SECTION 1 - About us
Our Code of Practice - it's here to help
Our products and services
Minimum terms
Keeping you in the know
The small print
Looking after your rights
Keeping information secure
SECTION 2 - Billing and payment
Paying your bill
Bill queries
How we can help if you can't pay your bill
Getting your account reconnected
If you want to cancel your service
SECTION 3 - Sales and marketing guidelines
Looking after you
Sales, marketing, advertising and promotion
Sales and marketing personnel
Entering into a contract
SECTION 4 - Faults, feedback and complaints
Faults
Tell us what you think
Not happy? How to make a complaint
SECTION 5 - Where to go for further advice
SECTION 6 - Useful contacts
SECTION 1 - About us
Our Code of Practice - it's here to help
Our Code of Practice explains everything you need to know about our communications services and how we can help you.
It tells you all about:
- The products and services we provide
- Our pricing and billing methods
- Our sales and marketing guidelines and
- How to contact us and other independent communications organisations.
We regularly monitor our performance against the code to ensure we remain compliant with its requirements.
The communications services described in this code are subject to availability and may be modified from time to time.
You can get this Code of Practice in alternative formats including a printed copy. For details, please e-mail customercare@just-dial.com.
Our products and services
We are able to offer a wide range of great value landline services to suit your needs.
Landline
To help reduce your communication costs, we have a choice of call plans and value added services, including unlimited calls and international calls.
If any of our products or services catch your eye, or you'd like to find out more about our latest offers, prices and call rates, please e-mail customercare@just-dial.com or visit our website at www.just-dial.com
Minimum terms
Landline
There are no minimum terms for any of our landline products.
Keeping you in the know
When you register with us, you'll receive a welcome e-mail. This guide tells you everything you need to know about our products and services. For all other information relating to the service, including;- Call rates
- How to manage your account
- How your bill is set out and Answers to Frequently Asked Questions
- Changes in call rates, Connection charges
Please look at our website www.just-dial.com
To keep you up to date, you'll also receive information about:
- Promotion
- Special Offers
- New Products
Through electronic mailings.
When we first obtain personal information from you, or when you take a new service or product from us, we will give you the opportunity to tell us if you do or do not want to receive information from us about other services or products. You can normally do this by ticking a box on your application. You may change your mind at any time by emailing us at customercare@just-dial.com.
The small print
You will be directed to a copy of our terms and conditions when you register for any of our services. However, if you would like a copy of our terms and conditions at any other time, please visit our website at www.just-dial.com
Looking after your rights
Privacy policy
We believe that protecting your privacy online is highly important. As a result, we're committed to providing you with a personalised service that meets your needs in a way that protects your privacy. We explain how we do this in our privacy policy. To get more information about our policy, visit www.just-dial.com or e-mail us at customercare@just-dial.com
Your personal information
We comply with the Data Protection Act 1998.
The information we hold about you will be used to provide the product(s) and service(s) requested and for identification, account administration, analysis, and fraud/loss prevention purposes. More details about how that information is used is in our privacy statement, which you'll find under the heading "Personal Information" in our terms and conditions and on our website. Copies are also available from us by emailing us at customercare@just-dial.com. You have a right to the personal information that we hold on you if it relates to you as an individual. This is known as a right of "subject access". To make a request please write to us enclosing a cheque for £10 payable to "Telco Global Ltd" and enclose one of the following proofs of ID: Current utility bill (Gas, Electricity, Water, BT, Cable) Passport, Photo card ID or Driving Licence
If requested we can also send you our subject access request form for you to complete.
The address to write to is:
The Data Protection Manager
Telco Global Limited
3rd Floor, Building 1
Chiswick Park
566 Chiswick High Road
London W4 5BY
Keeping information secure
To ensure we keep your personal details secure we have an identification procedure in place for all incoming and outgoing calls and emails. As an account holder, each time you contact us you will need to confirm the following:
- Your name
- Account or telephone number
- Password
Calling Line Identification (CLI) - Keeping your phone number private
You'll already have chosen, through your line provider, how your phone number will be displayed when you make outgoing calls.
SECTION 2 - billing and payment
Paying your bill
Bills are provided electronically. Unless we agree otherwise, you must pay your account by the due date shown on your bill.
We will charge you for any calls made through your landline and charges will be shown on your bill depending on the level of itemisation you have chosen.
We will add any monthly charges for your services, such as call plan fees on your bill. Your bill will clearly describe the service, together with the charges that apply to you and any discount you may be entitled to.
We will charge for part months as a proportion of the monthly charge by multiplying against the number of days in the month where your service has been active (that is, when you've been able to use it, even if you haven't used it).
Your bill will also show any payments you have made recently and the current balance of your account. (Payments you have made within the last seven days may not be shown on your bill.) The payment due date will be also clearly marked, so please remember to pay your bill on time to avoid receiving unnecessary reminders or late payment charges, or having your account suspended.
