CAN Networks Limited Codes of Practice

Including our Code of Practice on Complaint Handling and Dispute Resolution and our Code of Practice for Premium Rate Services and NTS calls

Part 1 - Can Networks Ltd Code of Practice on Complaint Handling and Dispute Resolution for Small Business Customers

Introduction to our company and services

CAN Networks Limited is an independent company that delivers communications services to business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

Purpose of this Code of Practice

This Code informs you about our products, services, and customer-care policies. Our code of practice on complaint handling and dispute resolution has been approved by Ofcom, the independent regulator for the UK communications industries for the purpose of section 52 of the Communications Act 2003. This Code of Practice is published on our web site www.can-uk.net. Additional copies are available on request and free of charge to any business customer. It is also available in alternative formats.

How to contact us:

Please contact our Customer Service Team:

By phone: 0845 456 7557 from 8.45 until 5.30 Monday-Friday
By e-mail: customerservices@can-uk.net
By fax: 0845 456 7558
By letter: CAN networks Limited, Higher Farm Barn, Milborne Wick, Sherborne, Dorset DT9 4PW
Or via our website: www.can-uk.net.

Our commitment to you

We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, 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

Landline calls - BT Wholesale, Colt Telecom, Thus, Opal
CPS - Carrier Pre-Selection As above
WLR - Wholesale Line Rental BT Wholesale, C & W
ISDN - digital telephone lines BT Wholesale
Broadband access BT Wholesale
Internet Energis and Entanet
Internet access: - COLT & BT Openreach
Mobile telephone and data services T Mobile, Vodafone

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0845 456 7557

Marketing

We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are stated on the website www.cap.org.uk

Terms and conditions

When you subscribe to a service from CAN networks Limited, we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 0845 456 7557. We may carry out a credit check as part of our assessment procedures.

Where applicable, the minimum contract term for our services is 12 months. We aim to provide services within the agreed terms and conditions, 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 inform 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 seven working days after the order is placed. After that period we will charge you according to the agreed terms of the Service Level Agreement (SLA).

Faults and repairs

Please call our Fault Service Team on 0800 083 7183 if you experience a fault with any of our services. We aim to have this investigated and repaired within the terms of our Service Level Agreement (SLA).

Compensation and refund policy

Our policy is to assess each claim on a case by case basis.

Price lists

Our pricing structure is available from our Customer Service Team on 0845 456 7557 or via our website www.can-uk.net We will write to you in advance if we change the pricing structure on your products and services.

Billing

We will bill you monthly unless otherwise agreed between the parties.

You can choose to pay us via a range of options including, cheque and direct debit and BACS. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Service Team 0845 456 7557.

We provide itemised bills as part of our service to you.

If you have difficulty paying your bill, please contact us on 0845 456 7557 and we will try to arrange a different method of payment. We will do all we can to help our small business customers to manage their bills and avoid disconnection.

If you are moving home or office

Please call our Customer Service Team on 0845 456 7557 no later than 60 days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.

Number porting

CAN Networks Limited recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. 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 0845 456 7557.

Complaints

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and 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 0845 456 7557. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.

You may also send your complaint to us in writing: CAN Networks Limited, Higher Farm Barn, Milborne Wick, Sherborne, Dorset DT9 4PW.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. If your complaint is not resolved to your satisfaction, you can take it further within our company and ultimately to the Managing Director at the above address. If we cannot resolve the problem, we will write to you to say so.

If your complaint has been outstanding for more than 3 months or you have received a letter from us saying that your complaint has reached "deadlock", then you may ask for help from the Communication and Internet Services Adjudication Scheme (CISAS) Tel: 0845 1308 170 e-mail: info@cisas.org.uk Web site: www.cisas.org.uk.

CISAS is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.

Nuisance calls

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 0845 456 7557 to report the incident and for information on how to deal with it.

We encourage parents to register the mobile phones of their children, and take responsibility for all customer care enquiries.

Services for people with special needs

We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers 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 comply fully with our obligations under the Data Protection Act 1998.

Part 2 � Can Networks Ltd Code of Practice for Premium Rate Services and NTS Calls

Purpose of this Code of Practice

This code informs you about our policies on providing information about Premium Rate Service (PRS) calls and on our charging policy for calls to NTS and PRS numbers.

