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Inuk Networks Ltd.

Customer Code of Practice

1. Introduction.

Welcome to the Inuk Networks Ltd Customer Code of Practice.

Please note that reference to "we","us","our", Inuk Networks or Freewire means Inuk Networks Limited. Reference to "you", "your" means the customer.

This Code of Practice:

  • Provides answers to a range of questions which you may have regarding the services we offer.
  • Provides information on how and where you can obtain advice and help on products and services.
  • Gives full and accurate information in plain language about how services are provided, what they cost and how they should perform, who is in charge and what to do if you are not satisfied with the service you are receiving.

This Code will be reviewed annually by us or immediately following any significant event or change in UK or European law which may materially affect it.

Copies of this Code may be obtained from our website, or by contacting us. We have produced alternative formats in large print, audio and Braille for people with sight impairment which are also available upon request.

We are regulated in the UK as a Publicly Available Communications Provider (PACP) by Ofcom.

Contents.

  • 1. Introduction.
  • 2. About Us.
  • 3. Contacting Us.
  • 4. Our Services.
    • 4.1 Freewire Television Services.
    • 4.2 Freewire Telephone Service.
    • 4.3 Landlord Freewire Access Service.
    • 4.4 Freewire Internet Service.
  • 5. Our Obligations to You.
    • 5.1. Indentifying Our Staff.
    • 5.2 Fault Repair and Maintenance.
      • 5.2.1 Cessation of Service.
    • 5.3 Billing and Payment.
      • 5.3.1 Prepay Services.
      • 5.3.2 Paying for Contract Subscription Services.
      • 5.3.3 Contract Subscription Services.
    • 5.4 Pricing and Credit.
    • 5.5 Complaints Resolution.
      • 5.5.1 Compensation and Refund Policy.
      • 5.5.2 What to do if you are dissatisfied.
      • 5.5.3 What to do if you remain dissatisfied.
      • 5.5.4 Independent Adjudication of Telephony & Broadband Complaints.
      • 5.5.5 Television Programme Content.
      • 5.5.6 Further Assistance.
    • 5.6 Emergency, Operator and Directory services.
      • 5.6.1 Prevention of Unsolicited Marketing Calls.
    • 5.7 Confidentiality.
    • 5.8 Special Needs.
      • 5.8.1 Our literature.
      • 5.8.2 Priority Fault Support.
      • 5.8.3 Bill payment.
      • 5.8.4 Contracts.
      • 5.8.5 Text Relay service.
      • 5.8.6 Calls originated by TalkbyText users.
      • 5.8.7 Calls originated by hearing users to TalkbyText users.
      • 5.8.8 Relay assist.
      • 5.8.9 TalkbyText user calls to the emergency services.
      • 5.8.10 Free Directory Enquiries for special needs individuals (195).
    • 5.9 Customer Communication.
  • 6. Premium Rate and Number Translation Services.
    • 6.1 Number Translation Services.
    • 6.2 Premium Rate Services.
    • 6.3 PRS Complaints.
    • 6.4 PhonepayPlus.
  • 7. Malicious and Nuisance calls.
    • 7.1 Identifying unwanted calls.
    • 7.2 Protecting you from unwanted calls.
    • 7.3 Recording outgoing voicemail messages.
    • 7.4 Persistent nuisance calls.
    • 7.5 Anonymous Caller Rejection (ACR).
    • 7.6 Help with nuisance calls.
  • 8. Advertising.
  • 9. Social responsibility.

2. About Us.

Inuk Networks Ltd is a television, telephone and broadband Internet service provider. We operate on university campuses, in halls of residence and across the UK where our Freewire Access network is available. You can subscribe to our services as long as you have a Freewire service connection. If you are interested in receiving a service from Inuk Networks, please contact us.

3. Contacting Us.

For technical support on all our Freewire services, you can contact our Freewire Customer Services helpdesk on 0333 123 0190 or alternatively you can email us at: support@freewiretv.com

Our contact centre is based in the UK and is open 7 days a week, from 8am to 8pm Monday to Sunday, with the exception of December 24th after 7.00pm, December 31st after 7.00pm and public holidays. Outside normal hours, telephone calls will be forwarded to a voicemail service. Alternatively you can refer to our website at www.freewiretv.com for answers to frequently asked questions, as well as request additional products and services that we currently offer.

For non technical enquiries please contact us in the following way:

Inuk Networks Ltd
Enterprise House
Navigation Park
Abercynon
Mid Glamorgan
CF45 4SN
Our Registered Office.

Inuk Networks Limited is a company registered in England and Wales at:
Enterprise House, Navigation Park, Abercynon, Mid Glamorgan, CF45 4SN, registered company number 5267418.

4. Our Services.

We offer broadband, telephone, Internet and television services. For complete and up to date details of our services, pricing and availability please contact us or check our website at www.freewiretv.com. Please note that in all instances of the Freewire services (except the Freewire Telephone Service) described in this section, you can only subscribe to them at premises served by the Freewire network.

4.1 Freewire Television Services.

Our Freewire Television Services offers you multi-channel television content direct to a compatible computer or set-top box (STB) via the Freewire Network (please check our website at www.freewiretv.com). We offer 3 packages for Freewire Television. These are:

  • Freewire Television – All channels in this package are free to receive, including the normal BBC, ITV, Channel 4 and Channel 5 and together with other free channels.
  • Freewire Extra! – For a non-contract monthly payment, you can receive extra premium television channels.
  • Freewire International – For a non-contract monthly payment, you can receive premium international channels.
  • Check your eligibility for the service via our website at www.freewiretv.com. In order to use the service, please register at the website. If you are using a computer to watch Freewire Television, you must install the application provided at the website.

