General Service Obligations
Contents:
- About Pozitive Telecom and this Code of Practice
- How to contact Customer Service
- Our Services
- Ordering our Services
- Terms and Conditions
- Our Supporting Documents
- Cancelling your contract
- Switching providers and moving your number between providers
- Early Termination Charges
- Our Price List Information
- Fault Reporting
- Services to support the disabled or vulnerable
- Our Compensation Scheme
- Directory Enquiry Entries
- Nuisance and Malicious Calls
- The Telephone Preference Service (“TPS”)
- Data protection
General Service Obligations
1. About Pozitive Telecom and this Code of Practice
We always aim to deliver the best possible service and provide you with the highest levels of care. This code of practice provides information on how, we, Pozitive Telecom, intend to provide our service(s), where you can find further information and additional support.
We are regulated by the Office of Communications (“Ofcom”) and as such we have a requirement to adhere to all the relevant obligations.
If you require copies of this code in other formats please contact Customer Services, details of how can be found in the next section.
2. How to contact Customer Service
Customer Service are happy to discuss any queries you may have. They are available Monday to Friday, 8am – 8pm and Saturday 9am to 5pm.
Please contact them:
By Phone: [ ]
By Email at : [ address ]
Our Webchat services is available at : [ details ]
Or if you would rather write to us please send any correspondence to:
[ address ]
The Telesales Team are available at:
[additional or different telesales information or accounts?]
3. Our Services
Pozitive Telecom have a number of services available to support your business all in one place.
Our Mobile package [ description]
Please be advised that services maybe disrupted or not work in the event of a power cut or network outage.
Ordering our Services
Please contact the Telesales Team who are available Monday to Friday, 8am – 8pm and Saturday 9am to 5pm [ as per above or repeat info or different], who are happy to discuss your requirements.
4. Terms and Conditions
Our Terms and Conditions, Mobile Service Terms and / or Mobile Equipment Terms can be found here: [link]. We also provide Contract Information, a Contract Summary and our Terms and Conditions when you sign-up. The Contract Information and Contract Summary will be specific to the services you choose.
If you require us to provide a contract or any other information in other formats which makes things easier for you, please contact Customer Services who will be happy to provide you with any documents you require.
To sign up as a Pozitive Telecom customer, you must read and agree to the Contract Summary, Contract Information, the Terms and Conditions Mobile Service Terms and / or Mobile Equipment Terms. Together with our Acceptable and Fair Use Policy these documents form your contract.
Your monthly charges will increase on 1 April by an amount up to the Consumer Prices Index (CPI) rate in December of the prior year plus 3.9% or 3.9% if there is no increase in CPI during such period. In each case any increase will be rounded up to the nearest whole pence.
All our services are subject to a Minimum Service Period of 24 months. If you wish to cancel your service before the end of your 24 month Minimum Service Period then Early Termination Charges may apply. Please note Clause 15.2 of the Terms and Conditions.
5. Our Supporting Documents
We have a number of other documents which we hope help explain and support you using our services. These include our:
- Acceptable and Fair Use Policy
- Privacy Policy
- Bad Debt Policy
- Complaints Policy
- Vulnerable Policy
- Roaming Policy
- Mobile Sales statement
- Using Premium Rate Services
- Moving your mobile number. PAC codes explained.
Acceptable and Fair Use Policy – This document explains how our services must be used and the steps which will be taken if our services are not being used in the correct manner. This policy explains what we consider as reasonable use of our services.
Privacy Policy – We treat all information in confidence and use it to inform the management and operation of our products and services. For more on how we use your information, please see our [Privacy Policy].
Bad Debt Policy – Unfortunately circumstances change and difficulties can occur making payment difficult. This policy provides advice on things you can do if the worst happens. This policy can be found here – [ insert link]
Complaints Policy – We always want to provide the best possible service, unfortunately things do go wrong. This policy advises how to get in touch and how we will deal with your complaint. This policy can be found here – [ insert link]
Our Vulnerable Policy – This explains other services we offer so you can make the most of our services. This includes documents in different formats, services to support your needs and other useful information. This policy can be found here – [ insert link]
Roaming Policy – Please see our Roaming Policy for more information on how this service works and the costs involved when abroad. This policy can be found here – [ insert link]
Premium Rate Services – This document explains the cost of calling non-geographic numbers and how Premium Rate Services work. As these calls can be very expensive, we recommend you review this document before making calls to numbers beginning with 084, 087, 09. This policy can be found here – [ insert link]
6. Cancelling your contract
You have the right to cancel your service at any time in accordance with clause 15 of our Terms and Conditions [ ]. There are a number of ways to do this: phone us on [ ] via email at [ ], write to us at the address above or by using our webchat [ ].
All our services have a Minimum Service Period of 24 months. Should you choose to cancel your service during this period then Early Termination Charges[1] may apply. Once your Minimum Service Period has ended, you can cancel your contract at any time on 30 days’ notice without penalty. If you choose to switch your service(s) to another provider your contract will be cancelled on completion of the switch. If this is within your Minimum Service Period, Early Termination Charges may be applied.
If your account is in credit after the cancellation has been completed we will process any relevant refunds, less any outstanding charges and any Early Termination Charges you owe us. If, after this, any outstanding charges remain these will need to be paid in full before your account can be closed. Switching services to a new provider will not cancel any monies owed to us.
