Consumer Code of Practice
Introduction to our company and services
BillSmart Ltd is an independent company that delivers communications services to business customers. Whilst we may not provide all the component parts of our services ourselves we do take the responsibility for the services delivered to you and will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
Purpose of this Code of Practice
The Code informs you about our products, services, and customer care policies. We have prepared it in line with guidance published by Ofcom.
How to contact us
Please contact our Customer Service Team
By phone: Please call 0800 096 0202 From 9.00am until 5.00pm Monday-Friday
By fax: 0870 7443367
By letter: BillSmart Ltd Paragon House Lord Street South Leigh Lancashire WN7 1YB
Or via our website www.billsmart.co.uk
Our commitment to you
We are committed to providing you with the highest quality of customer service. When we purchase our services from wholesale provider(s), we choose those providers carefully to ensure that you get a high quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.
Our products and services
Wholesale Line Rental
Call Discounts
CPS-Carrier Pre-Selection
Non Geographic Numbers
Broadband Internet Access
Premium Rate Services
Mobile Telephone and Data Services
Hardware, Equipment and Maintenance Service
IP Centrex
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0800 096 0202
Marketing
We work to the principles within the British Code of Advertising, Sales Promotion and Direct Marketing, which may be found on the website, www.cap.org.uk
Terms and conditions
When you subscribe to a service from BillSmart Ltd our standard terms and conditions apply, a copy of which are available upon request. We will not require that you to sign a contract. If you have any questions, please phone our Customer Service Team on 0800 096 0202. We may carry out a credit check as part of our assessment procedures. Unless otherwise agreed, the minimum contract terms for our services are 12 months. We aim to provide services within 15 working days of your original request, subject to the availability and installation of any equipment and, where appropriate lines to your premises. If we need to carry out a survey of your premises or lay additional cabling we will advise you of the revised timescales as soon as we can.
Cancellation
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 may charge any costs directly incurred. Although all products within the portfolio are on a minimum 12 month agreement, voice and NGN services may be cancelled within the set period without charge.
Faults and Repairs
Please call our Fault Service Team on 0800 096 0202 if you experience a fault with any of our services. We aim to have this investigated and repaired within 2 days.
Compensation and refund policy
Our policy is to deal with each case on it merits.
Price lists
Our pricing structure is available from our Customer Service Team on 0800 096 0202. We will write to you in advance if we change the pricing structure on your products and services.
Billing
We will bill you monthly by Direct Debit only. We provide fully itemised bills completely free of charge. If you have difficulty paying your bill, please contact our Customer Service Team on 0800 096 0202 and we will try to arrange an alternative method of payment. We will do all we can to help our business customers to manage their bills and avoid disruption or disconnection.
If you are moving office:- Please call our Customer Service Team on 0800 096 0202 no later than 21 days before your move date. We will amend your account and billing requirements as necessary.
Number Porting
BillSmart Ltd recognises that keeping your existing telephone numbers may be important to you. If you move we will endeavour to offer you the same telephone number to minimise disruption. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please call our Customer Service Team on 0800 096 0202.
Complaints
We take customer complaints very seriously and we aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact our Customer Service Team on 0800 096 0202. We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. If we cannot settle a complaint to your satisfaction, you may ask for help from Ofcom.
Statement of social responsibility We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team on 0800 096 0202 to report the incident, and for information on how to deal with this situation. We encourage parents to register the mobile phone of their children, and take responsibility for all customer care enquiries. We are aware that mobile phones can provide access to premium services, including adult content through independent companies' text services. Our Customer Service Team can restrict the access to premium rate services. Please call them on 0800 096 0202 for advice on this service.
Services for people with special needs
We are committed to helping all our customers to communicate easily. We offer the following additional services for customer who are older or who may have a disability, including: Priority access to the Customer Service Team Priority fault repair and assistance Additional help and support if you have difficulty paying your bill A free Directory Enquiries service for people who are unable to use the printed phone book Copies of bills in large print, on computer disc (or in Braille) for customers who have difficulty reading their bill Copies of this Code are available in larger print and other formats on request
Data protection
We are registered with the Data Protection Agency to hold information necessary to supply services to our customers.