Premium rate services

Premium rate services (PRS) are telephone numbers that offer some form of information or entertainment that is charged to your phone bill. UK-based PRS numbers are normally prefixed by "09". Typical services include TV vote lines, mobile ring tone downloads, technical help lines, charity fund-raising and adult entertainment.

Charges for these services are added to your telephone bill. Calling a PRS number generally costs between 10 pence and £1.50 per minute, per call or per text (incl. vat). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate. Our charges for calling these services are shown in our price list, which is available on request from our Customer Services Team 0845 456 7557 and via our website www.can-uk.net

If you have a problem with PRS, we can help. We can provide advice on checking the number of PRS charges that appear on your bill and will try to help you identify the premium rate service provider. We can use call barring to restrict access to "09" numbers. Please call our Customer Service Team on 0845 456 7557. We can give you a fact sheet on PRS.

You can also ask for help from the Independent Committee for the Supervision of Telephone Information Services (ICSTIS), which is the industry-funded regulatory body for Premium Rate Services. ICSTIS operates a code of practice that sets out standards for the operation of PRS. You can use the ICSTIS website at www.icstis.org.uk to check PRS numbers direct or to download a complaint form. ICSTIS has legal powers to require a provider of PRS to amend its service or promotional material (or both) and can also impose penalties on content service providers. For other ways to contact ICSTIS, see the "Useful addresses" section below.

Number translation services

Number translation services (NTS) are based on numbers that are normally pre-fixed "08". For example, 0800 and 0808 are used to provide free phone services (some free phone services are also provided on 0500 numbers). 0844 and 0845 numbers are used for dial-up pay-as-you-go Internet access and customer service help lines. 0870 and 0871 numbers are used for information services, technical help lines and telephone banking. They are also used by organisations to help them provide call-management features such as intelligent call routing and fax-to-email services.

Charges for calling services on NTS numbers are added to your telephone bill and prices range from free up to a maximum of 10p per minute or per call (incl. vat). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate. Our charges for calling these services are shown in our price list, which is available on request from our Customer Services Team 0845 456 7557 and via our website www.can-uk.net. We can also give you a fact sheet on NTS.

If you are unhappy with the help you have received from us on a problem with PRS or NTS, please contact Penny Langford Tel: 0845 456 755, who has responsibility for compliance with our code of practice for PRS and NTS. You may also complain using the complaints procedure set out in this code including, ultimately, referring your complaint to CISAS email: info@cisas.org.uk Tel: 0845 1308 170

Internet diallers

If you use the Internet, it is possible for software to be placed on your computer without you knowing - using the same methods as for computer viruses. This type of software (known as Internet or rogue diallers) can then make calls to PRS and NTS numbers without your knowledge. Software is available to detect this activity and we can help you to access this - please contact our Customer Services Team for details. ICSTIS has been given responsibility for policing this type of activity and you can contact them via www.icstis.org.uk to ask for help or to report examples of this type of abuse. For other ways to contact ICSTIS, see the "Useful addresses" section below. We can also help by barring calls to 09 numbers.

The Telephone Preference Service

If you don't want to get sales and marketing calls you have not requested, you can add your details to a list run by the Telephone Preference Service (TPS). If your number is on the list, it is illegal for a company to call you for marketing purposes. You can contact the Telephone Preference Service via www.tpsonline.org.uk or by telephoning 0845 0700707.

Useful addresses

CISAS - 24 Angel Gate, City Gate, London, EC1V 2PT. Tel: 0845 1308 170 e-mail: info@cisas.org.uk Website: www.cisas.org.uk

Ofcom - Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 e-mail: contact@ofcom.org.uk Website: www.ofcom.org.uk

ICSTIS Ltd, Clove Building, 4 Maguire Street, London, SE1 2NQ. Tel: 0800 500212 or 020 7940 7474 Website: www.icstis.org.uk

Telephone Preference Service, DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 0700707 Website: www.tpsonline.org.uk

Federation of Communication Services (FCS), Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363 e-mail: fcs@fcs.org.uk Website: www.fcs.org.uk

This code has been licensed by The Federation of Communication Services Limited 2007 Licence number 001563