into a contract
Our sales representatives are trained to check that the person who is entering into a contract is duly authorised to do so. In accordance with accepted commercial practice, unless otherwise rebutted it will be assumed that Directors or Partners have actual authority. A Company Secretary or equivalent will be assumed to have apparent authority unless otherwise indicated. They will also ensure that the customer fully understands the extent and nature of the contract, and intends to contract with UKTEL In addition, a designated member of the Head Office administrative staff will make a verification call to the customer to ensure that the correct information has been given before the sales representative leaves the premises. This call may be recorded for training or monitoring purposes.
The agreement is a legally binding document. The terms and conditions that govern that agreement are clearly printed on the reverse. The customer will be invited to read them by our sales representative and the signature block includes a declaration that the terms and conditions have been read and understood. This declaration states in clear and straightforward language that by signing the contract the customer agrees to use UKTEL as their exclusive supplier of telecom services.
UKTEL is committed to providing clear and factually accurate information to potential customers before they decide whether to sign the agreement. Where a direct approach to the customer takes place, the customer will be given the following information in writing, in a clear and comprehensible manner prior to signing the contract.
A description of the telephone service sufficient to enable the customer to understand the option they have chosen
Information about major elements of the service including payment terms, line rental and call types
The arrangements for provision of the service, including the order process and likely date of provision
The existence of a right of cancellation and the process
The minimum period of contract, notice period, cancellation charges and contract charges
A copy of the contract will also be left with the customer.
The customer will also be made aware of the existence of this code.
A customer, as defined by the Communications Act 2003, who wishes to cancel the contract must contact UKTEL in writing, by telephone, fax or email.
Upon receiving this notice UKTEL will contact the customer within 5 days to discuss their intentions. If it is found at this point that the contract was not understood or intended, or if the order matured before the expiry of the switchover period and the customer wishes to cancel, we will cancel the order without charge.
Should the customer decide to continue with the cancellation and once the termination period has been served, UKTEL will send to the customer a letter detailing:
The date of notification
List of services affected / unaffected
Date of switchover
UKTEL will, at all times, comply with all relevant legislation and fulfill its legal obligations.
UKTEL is committed to ensuring that this code is followed at all times. However, should a customer wish to make a complaint about our sales and marketing activity, we can be contacted via the details set out in point 1. UKTEL aim is to investigate and resolve complaints within eight weeks after first receiving notice of the complaint. If the customer is not satisfied with the outcome of the investigation they can ask for the matter to be escalated to a senior manager. If they are still not satisfied with the way UKTEL have dealt with the complaint, the customer may be able to refer the matter to Ombudsman Services: Communications. They are an independent body, which provide an alternative dispute resolution service to our small business customers, i.e. customers with 10 or fewer employees. They can be contacted as detailed in point 9. Any complaint about any level of our service will be dealt with in accordance with our Code of Practice for Complaints. All staff and representatives are not only aware of the existence of this code, but are also trained on the details of it, and will inform customers of the existence of the code. Whenever a complaint is made customers are informed of the existence of this code, a copy of which is available to all customers on our website or, on request, a hard copy will be provided free of charge.
8. CONTACT DETAILS OF RELATED ORGANISATIONS
2a Southwark Bridge Road
Ombudsman Services: Communications
PO Box 730
Phone: 0330 440 1614
Textphone: 0330 440 1600
115-123 Pentonville Road
9. ADDITIONAL INFORMATION
This Code is designed to comply with Ofcom regulation relating to Telecom: Direct Sales and Marketing, as required by the Communication Act 2003. All providers who engage in sales and marketing for Fixed Line Telecom Services are required under General Condition 14.3 to establish a code in accordance with Ofcom guidelines and comply with the provisions of the code. NB: Compliance of the code does not guarantee compliance with any legal requirements. Also, non-compliance with the code does not affect the validity of any contract between the parties, unless otherwise provided for by law. A copy of this code is available to our customers on request from our customer services department. Furthermore the existence of this code is publicised through our website and other publications.
Non Direct Debit payment
Customers who do not pay the monthly invoice by Direct Debit will be liable for a fixed charge of £10 plus 5% of the invoice charges before VAT.