1 Orange Internet code of practice 1. our code of practice Our customers are an important part of our business, and making sure you re happy with our services is at the heart of everything we do. So we ve put this code of practice together to make sure you have the latest information on our products, services and customer care policies, including how to contact us if you have any questions. We ll follow this code of practice to make sure that we: 2. who we are act fairly and reasonably when in contact with you help you to understand how our products and services work deal with any complaints quickly and fairly make sure that all our products and services keep to relevant laws and regulations make copies of this code available on our website and in writing (including in large print, on audio tape and in Braille) train all our staff and contact centre agents to follow this code at all times Everything Everywhere Limited is a company registered in England and Wales (company number ). The registered office is: Hatfield Business Park Hatfield Hertfordshire AL10 9BW Orange Home UK Limited is a company registered in England and Wales (company number ). Orange Personal Communications Services Limited is a company registered in England and Wales (company number ). The registered office for both companies is: St James Court Great Park Road Almondsbury Park Bradley Stoke Bristol BS32 4QJ In this document, the term we refers to Everything Everywhere Limited, Orange Home UK Limited or Orange Personal Communications Services Limited, depending on who we re talking about. 3. approval and review This code has been approved by Ofcom for the purposes of section 52 of the Communications Act The Guidelines for producing codes of practice are on Ofcom's website at ofcom.org.uk 4. how to get a copy You can also order a copy by calling between 7am and 11pm, any day of the week. (Calls will cost 5.1p a minute from a BT landline or free from an Orange Home phone. Charges from other networks may be different and calls might be recorded). Our code is also available in large print, audio and Braille formats.
2 5. our offer - how to order our services Broadband packages We offer a choice of broadband packages that include broadband, home phone and line rental - please see our website for further details. Click here to find out more: More details of these services and charges are located at orange.co.uk Broadband usage We want to be very clear about exactly how much data our customers can download. You can find the conditions for your specific plan in the "network management" section here: Usage allowance for Home Phone and Second Line phone service The Orange home phone service and Second Line phone services are subject at all times to a limit of 1,000 minutes on the outgoing inclusive evening (7pm to 7am Monday to Friday) & weekend (midnight Friday to midnight Sunday) and anytime calls for each billing period. These call types have a maximum call duration of one hour per call. After that, these calls will be charged at standard rates. If you go over any of the limits we ve explained above, this will mean you ve exceeded our fair use policy. We will continue to monitor your usage and may suspend your service. Broadband Network management Network management is where we prioritise certain types of time-sensitive internet traffic, like online gaming, over less time-sensitive traffic (like file sharing) particularly at busy times (6pm to 11:30pm on weekdays, 5pm to 11:30pm on weekends).. Similarly to Broadband usage, we want to be very transparent on which rules we apply to manage our network - you can find the most up to date set of network management rules in the "network management" section here: How to Order To order any of our services and find information on prices please visit or call us on between 7am and 11pm, any day of the week, (calls will cost 5.1p a minute from a BT landline or free from an Orange Home phone. Charges from other networks may be different and calls might be recorded). You can also visit any Orange shop. For some of our packages, we ll need to run a credit check before we can give you the service. If you are an existing customer you can change your package on Member Centre. If you go on to our website and follow the instructions for an existing customer, it ll take you to the right place, or click here: orange.co.uk/membercentre
4 10. How to cancel your account and our refund policy We hope that you won't want to leave us. But if you do, then simply follow the steps below to cancel. Please also see section 15. If your payments are not up to date, we ll suspend your account but we won t cancel it, and you will still have to pay any outstanding charges. Call our broadband support team on You can cancel at any time before your start date, but after that you are tied in to the contract for the minimum term. The start date for your package is the date that your broadband service is activated (which we will have confirmed by ) or when you first start to use the broadband service, whichever is first. If you want to end your contract during your minimum term, you will have to pay all the charges due for the rest of the period less any charges we no longer incur by not having you as a customer. This does not affect your legal rights. We also offer a cooling off period that is 7 days from the date of registration or the time it takes for the broadband service to be activated (whichever comes first). Leaving our broadband package to go to another service provider If, during the minimum term of the contract, you want to leave and go to another broadband provider, you will have to pay the charges for the remaining period of the contract. To move you need to phone us on the number above. If you don t, and you re no longer in your minimum term, your account will still be open and we will continue to charge you for the service. If your broadband package includes our Home Phone service, before leaving us you need to ensure you are aware that you will lose your inclusive call minutes. Once this is closed, your calls will be charged by your line rental provider, at their rates. If you re on our Home Phone package which includes Orange line rental, before leaving us you need to ensure you have also arranged for your telephone service and line rental to be switched to a new provider. broadband To go to another service provider you need a migration authorisation code (MAC). Receiving a MAC code doesn t immediately cancel your account. Our broadband service will continue until your new provider is ready to start your new service. The time it takes for this to happen depends on your new provider. When this happens, your account with us will end. You may also want to cancel your direct debit with the bank. However, please make sure you let us know at the same time. Dialup Any Time (only for existing customers package no longer available for new customers to join) You can close your DialUp Any Time account at any time. Simply call customer support on Remember that you pay for the service in advance, so it may be worth waiting until just before your next payment is due before calling to close your account. Also see sections 6 and 14 of this Code. You may also want to cancel your direct debit with the bank. However, please make sure you let us know at the same time. Dialup Pay As You Go There is no need to call us, you can just stop using your account.