Introduction to our company and services
BillSmart Ltd is an independent company that delivers communications services to business customers. Whilst we may not provide all the component parts of our services ourselves we do take the responsibility for the services delivered to you and will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
Purpose of this Code of Practice
The Code informs you about our products, services, and customer care policies. We have prepared it in line with guidance published by Ofcom.
How to contact us
Please contact our Customer Service Team
By phone: Please call 0800 096 0202 From 9.00am until 5.00pm Monday-Friday
By fax: 0870 7443367
By letter: BillSmart Ltd Paragon House Lord Street South Leigh Lancashire WN7 1YB
Or via our website www.billsmart.co.uk
Our commitment to you
We are committed to providing you with the highest quality of customer service. When we purchase our services from wholesale provider(s), we choose those providers carefully to ensure that you get a high quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.
Our products and services
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0800 096 0202
Marketing
We work to the principles within the British Code of Advertising, Sales Promotion and Direct Marketing, which may be found on the website, www.cap.org.uk
Terms and conditions
When you subscribe to a service from BillSmart Ltd our standard terms and conditions apply, a copy of which are available upon request. We will not require that you to sign a contract. If you have any questions, please phone our Customer Service Team on 0800 096 0202. We may carry out a credit check as part of our assessment procedures. Unless otherwise agreed, the minimum contract terms for our services are 12 months. We aim to provide services within 15 working days of your original request, subject to the availability and installation of any equipment and, where appropriate lines to your premises. If we need to carry out a survey of your premises or lay additional cabling we will advise you of the revised timescales as soon as we can.
Cancellation
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 may charge any costs directly incurred. Although all products within the portfolio are on a minimum 12 month agreement, voice and NGN services may be cancelled within the set period without charge.
Faults and Repairs
Please call our Fault Service Team on 0800 096 0202 if you experience a fault with any of our services. We aim to have this investigated and repaired within 2 days.
Compensation and refund policy
Our policy is to deal with each case on it merits.
Price lists
Our pricing structure is available from our Customer Service Team on 0800 096 0202. We will write to you in advance if we change the pricing structure on your products and services.
Billing
We will bill you monthly by Direct Debit only. We provide fully itemised bills completely free of charge. If you have difficulty paying your bill, please contact our Customer Service Team on 0800 096 0202 and we will try to arrange an alternative method of payment. We will do all we can to help our business customers to manage their bills and avoid disruption or disconnection.
If you are moving office:- Please call our Customer Service Team on 0800 096 0202 no later than 21 days before your move date. We will amend your account and billing requirements as necessary.
Number Porting
BillSmart Ltd recognises that keeping your existing telephone numbers may be important to you. If you move we will endeavour to offer you the same telephone number to minimise disruption. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please call our Customer Service Team on 0800 096 0202.
Complaints
We take customer complaints very seriously and we aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact our Customer Service Team on 0800 096 0202. We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. If we cannot settle a complaint to your satisfaction, you may ask for help from Ofcom.
Statement of social responsibility We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team on 0800 096 0202 to report the incident, and for information on how to deal with this situation. We encourage parents to register the mobile phone of their children, and take responsibility for all customer care enquiries. We are aware that mobile phones can provide access to premium services, including adult content through independent companies' text services. Our Customer Service Team can restrict the access to premium rate services. Please call them on 0800 096 0202 for advice on this service.
Services for people with special needs
We are committed to helping all our customers to communicate easily. We offer the following additional services for customer who are older or who may have a disability, including: Priority access to the Customer Service Team Priority fault repair and assistance Additional help and support if you have difficulty paying your bill A free Directory Enquiries service for people who are unable to use the printed phone book Copies of bills in large print, on computer disc (or in Braille) for customers who have difficulty reading their bill Copies of this Code are available in larger print and other formats on request
Data protection
We are registered with the Data Protection Agency to hold information necessary to supply services to our customers.
