Odyssey Systems Ltd, 3 Lockheed Court, Preston Farm, Stockton on Tees, TS18 3SH

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1 Cde f Practice 1. Intrductin 1.1 Visin f Odyssey Systems Ltd Odyssey Systems Limited is an independent cmpany that was funded with the visin f prviding affrdable telecmmunicatins slutins based n business key requirements. The slutins shuld be ecnmical, efficient, durable & flexible, allwing businesses t respnd t their custmer s needs. 1.2 Purpse f this Cde f Practice The cde f practice is designed t highlight ur prducts, services and prcedures in ur cmmitment t yu in prviding a bespke telecmmunicatin package. A cpy is available t dwnlad frm ur website, r call ur custmer service team n and they will be mre than happy t pst r a cpy free f charge. If yu are a business custmer with mre than 10 emplyees, yur rights and bligatins are defined in the terms and cnditins f yur signed cntract and certain aspects f this cde f practice may nt apply. 2. Cntact Infrmatin 2.1 Odyssey Systems Ltd By telephne By By pst Website & live chat 2.2 Other Organisatins [email protected] Odyssey Systems Ltd, 3 Lckheed Curt, Prestn Farm, Stcktn n Tees, TS18 3SH Ofcm (Office f Cmmunicatins) Riverside Huse, 2a Suthwark Bridge Rad Lndn SE1 9HA [email protected] Otel (Office f Telecmmunicatins Ombudsman) PO Bx 730, Warringtn WA4 6WU [email protected] FCS (Federatin f Cmmunicatin Services) Burnhill Business Centre, Prvident Huse Burrell Rw, Beckenham, Kent BR3 1AT [email protected] 2.3 Useful Cntact Details Telephne Preference Service PhnepayPlus (8am t 6pm, Mnday t Friday) Freepst WC5468, Lndn SE1 2BR Openreach External Team (Relcate r remve external equipment e.g. verhead cables) Odyssey Systems Limited Cde f Practice (updated June 2013) 1

2 3. Our range f Prducts and Services Please als refer t ur website fr ur full range f prducts & services and current ffers pen t yu. 3.1 Business Telephne Systems Mitel phne systems LG phne systems System maintenance Call recrding Call lgging 3.2 Business Phne Lines and Calls Analgue, digital and VIP phne lines Mbile phnes Phne calls Phne numbers including nn-gegraphic e.g. 0800, Business Internet Bradband (ADSL) Lad balanced bradband Bnded bradband Fibre Bradband (FTTC) Cpper leased line (EFM) Fibre leased line (Fibre) Bradband checker Website / hsting and dmain names Fr mre details n any f ur prducts and services, r t place an rder immediately, visit ur webpage fr instant chat r bk an appintment. Alternatively, cntact ur Custmer Service Team n Mving Premises If yu are mving premises, please call ur Custmer Service Team n and prvide us with as much ntice as pssible, ideally n later than 45 days befre yur mve date. 3.4 Number Prtability Odyssey Systems will assist yu in keeping yur imprtant landline, mbile, nn-gegraphic, area-call and VIP telephne numbers, shuld yu chse t transfer these t Odyssey Systems. 3.5 Call Barring We are happy t prvide call barring n lines t enable ur custmers t cntrl their telecms expenditure, hwever, it is nt always technically pssible t prvide all types f call barring. Shuld yu wish t set up a barring, please cntact ur Custmer Service Team. Please nte, if yu are raming abrad with yur mbile phne, we cannt prvide call barring. 3.6 CLI (Calling Line Identifier) When making calls frm either a mbile r fixed line, yur telephne number (CLI) will be presented t the persn yu are calling. Shuld yu wish t withhld yur number r present anther number (subject t cnditins), please call ur Custmer Service Team. Please nte, if yu request t withhld yur number, we are legally bliged t pass it n if yu cntact the Emergency Services by calling 999 r 112. Odyssey Systems Limited Cde f Practice (updated June 2013) 2