Ways to pay
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You can pay your bill in the following ways:
- Direct Debit
- Online at www.just-dial.com
Extra charges
If you don't pay your bill on time, we may charge you interest on overdue amounts or an administration fee. If you pay your bill by cheque, credit or debit card and your bank refuses to make the payment, we may charge you for the bank charges and extra administration costs. If you pay by another currency other than pounds sterling, we may also charge you for the bank charges and extra administration costs.
Please note that there is a £5 fee if a direct debit payment rejects.
Itemised bills
We offer two options for itemising your phone and Internet calls:
- No itemisation, (you simply see the total calls and cost of calls made)
- Fully itemised, (all calls will be shown)
Your itemised bill will also describe other important pieces of information that are relevant to each call you have made including:
- The date of the call
- The length of the call
- The number called
- The destination of the call
- The time of the call and
- The cost of the call.
It will also give the total number of national, international and mobile calls you've made, per service number.
You can also ask us for bills in Braille, in large print and on audiotape by e-mailing one of our Communications Specialists at customercare@just-dial.com
Bill queries
When we prepare bills, we check them thoroughly to make sure we have charged you correctly. If you have a query regarding your bill, please e-mail one of our Communications Specialists on customercare@just-dial.com so we can explain your charges or, if necessary, investigate the matter further.
If we have made a mistake, we will adjust your account accordingly.
Unexpectedly high bills can sometimes arise from using premium rate services. We appreciate that this can be by accident or because you may not be aware of the cost. Calls made to live services or chat lines are charged at premium rates, and you should be told of the charge before you go ahead with the call. If any call is made without your permission or knowledge, you should contact one of our Communications Specialists by e-mailing to customercare@just-dial.com immediately. They'll make sure that it's investigated and a credit will be applied to the account where appropriate.
The Independent Committee for the Supervision of Telephone Information Services (ICSTIS) regulates the content and promotion of premium-rate services through an industry Code of Practice. For more information or to make a complaint about a premium-rate service, you should contact ICSTIS on 020 7940 7474.
We may charge you an extra fee for administration. We will add this to your bill.
You can also see the ICSTIS Code of Practice on their website at www.icstis.org.uk
Your credit status
When you register with just-dial you agree that we can carry out credit and fraud checks against your personal details. We use other agencies to collect this information and we will pass your personal information to outside credit reference agencies, counter fraud agencies and their customers. If you would like full details of these agencies, please ask us.
In some cases, we may need proof of your identity (for example, if you've moved recently, we may not be able to find your credit history). We will return any documents to you as quickly as possible.Prepayments
In some cases, we may need a prepayment (for example, if you don't meet our credit terms or if you go over your credit limits). We work out the prepayment using the type of service you have asked for and the results of your individual credit score. We will use your prepayment to pay any charges to your account.
Credit limits
We may apply credit limits to your account for charges you run up in each billing period. We will base your credit limit on the results of your credit score and payment history. We will tell you what your personal credit limit is.
If you go over your credit limit, we may demand that you pay your outstanding balance immediately, or we may suspend the service.
If we suspend your service, you'll still be responsible for all charges you run up, including those over your credit limit.
To find out what your credit limit is or if you feel your credit limit is not appropriate, please e-mail customercare@just-dial.com and a Communications Specialist can confirm this information.
As well as credit limits, we also monitor unusual calling patterns made from your phone. We may contact you to make you aware of any change in pattern to protect your interests. We may also suspend your service to prevent the service being used until we investigate further.
If you suspect that someone is using your phone without your permission, please e-mail customercare@just-dial.com and a Communications Specialist will be able to help.
Involving other people or organisations
Occasionally, you may want to involve another person or organisation (like the Citizens' Advice Bureau) in your discussions with us. We're more than happy to disclose your personal data to an agency acting on your behalf as long as we receive written confirmation from you that they have authority to act on your behalf. This is to make you that we are keeping your personal data secure. We'll discuss and agree the person or organisation's responsibilities with you and them, to make sure that everyone fully understands their responsibilities and rights.
How we can help if you can't pay your bill
If you're having difficulty paying your bill on time, it's important that you contact customercare@just-dial.com who will pass your details on to the Collections Team.
We may be able to help you by spreading the payments, but it's important that issues or difficulties are notified to us quickly so your service is not affected and further action can be avoided. If you're away for an extended period, please let us know so we can make arrangements for your account to be paid.
If you have still not paid your bill by the date it is due, we'll phone you or write to you and arrange for you to make a payment. If you can't make a payment at the time, we'll discuss the options available to you. If you still don't pay your bill, we may restrict your service. As a result, you will not be able to make outgoing calls until you have paid the overdue balance on your account.