5 You will not be able to use your after you have not used the account for 219 days. If you cancel and then change your mind within 259 days, you can always come back to us by opening your account up again online. When you end your account, we may delete all the information we are storing for you. This also means that we may delete all the s in your account. 11. How to change your address or personal details This depends on what package you have. We want to help you sort things out as smoothly as possible, so please follow the steps below for your particular package. Broadband and/or home phone You need to call customer support on If you re changing your phone number or are moving house, remember to have your new number handy so we can check you are moving to an area that has broadband available. If you are on a package that includes line rental, your phone line will be transferred first in the event that you move house. Your broadband package will be set up after your phone line is in place. This may take up to 25 working days. If the area you are moving to does not have broadband, or your new home does not have a preexisting BT phone line, we will no longer be able to provide you with a broadband service. If we have to cancel the account because your new house doesn t support broadband, you will need to pay any amounts that would have been due for the remaining part of the contract. Dialup packages You need to call customer support on with your new details and we'll update your account details on the same day. If you are changing your phone number, remember to have your new number handy. We can only talk about account details with the person who signed up for the account unless we have the account holder s permission for someone else to call. It is much easier if the account holder calls in about any account issues. 12. How to get help with technical problems It s very important that you have all the help you need so you can get the most out of our products and services. Here s how you can get help with technical problems. First click on the help and support tab on our homepage or click help.orange.co.uk. The information there is always updated and you may find your question has already been answered. For broadband and home phone Orange broadband support advisers are happy to talk through any technical issues you may have with your Orange Broadband package and/or home phone service. For any technical issues or if you need help in regards to your service and using an Apple Mac please call Cost of our services See full details of pricing for all of our Broadband packages and home phone calls by: visiting our website visiting any of the Orange Stores calling customer support on Calls to 0844 numbers cost 5.1 pence a minute from a BT land line or Orange Home Phone. Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes
6 14. Paying for our products and services Our products are very different from one another, so how you can pay will depend on which package you choose. Broadband and home phone You can pay for your Broadband package and/or Home phone by Direct Debit, MasterCard, Visa, Delta or American Express. You will get one single statement per month including all the services you have registered for. Please note that if you pay your bill by credit or debit card, you ll pay an additional monthly surcharge of 50p, so we recommend Direct Debit instead. We ll take the first monthly fee as soon as your account is active and we ll then take a payment on or around the same date each month. For example, if your service became available on 11 April, we will take your payments on the 11th of each month (or as near as possible to it) from then on. If you pay by direct debit, the payment will be taken from your account up to 10 working days after it s due. We won't be responsible for any bank charges you have to pay as a result of you not having enough money in your bank or building society account. For late payments you will be charged an additional If you have difficulties paying your bill, please call customer support on (calls to 0844 numbers cost 5.1 pence a minute from a BT land line or Orange Home Phone. Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes). Your second line call charges will be added to the monthly broadband bill that you can see. You can find this by logging on to: orange.co.uk/membercentre The statement in your account will show details of all your calls, including those that are free of charge. Dialup Any Time (for existing customers only package no longer available for new customers to join) We will collect your monthly fee in advance using the payment method you chose when you signed up. You can choose to pay by direct debit, Visa, Mastercard or Delta. Please note that if you pay your bill by credit or debit card, you ll pay an additional monthly surcharge, so we recommend Direct Debit instead. We ll take your first payment within 28 working days of when you register. We ll continue to use the payment details you gave us when you registered until you give us new instructions. If you pay by a credit card, make sure you remember to give us your new credit card details when your existing one stops being valid, you can do this online Dialup Pay As You Go The charges for using the internet will appear on your phone bill, whichever telephone provider you use. 15. Ending your services if you haven't paid We want to help you pay our charges and have tried to make the process as easy as possible.
