11. The TalkTalk Consumer Code of Practice
Nothing in this Code of Practice detracts from your
statutory or common law rights, nor does anything it contains form
part of any contract between TalkTalk and a customer. The telecommunications
services described in this Code are subject to availability and
may be modified from time to time. This Code of Practice is published
by TalkTalk Telecom Limited (referred to as TalkTalk in this document).
1. About TalkTalk
TalkTalk is the consumer telephony business of The Carphone
Warehouse Group plc, a European retailer and supplier of telecoms
solutions. We are based in West London and have offices throughout
Europe. In the UK we have contact centres in Acton and in Warrington
and over 500 retail outlets. We are quoted on the London stock exchange.
2. The Purpose of the Code
The purpose of this Code of Practice is to inform our
customers of their relationship with us. It is written for residential
consumers who purchase telecommunications services from us directly.
This code aims to provide:
- Information on how to contact TalkTalk
- Informational on some of our main services
- Information on billing and pricing issues
- Contact details for alternative complaint bodies
3. Contact Details
To order any of our services please call the following
freephone number:
0800 049 1010
For all enquiries, you may contact us by e-mail at the
following address:
customerservices@TalkTalk.co.uk
Or write to us at:
TalkTalk Telecom Limited
1 Portal Way
London
W3 6RS
Contact details of a number of related organisations
are given in section 11 of this code.
4. Business Background
TalkTalk offers telephony services primarily to residential
consumers.
TalkTalk uses the telecoms network of its sister company,
Opal Telecom Limited, also part of The Carphone Warehouse Group
plc ("Opal"). Opal owns a UK national telecommunications network
which is connected to BT and a number of other network operators.
This network, comprising five interconnected digital exchanges,
allows Opal to operate efficiently resulting in competitive call
costs.
Against a background of deregulation in the market for
residential telecommunications services, TalkTalk has become one
of the fastest growing telecommunications companies in the UK.
5. Range of Services
The main service offered by TalkTalk to consumers is
the routing of outbound telephone calls made from a BT line.
TalkTalk uses Carrier Pre-Selection (CPS) which is the
service which allows BT customers to pre-select an alternative carrier
to deliver certain categories of calls and to be billed directly
by that carrier without the need for codes to be dialled before
each call or the need to have a router box plugged into the line.
TalkTalk uses the "ALL CALLS" option by which all calls which can
be carried over CPS are routed over TalkTalk. Calls such as 999
and operator services are handled by BT together with some special
number ranges. CPS is applied at TalkTalk's request by BT to their
network so that when you dial a number, BT recognises that the call
should be carried by TalkTalk.
For more consumer information on Carrier Pre-Selection, the Ofcom
Consumer Guide is at the following address:
http://www.ofcom.org.uk/static/archive/oftel/ind_groups/op_policy/cpscgm/docs/cpsconguidev3.pdf
The contact details for Ofcom are given in section 11
of this Code.
6 Customer Service
Our customer service representatives are able to help
with all your queries including products, billing and tariffs at
the following times:
Monday - Friday 8am to 8pm
Saturday 9am to 6pm
Sunday & Bank Holidays 10am to 5pm
If you have any service enquiries please call us on: 0870 444 1820.
Alternatively, you may write to our customer service
centre at:
TalkTalk Telecom Limited
Customer Services
1 Portal Way
London
W3 6RS
Or e-mail us at: http://www.talktalk.co.uk/talktalk/servlet/customerservices@TalkTalk.co.uk.
Direct Sales
TalkTalk contacts new potential customers by sending
direct marketing material to The Carphone Warehouse Group plc's
and selected third party's customers (provided that those customers
have consented (where applicable) or not objected to receiving direct
marketing material). We also contact new potential customers through
outbound telemarketing, field marketing and by asking customers
of Carphone Warehouse high street stores if they are interested
in using TalkTalk's services.
Our sales advisers and field marketers aim to ensure
that they establish the technical requirements and potential savings
that a customer could make by using TalkTalk.
Order processing
Unless you sign up on the web, a new TalkTalk customer
will speak to one of our sales advisers who will review your telecommunications
needs. We will agree your requirements with you and, if the sale
is face to face, supply you with a written agreement together with
TalkTalk's terms and conditions. If the sale is over the telephone
or over the internet TalkTalk will supply a printed copy of the
terms and conditions and a welcome pack by post.
Once TalkTalk receives a completed agreement, we aim
to process it as quickly as possible. Some processes require some
time to implement but most connections to TalkTalk are completed
within 20 working days. We reserve the right not to enter into agreements.
We will write to you confirming the date on which you will start
receiving TalkTalk's service. If you wish to check the progress
of your order please call us on the above number.
Cancellation
If you wish to cancel your TalkTalk service you can
do this in writing or by e-mail. Our contact details and office
hours are given above.
Cancelling TalkTalk takes 10 working days from receipt
of a written request to cease the service as we are obliged to work
within the processes the industry (including BT) have agreed to.
When you cancel your service, we aim to advise you of the time period
from us receiving your cancellation request to the time at which
the service is withdrawn. During this period, you remain liable
for the costs of any services we provide.