7. Switching providers and moving your number between providers
Bringing your mobile number with you
When changing providers and keeping your number you’ll need to obtain what’s called a PAC code (Port Authorisation Code) from your current provider and give this to [Customer Services]. The PAC code is made up of a 9-character code comprising 3 capital letters followed by 6 numbers. For further information on moving you mobile number please see to our information page here [Moving your mobile number. PAC codes explained].
8. When changing provider
If you decide to move away from Pozitive Telecom your contract will be cancelled on completion of the switch to your new provider. Any outstanding charges, including any Early Termination Charges, will be payable before your account will be closed.
If your account is in credit after the cancellation has been completed we will process any relevant refunds, less all outstanding charges you owe us. If there are any outstanding charges on your account, these will need to be paid in full before your account is closed. Switching services to a new provider will not cancel any monies owed.
9. Early Termination Charges
You may terminate any of the services you have with us at any time by giving 30 days’ notice. However, if you are still within the Minimum Service Period Early Termination Charges may apply. Early Termination Charges are calculated by:
The sum of all outstanding Monthly Charges, calculated at a daily rate (but excluding VAT) minus 3%, plus VAT.
10. Price List Information
Pozitive provide at least a months’ notice in writing of any price changes, except international rates.
All our prices can be found on our price list page [ link to the Price List]
It is important to note that international rates can change on a regular basis, we recommend if you make international calls you check the price list each time before you make an international call. As per clause 9.3 in our Terms and Conditions we will not give any notice for international rate changes as these can be very unpredictable.
11. Fault Reporting
If there are any problems with any of your services please contact [ Customer Service ]. The team will be happy to discuss and support you with any concerns or issues and work with you to resolve them.
This may require you to support remote tests so the team can diagnose the issue. In some circumstances it may be possible to correct a fault over the phone or may require to arrange an engineer visit.
12. Services to support the disabled or vulnerable.
We are committed to helping all our customers to communicate easily. We offer the following additional services, on request, for customers who may need further support, including:
- Additional help and support if you have difficulty paying your bill.
- Documents relating to our service such as bills, Terms and Conditions, Code of Practice are all available in an alternative format such as braille or large print.
- Third party account management. You can nominate another person to contact us to manage your account.
- 999 for those you use British Sign Language (BSL).
Note: it is important to remember your service will not work in the event of a power cut and if you are dependent on your service, we are able to support this, please get in touch.
We can also provide a priority fault repair service to customers who are vulnerable, have disabilities and a genuine need for an urgent repair.
For more information about the help we can provide to customers who are vulnerable or have disabilities, please consult our [Vulnerable Customer Policy] or get in contact with Customer Services.
13. Our Compensation Scheme
14. Directory Enquiry Entries
15. Nuisance and Malicious Calls
Nuisance calls are unwanted calls which are not expected and not solicited. They can include live sales calls, marketing, silent or abandoned calls and malicious communications. If you find you are receiving these types of calls, please contact Customer Services to report the incident and they can provide you with advice on how to deal with them.
We advise the following steps if you find you are receiving any of these types of calls, especially if they are malicious:
- Stay calm and don’t talk to the caller
- Don’t give away any personal information or answer the phone with your name or number
- Keep your answerphone message short and to the point
- Keep a note of when you have received these calls
If you’re getting abusive, threatening or obscene calls, then you should report them to the police. It will help if you note down the date, time and number that called, along with any other information.
If you’re receiving a lot of malicious calls you can call our Nuisance Call Advice Line on 0800 661 441 (8am to 10pm Monday-Friday and 9am to 6pm on a Saturday).
There are a number of services to help stop nuisance calls and texts. Citzens Advice offer help depending on your region in the UK https://www.citizensadvice.org.uk/resources-and-tools/about-this-site/location/ .
Please see the following link to Ofcom’s website with useful information https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/tackling-nuisance-calls-and-messages
Citizens Advice can help https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/stop-getting-nuisance-calls-and-texts/
The Information Commissioner’s Office can investigate and take action. https://ico.org.uk/make-a-complaint/nuisance-calls-and-messages/spam-texts-and-nuisance-calls/
16. Telephone Preference Scheme
If you don’t want cold calls or those listed above, you can add your details to the Telephone Preference Scheme (TPS). Any numbers listed with TPS makes it unlawful for a company to call for marketing purposes. You can list your fixed line number and your mobile number.
You can contact the TPS via:
- tpsonline.org.uk
- Telephoning 0845 070 0707
Malicious calls can be distressing and there are some simple precautions you can take when answering the phone.
- Stay calm and don’t talk to the caller
- Don’t give away any personal information or answer the phone with your name or number
- Keep your answerphone message short and to the point
- Keep a note of these calls
17. Data Protection
We comply fully with our obligations under the General Data Protection Regulation (GDPR) and the Data Protection Act 2018 in relation to managing your personal data and marketing preferences. Please see our Privacy Policy on our Website which set out how we can use any information you provide to us. Compliance with data protection issues is regulated by the Information Commissioners Office.
[1] Please see clause 15.2 of the Terms and Conditions. Early Termination Charges – Further information is available at the price list section of our website [ Link ]