9 The internet gives people access to a lot of adult material, which will concern many parents. We have published some guidelines on how parents can help protect their children. To read our advice on protecting children on the internet, click here: Orange offers a wide range of technical safeguards to its Internet and mobile customers and has a dedicated safety team to ensure any concerns are addressed. These safeguards include: A free family protection service with parental controls to protect minors from harmful or inappropriate material. This lets parents or carers choose what children can do and see online and offers a facility to manually block or allow websites which gives you greater control over the standard service. Free antivirus and spam filters are available on our service We offer users of our Internet search service a safe search function to control results Orange operates a notice and take down procedure for reported inappropriate content on our web portal and provides clear links from various services to enable users to report abuse of any sort. Orange uses the IWF list of illegal child abuse websites to prevent inadvertent access to such images on both our fixed and mobile platforms. Orange offers also great security packages: you can find more information here orange.co.uk/membercentre/security You can find more information about how Orange deals with Security here: orange.co.uk/safety 21. How to get help if you are being "spammed" Our service scans all your incoming s for potential spam and viruses. However, we do also suggest that you have an antispam or virus software package installed. Orange offers great security packages. You can find more information here: orange.co.uk/membercentre/security We can take action against other Orange customers who have been sending spam. To allow us to investigate a complaint of spam, please read our instructions on reporting abusive s. Otherwise, you can contact the internet service provider of the person sending you the spam. 22. Access to premium rate websites and "rogue diallers" The charge you pay us for access to the internet does not include charges to premium rate services on the internet. Any call charges run up by you visiting premium rate websites will be added to your phone bill and will not appear in your Dialup Any Time or Broadband statements. We are not responsible for charges arising from using premium rate services though the internet, and you are responsible for making sure you have the right connection settings. You should take the measures we ve explained in this document to protect you against unexpected charges. Some companies ask you to download diallers in order to get to premium rate or restricted content, such as sports highlights, music downloads or adult content. After you have downloaded and run the dialler, it will disconnect your dialup connection and connect your computer to a premium rate number. Sometimes, diallers can connect your computer to the internet without you knowing. In some cases, you may not know that the number you are connecting on has changed. These are generally called rogue diallers. Rogue diallers can affect you if you accept a download or installation, or can be delivered by a virus. You should always be suspicious of new download or installation requests if they are not expected (for example, if you are just browsing web pages when a request to download appears). In most cases the rogue dialler will connect you to the internet on premium rate or International rate numbers with very high call charges. If you think you have fallen victim to a rogue dialler which has lead to you running up high call charges, PhonepayPlus (phonepayplus.org.uk) offers information and advice on its website.
10 The PhonepayPlus site also features a search facility which will help to trace the premium rate phone number you have dialled. PhonepayPlus also gives more details on how to make a complaint. 23. What to do if you are receiving nuisance calls Malicious calls can be offensive, threatening, or just very annoying. They may also be a criminal offence under the Communications Act 2003 (Misuse of telecommunications). If you are getting nuisance calls, call our customer support line on for advice. (calls to 0844 numbers cost 5.1 pence a minute from a BT land line or Orange Home Phone. Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes). 24. Number Translation Services (NTS) and Premium rate services (PRS) Number Translation Services (NTS) 08 numbers Number translation services are types of non-geographic numbers where the number dialled does not relate to a specific geographic location, but instead relates to a particular service or organisation. This allows the organisations using these numbers to change physical location without having to change their telephone number and to have a national presence. Some NTS numbers also enable organisations to share the revenues generated by the telephone calls made to the numbers. These are shared between the organisation offering the service (the Service Provider or SP), the Originating Communications Provider (OCP) from whose network the call is originally made, and the communications provider who manages (terminates) the calls to the Service Provider (the Terminating CP or TCP). The majority of the money is shared between the TCP and the SP. The OCP who collects the money from the customer on behalf of themselves, the TCP and SP via the customer s telephone bill, receives only a small proportion of the overall revenues generated. Tariffs for accessing NTS numbers are accessible via or calling customer support on Premium Rate Services (PRS) What are Premium Rate Services? Premium rate services offer some form of information service or entertainment that is charged to your phone bill or deducted from your prepaid credit. They include TV vote lines, competitions, mobile ringtones and logos, as well as text or voice information and entertainment services and directory enquiry services. They cover voice and text, as well as photo, video and mobile internet services. How are Premium Rate Services charged? If you re calling a voice service on a number beginning 09, the charge will appear on your bill or be deducted from your prepaid credit in the same way as any other type of call. The amount that you are charged will vary according to the number which you are calling, although it will be higher than calling a geographic number beginning 01, 02 or 03. As the charges differ from those for calling geographic numbers, calls to PRS numbers will be excluded from any inclusive bundles of minutes. Calls are charged at up to 1.90 per minute or per call depending on the kind of service that you are calling. Some calls may be subject to a minimum charge. The revenue sharing arrangements that apply to NTS numbers described above also apply to charges for calls to premium rate services.