If another person or organisation is involved, we will tell everyone involved what we will do and what you and they must do.
Other agencies
There are many agencies that can provide help and advice if you're having difficulty paying your bill. You can find details in your local library and phone books. We have provided contact details for some of these under "Useful contacts".
What happens if you don't pay your bill?
If you still don't pay your bill after we have tried to contact you, we'll write to you to tell you that we plan to disconnect your service. This will usually be within seven days of our letter.
At this point, we may refer your account to a debt collection agency. This process may lead to you being registered with a national credit agency, which will affect your credit rating. We will add any extra costs involved in doing this to your outstanding account.
If we disconnect your account, we will pass your details to an outside agency that has the authority to recover outstanding balances on our behalf. All our outside agencies meet the standards approved by the relevant industry organisation. If you would like details of these outside agencies, e-mail customercare@just-dial.com for details.
Outside agents are registered with the Office of Fair Trading and are regulated by the Credit Services Association. They are also members of FENCA (Federation of European National Collection Agencies) by association to the CSA (Credit Services Association).
If you give us false information, we may disconnect your service without giving you any warning. We may also register your details with fraud prevention agencies. If you would like details of these agencies, please e-mail customercare@just-dial.com for details
You or any authorised person must use the service in line with your contract. Any improper, immoral or illegal use will result in immediate disconnection and possible court action.
If we receive complaints about how you use your phone we also have the right to disconnect your service.If you feel that we have disconnected you by mistake or unfairly, you can appeal against this by e-mailing customercare@just-dial.com for details. We will fully investigate the circumstances and tell you what the outcome is as quickly as possible.
Getting your account reconnected
We may reconnect your account if you have paid your previous overdue balance in full. Before we reconnect your account, we may charge you a reconnection fee and a prepayment or security deposit.
However, we may choose not to reconnect an account disconnected for non-payment.
If we disconnect you by mistake, we will not charge you reconnection fees, security deposits or prepayments.
For landline services
If you have moved or want to reconnect any of these services, please e-mail customercare@just-dial.com
If you want to cancel your service
You can cancel your fixed, by e-mailing customercare@just-dial.com.
SECTION 3 - Sales and Marketing guidelines
Looking after you
Our sales and marketing guidelines are designed to look after our customers' interests by:
- Ensuring that our products and services are marketed and sold responsibly
- Providing a clear framework for us to work within, so that you know what levels of service and behaviour you can expect, and
- Providing standards of protection over and above those required by law.
We are committed to helping all customers understand any services offered and the full terms of any contracts they enter into.
Sales, marketing, advertising and promotion
You may come across just-dial in all sorts of different ways - for example, adverts on radio, adverts in the press, mail packs sent through the post, telephone sales. But wherever you encounter a just-dial sales message, it will comply with the British Codes of Advertising and Sales Promotion.
We also promise that our advertising and promotional literature will be clear, accurate and fair. So you can rest assured that you will never read misleading information about our prices, our products or our service.
Hopefully, you will find that the communications you receive from just-dial are always welcome and relevant. Some people, however, have already chosen not to receive certain types of communication from us, and we respect their wishes. We also pledge to respect your wishes regarding how we communicate with you - just register with the Mailing Preference Service or any other Preference Service as appropriate, if you do not wish to receive marketing communications through the post or other contact. You'll find details at the back of this booklet.
Sales and marketing personnel
Our sales and marketing teams are carefully recruited and undergo thorough training on our products and services. As a result, they are skilled at giving customers and potential customers the information they need. They'll also make sure you know exactly how to use the product or service you've registered for.
It's also reassuring to know that the salaries, commission structures and incentives offered to our teams are designed to encourage fair - not misleading - sales practices. And because we monitor our sales calls regularly, you can be confident that our staff always keeps to the highest service standards. Our telesales staff works Monday to Friday from 8am to 9pm.
We promise that our sale representatives will be courteous and polite, answer any questions honestly and to the best of their knowledge, not evade the truth and take care not to mislead. They always recognise and respect your right to end the conversation at any time. Our sales representatives will be fully trained and competent. They will always act professionally on our behalf and never take advantage of a person's inexperience, vulnerability, trust or natural loyalty.
Entering into a contract
Whenever an individual enters into a contract with just-dial, we will take all reasonable steps to ensure that they are authorised to do so. You can take out a contract on the telephone, at a distance or online.
At a distance
If you want to place an order or enter into a contract from a distance - for example, after receiving a pack through the post - then your order will comply with the Distance Selling Regulations.
Customer care
We want you to be happy that you have chosen just-dial. So however you take out your contract, we will contact you to confirm:
- The details of the transfer
- That you understand you have entered into an agreement
- That you are happy to proceed with the agreement and
- That you are satisfied with the way in which the sales and marketing activity was conducted
If we discover that you did not fully understand the contract or did not intend to take it out, then you can choose to cancel your contract without charge. You can also cancel your contract without charge if your order matured before a switchover period expired.
