Code of Practice
Valid from 01.01.2008
Communications providers are required by Ofcom to publish a code of practice under the Communications Act 2003. The code of practice is designed to prevent mis-selling of telephony products – e.g. telephone calls or line rental.
This Code sets out the standards of behaviour with which NATIONWIDE TELEPHONE ASSISTANCE LTD (NTA LTD) and our agents will comply when marketing or selling our products to our small business customers.
Mis-selling is generally understood to mean practices that are misleading or even dishonest, for example when another service provider places an order to transfer the telephone calls service to themselves without the customers’s consent. This is known as “slamming” and NTA LTD is allowed to cancel transfer orders when our customers have been slammed.
This Code will be updated as circumstances determine. If you believe we have not complied with our code, you should contact Neil Crocker in the first place – either send an email to him at [email protected] or write to him at NTA LTD, Ivy Lodge Farm, 179 Shepherds Hill, Harold Wood, Romford, Essex. RM3 0NR
About NTA LTD
Nationwide Telephone Assistance Limited is a company registered in England and Wales with company number 04315226. Our registered office is located at Ivy Lodge Farm, 179 Shepherds Hill, Harold Wood, Romford, RM3 0NR.
NTA LTD is a leading business telecommunication provider specializing in hosted VoIP (voice over ip) for businesses in United Kingdom. We supply managed broadband for data and dedicated managed broadband for voice over ip for high quality voice, secure voip between the premises and our data centres and enhanced concurrent calls of up to 28 on a single high speed internet connection with at least 256Kb uplink. Furthermore NTA LTD is supplying voip cordless and wired handsets and analogue telephone adapters for use of analogue telephones with voip as well as other voip related equipment like routers. Each VoIP handset, analogue phone adapter and other related voip devices we supply is already set up (at additional costs) and tested before it leaves our facilities.
NTA LTD is the first hosted Business VoIP provider for the Hospitality in United Kingdom that works with MICROS Fidelio, Opera, Suit8 and Fidelio Suit. We are the exclusive distributor for whole UK for supplying this software (Pbillx) that connects the MICROS PMS with either our hosted voip solution or with an on-site VoIP PBX based on asterisk. This software (Pbillx) can be purchased as a standalone product or in conjunction with our hosted voip or on-site solution.
Recruitment and training of customer-facing staff
NTA LTD’s overall pursuit of excellence is reflected in our approach to recruiting the best possible people for every position throughout the organisation. Our recruitment and selection policy demonstrates our commitment to an effective, consistent, fair and professional approach to resourcing our Company with talented people who have the potential to grow with our business into the future. To this end, we provide access to employment opportunities based on ability, experience, track record and attitude that best allows us to operate professionally and effectively within our market place.
NTA LTD has procedures in place for the selection of staff involved in direct contact with customers, for the purposes of sales and marketing. We also require our agents to have appropriate procedures covering the selection of staff who are involved in direct contact with customers.
The recruitment of sales staff will take into account:
• Behaviour and appearance. We recognise that the sales person will be representing NTA LTD and require the highest standards of behaviour and appearance;
• References and relevant convictions for criminal offences will be checked;
• Any evidence of mis-selling or lack of integrity in any previous selling employment.Also:
• The applicant must provide proof of National Insurance number, proof of address and two references;
• Referees cannot be related to the applicant;
• Business referees must not both be from the same company;
• If a sales person leaves for any reason a copy of his or her sales records (including all recordings and notes on sales) will be retained for a minimum period of six months;
We will take reasonable endeavours to retrieve the identification badges of staff leaving the company.
We require sales staff and contractors to be trained, so that they have sufficient understanding, that any relevant advice given by such person is not misleading.
Topics covered to include:
• Arrangements for competition in the supply of telecommunications in the UK;
• The different telephone options provided by NTA LTD and how these differ from other competitive telecoms products;
• The process for ordering the telephone service;
• The relevant principles of consumer protection law;
• The prices and other terms and conditions of service and, in particular, methods of payment, duration of contract and any termination fees;
• The nature, and cost, of any additional services on offer;
• The process for cancelling the contract both during the cooling-off period and at any time following commencement of the service;
• The existence of this Code of Practice and the benefits that it provides;
• The procedure for handling customer complaints.
In dealing with customers and potential customers on the telephone, we will always at the outset of the call state who we are and if appropriate, why we are calling. We will not misrepresent our services or those of competitors and we will take reasonable steps to ensure that we are dealing with the appropriate person who has authority to act on behalf of the business.
Our representatives are professional people with high standards and will always be courteous and use appropriate language. They are representatives of NTA LTD and act accordingly. Our agents are mainly small independent businesses who also behave in a professional manner towards prospective customers. As in any service industry, we may make unsolicited visits (or phone calls) to business customers to promote new or additional services. Our representatives will not misrepresent the services being offered and will check that customers entering into contracts understand the contract and intend to enter into a contract with NTA LTD.
Our representatives will cease contact with any customer who indicates that the contact is inconvenient, unwelcome, inappropriate or too long. If the customer requests it, the discussion will be ended immediately and if the contact is in person, the representative will immediately leave the premises.
Our order forms are designed to make it clear that a customer is entering into a contract by the use of prominent wording and we supply detailed information about the services that we are providing in a clear and comprehensible manner. This includes tariffs, terms and conditions (including any minimum term), arrangements for provision and cancellation and the costs and payment terms.
If you transfer your calls (or lines) to or from NTA LTD, we will send you a standard letter confirming the transfer. The content of these letters have been agreed within industry and with Ofcom. You will probably receive a corresponding letter from your previous telecoms supplier.
Complaints and Escalations
Our people are trained to follow this code of practice but there will be occasions when this doesn’t happen. If this happens we would like to know so we can put things right as soon as possible. If you have an issue with our sales and marketing please contact us:
Telephone: 0870 755 2220
Email: [email protected]
Nationwide Telephone Assistance Ltd
Ivy Lodge Farm
179 Shepherds Hill
Opening Hours: The Business Customer Team are open Monday to Friday 9am to 6pm.
If you are not happy with the way we dealt with your complaint, you may be able refer the matter to the CISAS (Communications and Internet Services Adjudication Scheme). CISAS’s main purpose is to sort out disputes and/or offer a dispute resolution service, which may ultimately include awarding compensation.
24 Angel Gate
London EC1V 2PT
Text phone: 020 7520 3811
T: 020 7520 3827
F: 020 7520 3829
E-mail: [email protected]
OFCOM, the Office of Communications, is the new regulator for the converged communications industry. If you require further information on the role of Ofcom, please contact:
Office of Communications
2A Southwark Bridge Road
London SE1 9HA
Tel: 020 7981 3000
Fax: 020 7981 3333