11 PHONEPAYPLUS is the industry funded regulatory body for all premium rate services. Its remit covers three areas: - numbers beginning with 09 - directory enquiry services on numbers beginning reverse billed short codes, where you are charged for receiving the content/messages, which will be 4 or 5 digits, beginning with either 8, 6 or 2 - PHONEPAYPLUS regulates premium rate services in their entirety their content, promotion and overall operation. Its role is to prevent consumer harm. Amongst other things, it requires: clear and accurate pricing information; honest advertising and service content; appropriate and targeted promotions. PHONEPAYPLUS powers come from its Code of Practice which must be complied with by any service provider that is providing a premium rate service. As explained above, where those services are provided via SMS, Orange will have a commercial relationship with that service provider. That means, if the service provider is not complying with the Code of Practice, PHONEPAYPLUS can direct Orange to suspend the service or not to transfer/share the revenue generated to the service provider. There are various ways in which you may choose to limit your access to premium rate services. Barring As explained above, Orange groups 09 numbers into five separate pricing bands. By default, all customers (except business customers) will be able to call numbers only in bands 13. However, you may choose to bar your access or obtain access to all of those bands, which you can do simply by calling customer services. Unsubscribing Rather than being one-off transactions i.e. requesting and paying for a single ringtone or logo, some premium rate services operating on SMS shortcodes are subscription services. This means that you agree to be charged on an ongoing basis e.g. for regular horoscopes or football scores until you decide to unsubscribe. Unsubscribing should be achieved by texting STOP to the shortcode which is sending you the messages, but if you experience any difficulties you should call Orange customer services who will be able to give you the contact details of the service provider sending you the messages, so you can get in touch with them directly. Contact Orange If you have any general query or complaint about voice or text premium rate services, you should firstly contact Orange customer services. If you believe that you have been charged for a service which you have not requested or to which you have not subscribed, they will be able to provide information on obtaining a refund. If you are experiencing problems with a particular shortcode, they will be able to give you details of the service provider operating the service, how to contact them and how to stop the service, usually by texting STOP to the shortcode. (Alternatively, you can visit PhonePayPlus.org.uk/consumers to check the number yourself to get the same information. The PHONEPAYPLUS website will also enable you to get information about 11 digit numbers beginning 09, which is not available from Orange customer services.) If you are unhappy with the response which you have received from Orange customer services, you may request that your complaint be escalated. Ultimately (after you have completed Orange s internal complaints procedure), you may be able to refer your complaint to Orange s external dispute resolution scheme known as CISAS (see Section above for details). However, if your complaint relates to premium rate services, it may well be more appropriate for you to contact the service provider or PHONEPAYPLUS (see below) as the next step.