For more details, please refer to 'If you want to cancel your service' in SECTION 2.
SECTION FOUR - Faults, feedback and complaints
Faults
Landline and value-added services
If you have any problems with these services, you can report them by e-mailing customercare@just-dial.com or by visiting the just-dial Online account area at www.just-dial.com
We will make every effort to contact you to sort out a problem or to let you know what the situation is within two working days of logging the problem. If we cannot sort out the problem within two working days, we'll try to contact you every two working days to keep you updated.
Tell us what you think
We encourage and welcome customer feedback. If you've got an opinion or view about our service - good or bad - we'd like to hear from you.
Not happy? How to make a complaint.
If you are unhappy about any aspect of our products, our services or our sales and marketing activities, then we want to hear from you. To make a complaint, please e-mail customercare@just-dial.com and a Communication Specialist will deal with your enquiry. We usually find that any issues can be dealt with at this stage. However, if you are not totally satisfied, you can speak to a team leader or manager for more help.
Still not happy?
If you've registered a complaint with us and you're not totally happy with our response, you can refer your complaint to:
The Managing Director's Team
Telco Global Limited
3rd Floor, Building 1
Chiswick Park
566 Chiswick High Road
London W4 5BY
SECTION 5 - Where to go for further advice
Independent advice
If you have any concerns, you should contact us first, as we'll always do our best to sort out any problems. However, if we cannot help or you'd prefer independent advice, you should contact one of the professional bodies listed below.
Otelo
Otelo (Office of the Telecommunications Ombudsman) investigates customers' complaints about telecoms services fairly and free of charge. Just-dial is a trading name of Telco Global Limited, is a member of Otelo and as such is obliged to respond to Otelo enquiries and accept their decision on complaints. See Section 6 - Useful contacts for details
See Section 6 - Useful contacts for details
SECTION 6 - Useful contacts
Ofcom
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London, SE1 9HA
Phone: 0845 456 3000 or 020 7981 3040
Fax: 0845 456 3333
Website: www.ofcom.gov.uk
Textphone: 020 7981 3043
Otelo
Office of the Telecommunications Ombudsman
PO Box 730
Warrington WA4 6WU
Phone:0845 050 1614
Fax:0845 050 1615
E-mail: enquiries@otelo.org.uk
Citizens' Advice Bureau
Please contact your local office. Visit
www.citizensadvice.org.uk
Trading Standards
Please contact your local Trading Standards Office. Visit
www.tradingstandards.gov.uk
Age Concern England
Age Concern England has a network of local advice centres for older people.
Phone:0800 00 9966
Independent Committee for the Supervision of Telephone Information Services (ICSTIS)
ICSTIS deals with complaints about premium-rate services.
Fourth Floor
Clove Building
4 Maguire Street
London SE1 2NQ
Phone:020 7940 7474
Fax:020 7940 7456
E-mail: secretariat@icstis.org.uk
Website: www.icstis.org.uk
Information Commissioner's OfficeThe Information Commissioner is an independent official who oversees the Data Protection Act and the Freedom of Information Act 2000.
Wycliffe House
Water Lane, Wilmslow
Cheshire SK9 5AF
Phone:01625 545745
E-mail: data@dataprotection.gov.uk
Website: www.informationcommissioner.gov.uk
National Debtline
The Arch
48 .52 Floodgate Street
Birmingham B5 5SL
Freephone:0808 808 4000
Website: www.nationaldebtline.co.uk
NACAB (The National Association of Citizens Advice Bureau)
Myddelton House
115 .123 Pentonville Road
London N1 9LZ
Website: www.nacab.org.uk
For local addresses and phone numbers, check your local phone book.
FSA (The Financial Services Authority)
The FSA are an independent body that regulates the financial services industry in the UK.
25 The North Colonnade
Canary Wharf
London E14 5HS
Consumer helpline:0845 606 1234
Website: www.fsa.gov.uk
Preference services:
These will register your number or address to stop you receiving unwanted communications to that contact.
Telephone Preference Service (TPS)
TPS Registration line - 0845 070 0707
Fax: 020 7323 4226
E-mail: tps@dma.org.uk
Website: www.tpsonline.org.uk
Mailing Preference Service (MPS)
MPS Registration line - 0845 703 4599
Fax: 020 7323 4226
Email: mps@dma.org.uk
Website: www.mpsonline.org.uk
Facsimile Preference Service (FPS)
FPS Registration line - 0845 070 0702
Fax: 020 7323 4226
Email: fps@dma.org.uk
Website: www.fpsonline.org.uk
Or write to:
DMA House
70 Margaret Street
London
W1W 8SS
