Code of Practice. Terms and conditions: (Including prices and tariffs)

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1 Code of Practice Introduction: The provider is Connect Business Systems Telecommunications Limited. We provide Telephone line and calls, Data circuits, Broadband services, and install traditional, IP and hosted telephone systems. Along with maintenance contracts to small and medium sized businesses. Contact details: Unit 5, West Court Saxon Business Park Hanbury Road Stoke Prior Bromsgrove B60 4AD Telephone Website Terms and conditions: (Including prices and tariffs) We provide the following services: Single Analogue telephone lines Multiline ISDN2 ISDN30 Carrier pre select Broadband Non geographic telephone numbers SIP trunks Inbound/hosted solutions Data circuits Toshiba telephone system installation and maintenance Access: For more information on how to obtain any of the above services, or to order additional products, please contact or

2 Pricing information: It is not possible to publish a standard set of call rates, line rentals or system costs that would apply to all customers/end users. This is because there are many factors such as usage volumes, staff numbers and other separately negotiated items to contribute to a tariff. Each case is looked at individually and the best possible solution/tariff is offered on a bespoke basis. In addition, tariffs are frequently updated to ensure the best prices for our customers/end users and industry changing compliance. To obtain a quotation, or a copy of your existing tariffs/agreement please contact or enquiries@connect.uk.net Contract conditions: There are minimum term options which will be indicated on your contract. The default term for telephone lines and calls is 12months, and for telephone system installation/maintenance is 5 years, unless stated otherwise. Cancellations: If you wish to cancel your contract, you must inform us in writing. We will acknowledge your cancellation in writing, informing you of any cancellation/early termination costs if the cancellation is within your contract term. If you request to cancel your contract after you have completed your minimum term, then 30 days notice is required. You will receive a final bill following your cancellation for any call charges, line rental or service costs owing. 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 of your order being placed. After ten working days an early termination charge may apply and you will be informed of this at the point of cancellation.

3 Customer service: Compensation or refund policy: Our service to our customers is extremely important, and we aim to offer the best possible. In certain circumstances this service is dependent upon the continued operation of the major networks (Open Reach). If the service is lost for any reason, for a length of time, then we will facilitate a compensation claim on your behalf, in line with your particular care package and the network operator s terms and conditions. Please inform us in writing if you wish to pursue a claim for compensation or refund. Complaints handling process: If you should have cause to complain about our service, please contact us on , us at enquiries@connect.uk.net, or write to us at the above address. Alternative dispute resolution procedure: If we have not resolved your complaint to your satisfaction after 8 weeks, or, if you have received communication from us saying that your complaint has reached deadlock, you may make a complaint through Ombudsman services (an independent, alternative dispute resolution scheme). Ombudsman Services PO Box 730 Warrington WA4 6WU Telephone Customers with Visual impairment: We are able to provide our written documents, including our code of practice in an alternative format such as large print. The customer should contact us and indicate if they wish to receive bills, terms and conditions, our code of practice and any other information in this format. Customers with hearing impairment: We are able to offer a text relay service. The Next Generation Text (NGT) service helps people with hearing loss and/or a speech impairment to access the telephone system. A relay assistant acts as an intermediary to convert speech to text and vice versa for the two people in conversation

4 Faults and repairs: Line rentals, VOIP and calls: If you experience a problem with your phone line and/or calls you should contact our service team on providing the below information: Account name and number Type of line (if Known) Description of the fault Contact name and number Company opening times Connect Business Systems Telecommunications Ltd shall endeavour to provide the following response times from the time the fault of reporting to us dependent upon customer care level purchased by the customer. Care level 2 Aim to clear by end of next working day. This service operates between 09:00 and 17:30. Care level 3 If a fault is reported before 12:59, the aim is to clear by 23:59, if the fault is reported after 13:00 the aim is to clear by 12:59 the next day. This service operates 24 hours a day, 7 days a week, excluding bank and public holidays. Care level 4 The aim is to clear a fault within 6 hours of it being reported. This service operates 24 hours a day, 7 days a week with no exceptions. Broadband: If you experience a problem with your broadband connection you should contact the broadband support team on providing the below information: Username Password Broadband telephone number Contact name and number Details of the fault During this call you will be provided with help and advice to assist you in resolving the broadband issue. If however, we identify a problem with the network a fault will be logged, you will be given a fault reference number and we will aim to restore service within 48 hours.

5 Telephone System Maintenance Here at Connect we believe that service is paramount and is the most important aspect of our relationship with our customers. Our targeted emergency calls are responded to within an average of 3.5 working hours and any non operational system will carry our top priority call response by fully trained engineers with a comprehensive vehicle stock level resulting in a first time fix and maximum up time. Telecommunication engineering teams are carefully selected as each product is unique, each team having an enormous amount of pride in their work, evident by the high standard offered and received by our customers; and supported by the regular comments received by our existing client base

6 Useful contacts: Ofcom Ofcom is the regulator for the communications industry, with responsibilities across television, radio, and telecommunications services. Its purpose is to monitor and regulate communications within the UK. Ofcom Riverside House 2a Southwark Bridge Road London SE1 9HA Telephone Fax Website TPS Telephone preference service The TPS provide a service whereby you can register your home or business phone number to stop you from receiving unwanted marketing calls. Telephone Preference Service DMA House 70 Margaret Street London W1W 8SS Telephone Fax Website tps@dma.org.uk The Ombudsman Services An independent, alternative dispute resolution scheme. The Ombudsman Services Communications PO Box 730 Warrington Cheshire WA4 6WU Telephone or enquiries@otelo.org.uk Website services.org

7 Federation Of Communication Services (FCS) A non profit industry association for companies which deliver professional voice and data communication solutions to businesses within the UK.their aim is to champion and defend the role of the professional communications provider in the converging market place. Federation of Communications Services Burnhill Business centre Provident House Burrell Row Beckenham Kent BR3 1AT Telephone fcs@fcs.org.uk Website Tel: Fax: enquiries@connect.uk.net Connect Business systems Telecommunications Ltd 5, West Court Stoke Prior Bromsgrove B60 4AD