Code of Practice
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Viaspec Consumer Code of Practice and Dispute Resolution Procedure 1. Introduction Viaspec is a provider of internet, voice, connectivity and hosting services. We enable customers ("you") to access the worldwide web, connect to multi-site and multi-branch offices either by voice or other forms of data connection. 2. Purpose of the code This code tells you how we conduct our business and provides information about our relationship with you. It is intended for small and medium business customers. This code of practice may be obtained from our web site at http://www.Viaspec.com or by writing to us at the address below. This code is produced in accordance with Ofcom requirements. 3.Our commitment to you Working with our customers and Channel Partners (resellers) alike, we strive to create straight forward answers to every request we are given. To do this we rigidly commit ourselves to making promises that we can keep, thereby guaranteeing the highest quality of service. We Promise to make every reasonable effort to ensure that our services satisfy your requirements. We work to all relevant laws and regulations. 4. Our Products and Services Landline Bundles: For more information on our products and services, or to place an order, please contact our Customer Service Team on 0330 440 9900. 5. Customer service 5.1 Service or billing problems If you have service or billing problems you can contact the company by phone, by email or by letter. Contact details are set out at point 7, below, and can be accessed via the home page at Viaspec.com. 5.2 Cancelling your service If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within 7 days after your order is placed. After 7 days we will charge you an administration fee equivalent to one month’s rental of the appropriate product. Should you wish to terminate your contract within the minimum term of the agreement, we will make a charge – please refer to our terms and conditions for details. After the minimum term you can cancel any service by writing to us at our address above giving us 1 month’s written notice. Viaspec may terminate your service in the following circumstances: 1. At any time for non-payment of any payment due; These can be accessed via our home page or can be obtained by writing to us at the address given below. 5.3 Billing We bill you in accordance with the terms that you sign up to for the service, i.e. monthly, quarterly or annually. We send out invoices by email seven days ahead of the due date. Hard copy invoices are available by post, on request. You can settle the invoice by Direct Debit or any other pre-arranged method. Viaspec Ltd will pursue all routes available to it to recover outstanding debt. We will send out reminder letters to follow up outstanding invoices. We will send these by email to your registered email address and/or by mail to the address we have in your account details. We may suspend your service at any time for non-payment. We may instruct solicitors to recover outstanding debt. 5.4 Pricing Viaspec Limited’s policy is to price all products at a competitive rate for the service provided. Prices for each of our services are available via the homepage – www.viaspec.com. 5.5 Fault repairing Please call our 24 hour Fault Line on 0330 440 9900 if you experience a fault with any of our services. We aim to have this investigated and in some cases (depending on the nature of the fault) repaired within 24 hours or less dependent on any other contractual purchase or agreement for example, Enhanced Care service options. 5.6 Complaints If you have a complaint about the way we have handled any aspect of your account or the way you have been treated when contacting the technical support or customer service desks you may write detailing the nature of the complaint to: Viaspec Ltd, 145-157 St John Street, London EC1V 4PW. 5.7 Compensation and Refund policy Our policy with regard to compensation is to review each case on its merits. As for refunds, if a customer has overpaid within the terms of their contract then this will be refunded. 5.8 Disputes Where there is a dispute between us, which cannot be resolved, you have the right to refer the matter for arbitration. Viaspec adopts the Communication and Internet Services Adjudication Scheme (CISAS). This is a dispute resolution scheme operated through the Chartered Institute of Arbitrators. Domestic and small business customers will not be charged for the cost of the arbitration for any dispute which is referred to CISAS. Contact details CISAS are set out at paragraph 7. Contact details for the industry regulator, Ofcom, are also set out at paragraph 7 below. In order to refer a complaint to CISAS you should go to the consumer area of its website and complete the online complaints form. 5.9 Moving Home or Office Please call our Customer Service Team on 0330 440 9900 no later than 28 days before your move date. We will amend your account and billing requirements as necessary. 6. Customer Rights 6.1 Data Protection and Privacy Policy Viaspec.com recognises the importance of your privacy. We use personal information that we collect from customers in accordance with strict procedures. We comply with the Data Protection Legislation and are registered with the Data Protection Registrar. 6.2 Changes to our Privacy Policy We may make changes to our Privacy Policy from time to time. Your continuing use of the Viaspec.com or any Viaspec Limited Website and of our services indicates your agreement to the use of your personal information as set out in this Privacy Policy. 6.3 Terms and Conditions Copies of the Terms and Conditions of service are available via the Viaspec.com homepage and by writing to us. 6.4 Copies of this code Copies of this code may be obtained by calling Customer Services on 0330 440 9900 or by writing to us at the address in paragraph 7. 7. Contact details Viaspec’s contact details are: Our phone number is: 0330 440 9900 Or visit our contact page for more ways to get in touch Calls may be monitored and recorded for training and quality assurance purposes. Useful contact details for industry bodies: ORGANISATION Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it Website: www.cisas.org.uk Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it Tel: 020 7520 3814 Ofcom – The industry regulator London SE1 9HA 7. Approval and Review of Code The maintenance of this code is the responsibility of Viaspec Ltd. It is Viaspec’s responsibility to review the code on a regular basis and to ensure that it reflects our commitment to customers and complies with Ofcom requirements. If the code is updated to reflect a change in policy the updated version will be published on our website and can be accessed via the homepage. |