12 Contact the service provider Orange is not responsible for the actions of independent service providers, so you need to contact them directly if you want further information about the service being provided, if you are unable to stop the service or have any further complaint. All service providers should have customer service facilities. Contact PHONEPAYPLUS If you do not get a satisfactory response from the service provider, you may wish to make a formal complaint to PHONEPAYPLUS. It investigates complaints and has the power to fine companies and bar access to services if its Code of Practice is breached. It can also bar the individual(s) behind a company from running any other premium rate services under any company name on any telephone network for a defined period. Lesser problems can be dealt with by issuing formal reprimands or ordering companies to come to PHONEPAYPLUS for prior approval. PHONEPAYPLUS service is free to consumers and fully independent. Its contact details are: PHONEPAYPLUS FREEPOST WC5468 London SE1 2BR Telephone between the hours of 8.00am and 6.00pm, Monday to Friday PhonePayPlus.org.uk But before making a formal complaint, you should first check that your complaint falls within one of the three areas of its remit and that it is not already investigating the service/promotion about which you wish to complain. You should also compile all of the necessary information. More detailed information about how to do all of this and how to submit your complaint (together with access to the online complaint form) is available on the consumer section of the PHONEPAYPLUS website under How to Complain. For queries solely in relation to Orange s compliance with this code, contact Simon Grossman. 25. What to do if you want to complain We want to give all our customers an excellent service. But sometimes we might get it wrong. When we do, we want to know how we can fix it. We ve developed the complaints procedure below, which gives you three ways to contact us if you have a problem with our services. If you want to talk to us about the problem you can phone us and we will try to sort your complaint out while you are on the phone. If this is not possible, the adviser will agree a course of action with you. You can call us on (calls to 0844 numbers cost 5.1 pence a minute from a BT land line or Orange Home Phone. Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes). Customer support lines are open every from 7am to 11pm for all broadband customers. If you would like to us, simply go to our help channel and follow the instructions. We aim to reply to all s within 48 hours. However, remember that is not a secure way to exchange personal or sensitive information. If you prefer to send a letter, then you can send your complaint to: Orange Customer Care PO Box 486 Rotherham
13 S63 5ZX 26. How we will deal with your complaint This will depend on how you make your complaint. However, when you contact us we will need to ask for: * your address * the phone number you use for connecting to the internet * your date of birth * your full postal address * your password If you can have this information to hand or include it in your original complaint, it will speed things up. Once we receive your complaint we will record it. If you write to us we will give you a reference number, which we will let you know and will ask you to quote whenever you contact us about the complaint. We do try to settle all complaints immediately, but sometimes we may have to investigate the matter before we can get back to you. We aim to reply to complaints made by within 48 hours, and complaints made in writing within 5 working days of us receiving the letter. If you re not satisfied with the way we deal with your complaint, you should ask for it to be considered again by someone with more authority. You can do this immediately if you are on the phone or we will arrange for someone to contact you. If you have asked for this by or letter, you will receive a response within 48 hours for s and for complaints in writing, within 5 working days of us receiving the letter. If you are still not satisfied, ask for it to be considered again. If you still do not agree with what we have said or done, our Complaint Review Service will look into the matter. We ll then give you details of where to send your complaint. See also Section 27 Useful addresses. After asking us to refer your complaint to someone with more independence, you may also find it useful to speak to the Internet Service Providers Association (ISPA) whose contact details are in section 27 below. However please note that this does not affect your rights (as set out in section 26 below) to refer your complaint to an alternative dispute resolution service. 27. What to do if you are still not happy with us If we reach a deadlock situation with your complaint, we will confirm that there is nothing more we can do and give you a reference number. You can then refer the dispute to the Communications and Internet Services Adjudication Scheme (CISAS). Or, if we have not given you a satisfactory response to your complaint after 8 weeks, you can refer the complaint to CISAS. CISAS is an independent scheme, run by the Chartered Institute of Arbitrators, that deals with disputes. When your dispute goes through the scheme, a person called an independent adjudicator decides how to settle it. Once the dispute has been referred to CISAS, any offers we have previously made to solve the problem will be withdrawn. To get more details on how to refer a dispute to CISAS please contact them: CISAS 24 Angel Gate City Road
14 London EC1V 2PT Telephone Fax cisas.org.uk If you are unhappy about the way we or CISAS have handled your complaint you can contact Ofcom at the address below. 28. Useful addresses ISPA Internet Services Providers' Association 28 Broadway London SW1H 9JX Phone: Fax: ispa.org.uk Ofcom Office of Communications Riverside House 2A Southwark Bridge Road London SE1 9HA Phone: Fax: ofcom.org.uk PhonepayPlus Independent Committee for the Supervision of Standards of Telephone Information Services Clove Building 4 Maguire Street London SE1 2NQ Phone: (between 8am and 6pm, Monday to Friday, excluding bank holidays) Fax: phonepayplus.org.uk
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