3 4. Sales and Marketing Practices 4.1 Regulatins We subscribe t principles f ethical Advertising, Sales Prmtin and Direct Marketing. In March 2010, Ofcm intrduced a General Cnditin (GC24) t stp underhand sales and marketing activities. The cnditin applies t residential and small businesses telephne custmers and explains the rule cmmunicatin prviders shuld fllw. Yu can find ut mre n the Ofcm website. 4.2 Custmer Service Custmer satisfactin is paramunt. As such, cntacting us culd nt be easier. T speak t ur custmer service team, please call , r [email protected] r visit ur website, where yu can have an instant chat with a member f the sales team, arrange a call back r link with any persn, including the directrs. 4.3 Cancellatin f Service If yu rder a prduct r service with us and yu wish t cancel within 14 days f delivery f yur rder, then yu are entitled t d s. Please cntact ur custmer service team fr advice n hw t return any equipment already supplied and we may ask fr yu t pay fr any wrk we have dne in getting ready t prvide the service. If s, we will take reasnable steps t keep any csts dwn. After the 14 days perid, please refer t the terms and cnditins f yur cntract fr terminating a specific service. Shuld yu wish t cancel yur agreement at the end f yur minimum perid, please make an initial cntact by calling ur custmer service team n , fllwed up with yur intentin t cancel yur service in writing. We nrmally require a minimum f 42 days ntice t be given; hwever, a different perid may apply fr certain services as detailed in ur riginal written cmmunicatin. 4.4 Terms and Cnditins A cpy f ur standard terms and cnditins are available fr yur perusal n ur website, r call ur custmer service team with any questins r t arrange fr a cpy t be psted. Our minimum cntract term fr ur services is 12 mnths, hwever, a different perid may apply fr certain services, please refer t yur agreement. Shuld yu decide t terminate a service within yur signed cntract perid, yu may be subject t pay an early terminatin charge, als knwn as held t term charges. We will ask yu t pay by Direct Debit and we may carry ut a credit check as part f ur assessment prcedures. 5. Faults and Repairs Please call ur Fault Service Team n r use ur nline fault reprting tl n ur webpage, if yu experience a fault with any f ur prducts r services. 6. Billing 6.1 Invice We will bill yu at the beginning f every mnth, unless therwise agreed. Our payment terms are by direct debit and this is a fundamental term f yur cntract with us. If yu wish t change yur methd f payment, please call ur Custmer Service Team. We request fr invices t be settled within 14 days unless extended terms have been agreed. Our preferred methd f invicing is via ; hwever, paper cpies are available at n extra cst. We prvide itemised bills as part f ur service t yu free f charge. Bespke bill analysis is als available. If yu have difficulty paying yur bill, please cntact us n and we will try t arrange a different methd f payment. We will d all we can t help ur custmers t manage their bills and avid discnnectin. 6.2 Price List Details f ur prices are available frm ur Custmer Service Team n Or bk a free cmmunicatins audit check with ne f ur experienced Odyssey team members. Odyssey Systems Limited Cde f Practice (updated June 2013) 3

4 6.3 Premium Rate Numbers If yu have any questins relating t any premium rate service charges that appear n yur invice e.g. numbers beginning with 09, 0871, 118 numbers, please cntact ur Custmer Service Team in the first instance. We will investigate and shuld we believe the call charges are crrect, yu can prgress yur cmplaint t PhnePayPlus. PayphnePlus regulates the premium rate industry. They can prvide yu with the details f the service that perates n a given premium rate service number and they may take yur cmplaint further t the service prvider respnsible fr the PRS number. Cntact details are available under sectin 2.3 f this Cde f Practice r refer t PRN & NTS Cde f Practice, available fr viewing n ur website. 6.4 Number Translatin Services Number Translatin Services (NTS) are calls t numbers shwn in the Natinal Telephne Numbering Plan as special services, allcated by Ofcm, including 0800, 0845, 0870, 0871, 0500, 070 persnal numbers. Please refer t ur PRN & NTS Cde f Practice, available n ur website fr further details. 7. Cmplaints 7.1 Cmplaints Cde We take custmer cmplaints very seriusly and we aim t reslve them quickly and efficiently. Our cmplaints cde gives yu clear and useful infrmatin abut what yu can d if yu are nt happy. It tells yu: Best methd t address yur cmplaint What we will d and when What can be dne if yu are still nt cmpletely happy The cmplaints cde is available n ur website under relevant infrmatin, r alternatively, cntact ur Custmer Service Team n wh can prvide a cpy free f charge. It is available in large print r audi CD. If yu require any f these alternative frmats, please specify when requesting a cpy f the cde. 7.2 Cmpensatin and refund plicy Our plicy is t prvide services and prducts t yur satisfactin, t the best f ur abilities and subject t ur terms and cnditins. If yu are nt entirely satisfied with any service r prduct, please call us immediately n and we will use ur best effrts t rectify the prblem by whatever means we deem apprpriate. We will assess each claim n a case by case basis and aim t respnd within 5 wrking days r a time agreed by bth parties. Any refunds that are due will be credited t the next mnth s invice. 8. Scial Respnsibility 8.1 Services fr Peple with Special Needs We are cmmitted t helping all ur custmers t cmmunicate easily. We ffer the fllwing additinal services fr custmer wh are lder r wh may have a disability, including: Pririty access t the Custmer Service Team Pririty fault repair and assistance Our plicies, invices and cntracts can be made available in large print. 3 rd party bill management enable a nminated friend r relative t act n yur behalf. BT TextDirect Textphne users can cmmunicate t a standard telephne user r anther Textphne user. T find ut hw, view ur help & supprt page n ur website, r call custmer service team fr a cpy. 8.2 Nuisance & Malicius Calls We take the prblem f nuisance calls and malicius cmmunicatins very seriusly. If yu have been a victim f this activity, r suspect it, please call the Custmer Service Team n t reprt the incident. If yu believe that yur case is mre serius and may need the plice t be invlved, ur team can advise. Odyssey Systems Limited Cde f Practice (updated June 2013) 4

5 8.3 TPS Telephne Preference Service TPS is a free service. Upn registratin at rganisatins, including charities and plitical parties, are nt allwed t make marketing calls t yur landline, r mbile telephne number, unless they have yur cnsent t d s. 9. Additinal Infrmatin 9.1 Data Prtectin Our treatment f yur persnal data will be at all times in accrdance with any applicable UK r EU legislatin. We are registered with the Data Prtectin Agency t hld infrmatin necessary t supply prducts and services t ur custmers. Details f ur full Privacy plicy are available n ur website r by calling ur Custmer Service Team fr a cpy. 10. Apprval and Review This cde has been apprved by Ofcm fr the purpses f sectin 52 Cmmunicatins Act It will be revised and updated by Odyssey Systems Ltd as and when required but at least every 12 mnths. Odyssey Systems Limited Cde f Practice (updated June 2013) 5