Verizon Enterprise Solutions Code of Practice Regarding Complaint Handling and Dispute Resolution for Small Business Customers 1: Introduction Verizon is the global IT solutions partner to business and government. As part of Verizon Communications a company with nearly $131 billion in annual revenue Verizon serves 98 per cent of the Fortune 500. Verizon caters to large and medium business and government agencies and is connecting systems, machines, ideas and people around the world for altogether better outcomes. The United Kingdom (Reading, Berkshire) is the home of Verizon Enterprise Solutions headquarters for Europe, the Middle East and Africa. Verizon Enterprise Solutions offers an extensive portfolio of Voice, Data and IP communications under one brand in the UK. It currently operates 12 data centres (including a state of the art facility at St Pancras, London) and 38 Points of Presence. Verizon Enterprise Solutions has made transparency in the conduct of its business a top priority. As we continue to drive innovation to provide simplicity and value to customers, every Verizon Enterprise Solutions employee has a renewed focus on doing what is right for our customers. This commitment to the highest level of integrity in the conduct of business is underpinned by Our Code of Conduct. You can read Our Code of Conduct via the following link: http://www.verizonenterprise.com/about/conduct/ 1 of 5
2: Contact details The full postal address of Verizon Enterprise Solutions Headquarters is: Verizon Enterprise Solutions, Reading International Business Park, Basingstoke Road, Reading, Berkshire RG2 6DA Contact the Verizon Enterprise Solutions Bill Inquiry Team at customer-care-uk@intl.verizon.com 00 800 4321 5432 For more information on Verizon Enterprise Solutions in the UK please visit: http://www.verizonenterprise.com/uk/ 3: Terms and conditions Our services Access Pricing information Contract conditions Verizon Enterprise Solutions provides a comprehensive portfolio of voice, data and internet services. For the full range and description of services offered by Verizon Enterprise Solutions, please visit our web site using the following link: http://www.verizonenterprise.com/uk/products/ For Sales enquiries or to receive more information and advice about the product you are looking for, please contact UK Sales via email contact-centre-uk@intl.verizon.com Or by Telephone: 0800 018 18 18 Verizon Enterprise Solutions can discuss pricing with you on request. For details of current Verizon Enterprise Solutions pricing policy, please contact UK Sales, contact details as above. The customer's rights and obligations in relation to the provision of Verizon Enterprise Solutions services are set out in the relevant Service Order Form (SOF) or in a framework agreement. The customer or account manager will complete a Service Order Form; this is a contract between Verizon Enterprise Solutions and the Customer. The Verizon Enterprise Solutions contract model is made up of three parts (in order of precedence): Service Level Agreement for the service if required Service Order Form for the relevant service Framework Agreement (IMSA) Each of the above is a contract containing commercial, pricing, technical and legal obligations for Verizon Enterprise Solutions and the Customer. It is therefore a mandatory requirement to have a signature on behalf of both parties on each contract to make these obligations binding and enforceable. 2 of 5
The counter signature of the Verizon Enterprise Solutions representative is confirmation for Verizon Enterprise Solutions that all the required information has been included on the order paperwork and that the information given is correct, accurate and that it has received the necessary Verizon Enterprise Solutions approvals. All Verizon Enterprise Solutions customers will be contacted prior to the start of their service. As an example, Line rental and CPS customers will receive a welcome letter which will confirm the details of the order, the customer completion date and any necessary contact details. The customer completion date ensures a 10 day cooling off period from the order request date. There are similar codes and practices for all other Verizon Enterprise Solutions Products and Services. The minimum initial contract term for service is 12 months. The service order may be terminated by either party by following the termination requirements specified within the Service Order Form. The period of notice required is dependent on the type of service ordered e.g. whether or not Verizon Enterprise Solutions line rental has been ordered as part of the service or not. For the termination requirements applicable to your service, please refer to the terms and conditions which form part of the Service Order Form. For further information relating to contract terms and conditions, please contact UK Sales using the contact details provided above. 4: Customer service Compensation or refund policy Complaint handling process Verizon Enterprise Solutions does not have a rigid compensation and/or refund policy, all cases being reviewed on a case by case basis depending on the circumstances. In such events, discussions will be held between the customer and either the Bill Inquiry Team or the customer s Account/Sales Manager as appropriate. If Verizon Enterprise Solutions falls short of customer expectations, then this should be brought, in the first instance, to the attention of the Verizon Enterprise Solutions Bill Inquiry Team via email (contact details above). Where a customer or potential customer is expressing dissatisfaction with Verizon Enterprise Solutions in any way, a complaint will be logged and the issue addressed as a matter of urgency. Verizon Enterprise Solutions has an internal escalation process for customer complaints, with a goal of addressing all complaints within 28 calendar days. During this period, Verizon Enterprise Solutions will endeavour to contact the complainant 3 of 5
to provide progress reports and to discuss our findings. If you wish to lodge a complaint, please ensure that you provide: The main details of your complaint Your account number with Verizon Enterprise Solutions; and Your name and email address. Alternative dispute resolution procedure If, at the conclusion of the Verizon Enterprise Solutions complaints process we have not been able to agree a resolution that is acceptable to you, at which time Verizon Enterprise Solutions will issue a deadlock letter, or your complaint has been outstanding for 8 weeks or more, small business customers have the opportunity to take their complaint to an independent arbitrator. This service is offered in accordance with the obligations placed on all UK communications service providers by the industry regulator Ofcom. This process is known as the Alternative Dispute Resolution Scheme and Verizon Enterprise Solutions is a member of the scheme administered by Ombudsman Services. Contact details for Ombudsman Services: Communications are provided in section 6 below. 5: How to obtain this Code of Practice 6: Contact details of related organisations This Code of Practice is published on our Web site at http://www.verizonenterprise.com/terms/emea/uk/. Additional copies are available on request and free of charge to any domestic and small business customer. You can also ask for a Braille copy of this Code by using the contact details listed above. Verizon Enterprise Solutions is a member of the independent alternative dispute resolution scheme administered by Ombudsman Services. The contact details for Ombudsman Services are as follows: Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU Telephone 0330 440 1614 Web site: www.ombudsman-services.org/ 4 of 5
7: Additional information This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom s Web site at http://stakeholders.ofcom.org.uk/telecoms/ga-scheme/generalconditions/customer-code-practice/ 5 of 5