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Code of Practice - TalkTalk Direct Limited
Last updated on 12th June 2008 This Code of Practice (“Code”) provides our customers with information regarding our services, operations and complaint handling processes. Nothing contained in this Code detracts from your statutory or common law rights, nor does anything it contains form part of any contract between TalkTalk Direct Limited (“TalkTalk”) or its associated companies on the one hand, and a customer. TalkTalk Direct Limited is authorised under Regulation 4 of the European Communities (Electronic Communications Networks and Services) (Authorisation) Regulations 2003 to provide electronic communications services in Ireland. This Code is intended to provide you with information about:
Services Provided TalkTalk provides three types of service. The first is a single billing service that allows customers to receive just one bill from TalkTalk for every aspect of their telephone service requirements, including all calls, line rental and call management services. Our second offering is a carrier pre-selection or “CPS” service. This service allows you to pre-select TalkTalk to automatically carry all of your calls. You will be billed directly by TalkTalk for those calls made using our CPS service but will continue to be billed by eircom for line rental and any calls made via eircom using its override code. The third is a basic call-by-call service that allows customers to choose when to use our service by dialling an access code - 13636, prior to the telephone number called. You will be billed directly by TalkTalk for those calls dialled using the 13636 code but will continue to be billed by eircom for line rental and any calls made via eircom. Availability of Service TalkTalk utilises the telecommunications networks of eircom and other network operators for the provision of its service in Ireland. It is therefore possible that our service may not be accessible via certain telecommunications networks, terminal stations, modems or from certain areas. TalkTalk reserves the right to exclude or restrict the completion of connections requested by a customer in certain areas for technical reasons. We aim to maintain high standards at all times in order to achieve customer satisfaction but if you experience any difficulties in using our service, call our Customer Service Team free on 1902. Use of Service TalkTalk’s service is subject to the availability of the necessary facilities and /or equipment (e.g. touch dial phones). TalkTalk reserves the right to discontinue or limit service when necessitated by conditions beyond its control, or when the customer is using the service in violation of provisions of this Code or in violation of the law. In addition, TalkTalk reserves the right to discontinue or limit service for breach of the terms and conditions by a customer. Discontinuance and Restoration of Service We will provide a warning of our intention to discontinue or suspend your use of our services if payment is not received within a specified period. Suspended service will be restored upon payment of all outstanding charges. In the event that your service is discontinued, TalkTalk is not obligated to restore the service. Pricing and Billing Pricing Information Price lists may be obtained by contacting our Customer Service Team on 1902. Prices include Value Added Tax at the prevailing rate. Changes to our rates and services in our price list will be available for review at our administrative offices prior to the change coming into effect. Queries on Bills TalkTalk is committed to ensuring that its billing system is accurate and correct. Reasonable endeavours will be made to resolve any enquiry to the customer’s satisfaction over the telephone and at the time of the first call from the customer. If you do not agree with or understand a portion of your bill, contact us free of charge on 1902. If it is determined that there was an error, an adjustment will be made to your account. Difficulty in Paying a Bill If you experience difficulty in paying a bill, or anticipate a prolonged absence from your billing address, you should notify the Customer Service Team on free phone number 1902 to make special arrangements to avoid disconnection of the service. Customer Guarantee Scheme TalkTalk Customer Guarantee Scheme sets out in detail the minimum service quality standards that you can expect from TalkTalk. It also sets out the amount of reimbursement or payment in settlement of any losses you may incur should TalkTalk not meet these standards. A copy of the Customer Guarantee Scheme is available here (PDF document: 75kb). Complaint Procedures How to Contact TalkTalk There are a number of different ways for you to contact us:
TalkTalk will use reasonable endeavours to acknowledge receipt of your complaint in writing or by telephone within two (2) working days of receipt of the complaint and provide you with: 1) a unique complaint identity number; and 2) notification as to when we expect to resolve your complaint. Please note that complaints forwarded to TalkTalk’s PO Box may require longer processing time. Complaint Handling by TalkTalk TalkTalk intends to follow the process below in handling complaints received from customers:
TalkTalk will categorise complaints received from customers as follows:
TalkTalk will retain records of all complaints for a period of one year following the resolution of the complaint. Reimbursement of Payments In the event that TalkTalk upholds your complaint, you will be entitled to reimbursement of payments made to which the complaint relates and to payments in respect of losses have been incurred, in accordance with the Customer Guarantee Scheme. Independent Advice TalkTalk will do its utmost to resolve your complaint to your satisfaction. However, if you are not satisfied with the resolution of your complaint, you also have a right to seek independent advice from the bodies below: Commission for Communications Regulation (ComReg) Block DEF, Abbey Court, Irish Life Centre, Lower Abbey Street, Dublin 1 Small Claims Court Aras Ui Dhalaigh, Inns Quay, Dublin 7 Office of the Director of Consumer Affairs 4 Harcourt Road, Dublin 2 Advertising Standards Authority of Ireland IPC House, 35/39 Shelbourne Road, Dublin 4 The Regulator of Premium Rate Telephone Services (REGTEL) Crescent Hall, Mount Street Crescent, Dublin 2 Where a dispute is not resolved to your satisfaction, you may request ComReg to resolve the dispute. ComReg’s role will be to ensure that TalkTalk has complied with the terms of this Code and the Customer Guarantee Scheme. ComReg may specify a resolution to a complaint including reimbursement of losses incurred in accordance with this Code. TalkTalk Direct Limited. Registered Office: 1 Portal Way, London, W3 6RS. Registered in England. Registered No: 5303195 Close Window |
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