Fault Repair
Faults can be reported to our customer services centre
on 0870 444 1820 who are available at the following times:
Monday - Friday 8am to 8pm
Saturdays 9am to 6pm
Sunday & Bank Holidays 10am to 5pm
Faults can occur on the TalkTalk network, another operator's
network, or on the telephone used by you or the person you are trying
to call. If the fault is reported during normal working hours, we
will try to establish the location of the fault. We may request
that you carry out some simple checks to help us establish the cause
of the fault.
Repairing faults on our network is part of the maintenance
cover we provide with our service. If the fault is not on our network
then we may not be responsible for its repair. If the fault is on
the BT network then you may need to report this fault to BT directly.
To report a BT fault call BT Residential on 0800 800 151.
Reconnection
If you are a previous TalkTalk customer and wish to
come back to TalkTalk please call us on 0800 049 1010 and we will
aim to get you reconnected as soon as possible.
Pricing
We will be pleased to provide you with our prices on
request. To obtain pricing information please see Talk Plans or call us on 0870
444 1820.
Billing
We provide you with a monthly bill. Your first bill
will be issued approximately one month from the time that your TalkTalk
service begins and then at approximately the same time of the month
in subsequent months.
Payment is by direct debit and itemised bills are provided
free of charge.
Online-Billing
This free, efficient service provides you with a fast
and simple way to view and access your TalkTalk telephone account.
The online billing system gives you instant access to your TalkTalk
invoices.
If you would like to discuss online-billing please call Customer
Services on 0870 444 1820 or register via TalkTalk's Website at
:-
You will need to refer to a recent copy of your TalkTalk
invoice for registration purposes.
As an existing online-billing customer you can access your bills
at :-
The information provided is the same as that provided
by paper bills.
- The benefits of online-billing :-
- Free of charge to TalkTalk customers
- Bills can be viewed on line at any time
- Bills can be checked quickly, accurately and conveniently
- Paper conservation
Disconnection for non-payment
Prompt payment of bills helps us keep our costs down
so that we can continue to offer a highly competitive service. Please
call us as soon as possible if you think you may have difficulty
in paying your bill. If there are special circumstances, we may
be able to agree special arrangements with you to prevent disruption
of your telephone service.
In the event that a bill is not paid we will make reasonable
attempts to resolve the matter with you. However, if we are unable
to get a satisfactory explanation for the non-payment we may suspend
or disconnect your service in accordance with our terms and conditions.
Billing Queries
We take billing accuracy very seriously. If you do not
understand or disagree with part of your bill, please call us on
the number quoted on your bill.
You are liable for the costs of any calls that you make
over our network. If you query the charge for dialled calls, we
will re-check the bill. If we find a mistake you will be credited
accordingly.
Difficulties in making or receiving calls
If you have difficulty in making a call you should try
re-dialling. If you still have difficulty please call us on 0870
444 1820.
If BT provides your telephone line and you cannot receive
calls then it is likely that there is a fault on either the BT network
or your phone. Please contact BT Residential on 0800 800 151.
If you are not satisfied with TalkTalk's service
We are committed to providing you with the best value
residential telecommunications service in the UK. We understand
that faults can occur, and when they do, we want to correct them
quickly. We provide a comprehensive complaint handling process to
solve your problem as soon as possible.
When you call us, a customer service adviser will note
the details of the problem and will agree a course of action with
you. Due to the complex nature of some queries, these may take a
little longer to resolve.
If you are not happy with the response you receive you
may ask for the matter to be referred to a senior manager for further
investigation.
In the rare event we are unable to resolve your problem
we will write to you informing you of the position. This is sometimes
called the 'deadlock' letter. When you receive this letter you have
the right to refer your case to the Ombudsman. The Ombudsman's contact
details can be found at in section 11 of this code. The Ombudsman
will want to ensure that you have followed this process before contacting
him. If this is not evident the Ombudsman is likely to refer the
matter back to TalkTalk for resolution.
If you receive the deadlock letter as described above,
you must decide within 6 months if you wish to refer the issue to
the Ombudsman.
An application to the Ombudsman does not relieve you
from any obligation you may have to pay any amounts not in dispute.
TalkTalk is happy to work with other independent bodies,
such as ICSTIS, Citizens Advice Bureaux, Consumer Advice Centres
and Trading Standards Departments.
Dispute resolution
TalkTalk is a member of the Telecommunications Ombudsman
scheme, which provides a free, independent, service to help sort
out complaints when customers and telecoms companies can't agree.
It is run by the Office of the Telecommunications Ombudsman, Otelo
for short. Otelo's job is to investigate complaints fairly, listen
to both sides of the story and look at the facts. If the Ombudsman
decides your complaint was justified TalkTalk will honour his decision
and put things right for you. To find out how the service works
and what it covers, please ask for a copy of Otelo's complaints
booklet 'Two sides to every story' by phoning 0845 050 1614. The
scheme provides a straightforward alternative to legal action.
The Ombudsman can provide you with further details and
you will also find information on Otelo's website. Contact details
are shown in Section 11 of this Code.
