This code is intended to state publicly how we will act in the conduct of our business. We value our customer relationships highly and will endeavour to do everything possible to ensure that our customers are delighted with the services that we provide.
About this code
This Code of Practice has been written in response to the General Condition of Entitlement (GC) 14.2 and GC 14,4 (Codes of Practice and Dispute Resolution)as set out in sections 52 to 55 of the Communications Act 2003. The processes described in this document are in constant review to ensure best practice for Peach Telecom’s developing customer base. Peach Telecom is a business to business focused organisation and rarely conducts business with the domestic customer. Therefore, this code of practice is aimed at business customers.
Contact Details
Company Name: Peach Telecom Ltd
Registered Office: St. Andrews House, 4400 Parkway, Whiteley, Hampshire PO15 7FJ
Tel: 0800 988 2002
Fax: 0800 988 2003
Email: info@peachtelecom.co.uk
Web: www.peachtelecom.co.uk
Our Services
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Supply of telephone equipment including telephone systems, handsets and mobile handsets.
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Installation and maintenance of telephone equipment and systems.
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On site and off site technical support.
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Provision of access to communications networks for the routing of the telephone calls.
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Supply of non-geographic telephone numbers.
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Line rentals and broadband services.
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Provision of computer software and hardware for managing telephone communications systems.
Pricing
Our equipment pricing is dependent on a variety of factors including:
• Number of extensions
• Period of lease
• Quantity and nature of additional equipment
• Whether installation, maintenance, line rental or call routing etc is included.
Cancellation of Services
Customers are entitled to cancel services in writing at any time. Where the customer is still in contract, early termination charges will apply, calculated in accordance with the terms set out in individual contracts. Detailed advice can be obtained on 0800 988 2002.
Equipment Warranty
All New NEC and Siemens telephone equipment is supplied with a 12 month warranty. If this equipment is faulty, it will be replaced free of charge within the first twelve months following installation. Equipment supplied from other manufacturers will be sold with a warranty period equivalent to that offered by the manufacturer.
All customers are given the opportunity to sign a maintenance contract for their telephone equipment. This gives an extended warranty and covers all charges for faulty equipment replacement and engineering charges during the term of the contract.
Maintenance and Repairs
Technical enquiries are logged upon receipt of a telephone enquiry or Website enquiry and are dealt with in order of priority. The level of service offered and response times are constantly monitored to ensure that customers receive a prompt efficient and professional response to all enquiries. During office hours, we aim to consistently achieve first response to all technical problems within two hours of notification.
Access to Services
Peach Telecom predominantly relies on proactive telemarketing calls to arrange appointments for sales representatives. The company has also experienced great success with a referral scheme whereby existing customers recommend associate businesses that would benefit from our services.
Customers can discover more information regarding the range of services available from Peach Telecom, including our full list of terms and conditions, on our website www.peach-telecom.co.uk.
Compensations or Refunds
Where it is apparent that we have overcharged a customer in error we will issue an immediate refund upon customer request. The full extent of our liability for direct or indirect costs, loss of profit or goodwill is clearly set out in our Order Form which is signed by every customer at point of sale. Customers should refer to their Order Form terms and conditions for further details.
In the event of a billing error, we will immediately investigate upon notification by our customer and if appropriate, will rectify the error on the next invoice. Full itemisation of call charges is available at an additional cost.
Annual maintenance contract charges are invoiced just prior to each anniversary of contract commencement. Payment must be made prior to the annual renewal date in order to ensure service continuity.
Other invoices are despatched as and when other services are provided. Except by prior arrangement, these are payable upon completion of the work to which the charges relate. We endeavour to ensure that invoices provide a clear explanation of the nature of the charges and due date.
Customer Rights
We aim to ensure that the terms and conditions under which we trade are clearly communicated to our customers at point of sale. We always provide customers with a copy of all contractual documentation that they have signed at the time of sale.
We maintain a database of customer information. We comply with all aspects of the Data Protection Act. Customers may request a copy of the information that we hold about their business.
Peach Telecom often acts as an introducer to financial intermediaries in order to assist with their telephone equipment purchases. We are committed to ensuring that the companies with whom we work fully comply with the provisions of the Consumer Credit Act 1974 as well as maintaining our own Consumer Credit Licence.
Communication with Customers
We value regular communication with our customers and wish to receive feedback about the quality of our service as well as suggestions as to how we can improve our service or alternative products and services that our customers would value.
We are happy to receive feedback by telephone call, letter or via e-mail. Appropriate contact details can be found on the “Contact” page of our website at www.peachtelecom.co.uk.
Rather than sit back and wait for our customers to contact us, we pro actively seek to speak to our customers. We have a dedicated customer service team who regularly contact all of our customers to ensure that they are happy with the services that they are receiving and to see if there are any matters which they would wish to bring to our attention, We believe that this pro-activity ensures that we have an improved understanding of our customers’ requirements and can constantly work to ensure that we are providing the service that they need.
When contacting new customers, Peach Telecom is committed to fully complying with the TPS scheme, which allows companies and individuals to opt out of receiving unsolicited telephone calls. All telephone calls both inbound and out bound are recorded for quality monitoring and staff training.
Distribution of this Code
This code will be distributed internally with in Peach Telecom via the company intranet and within new staff training material.
The code will be made available to the public externally free of charge via our website
www.peachtelecom.co.uk.
Contact Details
Company Name: Peach Telecom Ltd
Registered Office: St. Andrews House, 4400 Parkway, Whiteley, Hampshire PO15 7FJ
Tel: 0800 988 2002
Fax: 0800 988 2003
Email: info@peachtelecom.co.uk
Web: www.peachtelecom.co.uk
Definitions for the Ofcom Code
The following definitions should be used for interpreting this Code of Practice:
‘Alternative Dispute Resolution’ means any dispute procedures approved by Ofcom under section 54 of the Communications Act 2003.
‘Complaint’ means:
A)an expression of dissatisfaction made by a customer to a Communications Provider related to either:
•the Communications Provider’s provision of Public Electronic Communications Services to that customer; or
•the complaint-handling process itself; and
b)where a response or resolution is explicitly or implicitly expected.
‘Complainant’ means a Domestic or Small Business Customer who makes a Complaint to a Communications Provider.
‘Deadlock Letter’ means a letter or email from a Communications Provider to a Complainant agreeing that the Complaint can be referred to the relevant Alternative Dispute Resolution scheme.
‘Written Notification’ means a written notification sent to a Complainant that:
•a) is in plain English;
•b) is solely about the relevant Complaint;
•c) informs the Complainant of the availability of dispute resolution, which is independent of the CP;
•d) provides the name and appropriate contact details for the relevant Alternative Dispute Resolution scheme; and
•e) informs the Complainant that they can utilise the scheme at no cost to themselves.
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