7. Your rights and obligations
Data protection
We may collect personal information about you from a
number of sources. These may include:
- The customer agreement, i.e. the agreement that you
sign when you take a service from TalkTalk - this may include
your name, address, other contact details and banking details
- If you contact us with an enquiry
- From direct marketing organisations
- From other publicly available sources such as the
electoral role {*{*
TalkTalk is registered under the Data Protection Act
and takes all reasonable steps to ensure that there is no unauthorised
access to your personal data.
We may use the personal data that we have to promote TalkTalk's
products and services but these details will not be passed to any
other organisations for marketing purposes unless you have authorised
us to do so.
In some circumstances we may supply information to organisations
such as the police and other governmental agencies where the law
permits us to do this.
We may record phone conversations in order to provide
training services or to provide evidence of a transaction.
If you wish to know what personal information TalkTalk
holds on you, you can obtain this by writing to us. Please write
the following address.
Data Controller
Legal Department
TalkTalk Telecom Limited
1 Portal Way
London
W3 6RS
You may wish to stop unsolicited telemarketing calls
from other organisations. You may do this by calling the Telephone
Preference Service (TPS). The contact details for the TPS are given
in section 11.
You should note that if you have previously told us
that you are happy for us to contact you by telephone, registering
with the TPS will not revoke that consent. You therefore also need
to contact us directly to let us know about your change of mind.
Terms and Conditions
TalkTalk provides terms and conditions which are available
on request from our customer service advisers on 0870 444 1820
Services for disabled and elderly customers
If you are older or may have a disability and wish to
discuss any special telecommunications requirements you may have
then please contact our customer service centre at the above address
or telephone number and we will try and accommodate your requirements
where possible.
Protection and support of vulnerable groups
TalkTalk is a supplier of telecommunications service
to residential customers. We understand that some of our customers
may have special needs and so require particular attention. It is
our policy to assist any customers who may have difficulty using
telephony services whether they have a disability or are from other
vulnerable groups.
Phonebook entry
If you have a BT line then using TalkTalk's carrier
pre-select services will not affect your phonebook entry. In this
case, you have a right to be included in the BT phonebook and directory
enquiries, free of charge. You may also choose to be ex-directory.
8. Communications with customers
It is our policy to maintain contact with our customers
on a regular basis. We may call you or write to you from time to
time to inform you of any new services and to review your current
telecommunications requirements. We aim to keep this Code of Practice
up to date and you may obtain a copy from our customer service advisers
on 0870 444 1820
9. Social Responsibility
Environmental Policy
TalkTalk is committed to the prevention of pollution.
We maintain an environmental management system that
is appropriate to the nature, scale and environmental impacts of
our activities, products and services. This system ensures that
wherever possible:
- All waste is recycled, and where this is not practicable
due to either technical or cost constraints, any waste is disposed
of in an appropriate manner;
- We use energy efficient processing equipment and
tools;
- Company vehicles are selected and maintained correctly
so as to minimise pollutant emissions;
- We schedule and combine activities in geographical
areas to ensure that the effect of transportation of personnel
and equipment on the environment is minimised;
- We recycle office stationery and use stationery manufactured
from recycled materials wherever practicable;
- We regularly review the environmental impacts of
the business, and constantly seek opportunities for continual
improvement and prevention of pollution;
- We provide a framework, comprising a high level management
review supplemented by a forum that meets on a regular basis,
to set and review environmental objectives and targets.
Malicious Calls
We understand that annoyance and distress that can be
caused by malicious calls and take this problem very seriously.
If you are receiving malicious calls we would like to provide you
with every assistance to try to resolve the problem. This may involve
working with BT, the police and other network operators where appropriate.
You should be prepared to give evidence if the caller is traced
and brought to court. We may also recommend that you change your
phone number and ask for this to be ex-directory if you continue
to receive such calls.
To report any malicious calls we would recommend that
you call their Nuisance Call Advice line on 0800 661441.
10. Approval and Review of Code
This Code is approved the Office of Communications (Ofcom)
and is reviewed annually.
11 Further Information
Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Call 0845 456 3000
Fax 020 7981 3333
Email: contact@ofcom.org.uk
Website : http://www.ofcom.org.uk/
The Independent Committee for the Supervision of
Standards of Telephone Information Services (ICSTIS)
Fourth Floor
Clove Building
4 Maguire Street
London SE1 2NQ
Call 020 7940 7474
http://www.icstis.org.uk/icstis2002/default.asp
Office of the Telecommunications Ombudsman (OTELO)
Wilderspool Park
Greenall's Avenue
Warrington
WA4 6HL
Call : 0845 050 1614
Fax : 01925 430059
E-mail: enquiries@otelo.org.uk
Website: http://www.otelo.org.uk/
Telephone Preference Service
If you do not wish to receive unsolicited telemarketing
calls, register on line at http://www.tpsonline.org.uk/ or call 020 7766 4420.
Fax Preference Service
If you do not wish to receive unsolicited telemarketing
faxes, register on line at http://www.fpsonline.org.uk/ or call 020 7766 4422.
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