We are not responsible for any illegal viewing of Freewire TV services without a valid TV licence. Please note: To view any of our Freewire Television Services you may need to hold a valid (in-date) colour TV license. It is your responsibility to ensure you have a valid license, where it is necessary, to view our TV services. You can obtain a colour TV license from TV Licensing at www.tvlicensing.co.uk.

4.2 Freewire Telephone Service.

Our Freewire Telephone Service is a prepay telephone service. Calls to other users on the Freewire Telephone network are free. The Freewire Telephone service is available via the internet (using a software client on your Windows PC or Mac OS) or the Freewire network (our Landlord Freewire Access service and IP-based telephone services in Universities). You can use the Freewire Telephone Service to receive calls and make calls to chargeable and non-chargeable destinations. Non-chargeable destinations include other users of the Freewire Telephone Service. To use the Freewire Telephone Service to make chargeable calls, you will need to purchase a Freewire Top-Up Card or register for an account at www.freewiretv.com. To receive calls on your Freewire telephone, we provide a number that can be dialed from the public network. You will be provided with a geographic number for receiving calls with the Landlord Freewire Access Service. Please note: calls to UK inland, mobile, non-geographic and international destinations are charged at our standard rates. Our standard calling rates are published on the Freewire website.

Our telephone service is provided using a combination of technologies. The service may offer a different set of features than you may expect from a traditional analogue phone line and may sometimes be unavailable as a result of issues over which we have no control, for example, power supply or broadband service disruptions.

If you intend to use this service on your computer, you will need to download a software client which is free of charge from the Freewire website to use this service. Details of our software client compatibility with both Microsoft and Mac OS operating systems can be found on our Freewire website.

In the event of needing to contact the Emergency Services, you will be able to dial 999/112 in the normal manner using our Freewire Telephone Service. Please note: You will still be able to dial 999 /112 from your Freewire Telephone Service even if you do not have any credit on it. Credit is only required to make chargeable telephone calls.

You can use our Freewire Telephone Service on any broadband Internet connection; subject to any restrictions the providing ISP may apply to restrict VoIP.

4.3 Landlord Freewire Access Service.

Our Landlord Freewire Access Service is a telephone and broadband access service provided as a service to Landlords of multi-tenanted properties. The telephone service is provided by Inuk Networks and can be accessed by a standard analogue telephone connected into the master phone socket or any extension wired from the master socket. A filter supplied with the router will need to be connected between the phone and socket/extension. The broadband service provides access to Freewire Internet and can be purchased by the landlord or the tenant of the property.

Our Landlord Freewire Access Service is a fully unbundled service. This means that the telephone and broadband service cannot be shared between suppliers, and must be provided by us to the Landlord and people authorised to use the Landlord Freewire Access Service at the contract delivery address.

In the case of us providing our Landlord Freewire Access Service to a specific address, it must be in a Freewire Access network area. We will check this is the case when you apply for the Landlord Freewire Access Service.

In the case where you rent an existing telephone line from another provider, we may be able to transfer this line to provide the service. If we transfer the line we may transfer the existing number or provide a new number (you will be advised during the order process).

If you do not currently rent a telephone line from another provider or we cannot take over your existing telephone line, we will provide you a new line and a new Freewire Telephone Service number in order to provide the Landlord Freewire Access Service.

We will try to deliver service to you by an agreed date; however we may need appropriate access to your premises in order to complete the necessary installation and handover to you. In such an instance, both Inuk Networks and you will have to agree on a suitable date for an engineer to attend your premises.

The broadband access service is delivered to your multi-tenant residential address via an ADSL 2+ service over the telephone line by a third party provider. Although download rates of up to 24 megabits per second are possible via this technology, please note this service is subject to copper line conditions and contention with other ADSL 2+ connections which will affect the perceived download speed. We cannot guarantee the performance in terms of perceived upload and download speed. We will provide you with the necessary ADSL 2+ router equipment, upon successful completion of the order. The router equipment requires a mains (240 volts AC) power supply to power it under normal conditions. If it is switched off or the mains power to it fails, all service delivery will stop.

4.4 Freewire Internet Service.

Our Freewire Internet Service is a permanently ("always on") connected service and can be used to access your email, surf the web, P2P file share, game online, carry out legal music downloads and chat and make Internet telephone calls, although we cannot guarantee the quality of service in such instances of use. We also provide practical information on our website on how to keep your PC safe from harm when you are online. Our Freewire Internet Services are subject to an Acceptable Usage Policy (AUP) and a Fair Usage Policy (FUP) which provides specific guidelines regarding what is and what is not acceptable use of our broadband Internet services by our customers. You must agree to adhere to the requirements of our AUP and FUP when using the Freewire Internet Service. Our current AUP and FUP can be found on our Freewire website.

Our Freewire Internet service is available in premises with the Landlord Freewire Access service. There are 2 variants available to our customers. These are;

  • Landlord Freewire Internet Service. This variant of our Internet service is designed to meet the needs of Landlords of property who wish to offer their tenants (students) access to the Internet as part of their lodgings. This variant of service is based on a minimum 12 month subscription. Please refer to the relevant Terms and Conditions for this variant of our Internet service at our Freewire website.
  • Student Freewire Internet Service. This variant of our Internet service is specifically tailored to suit the needs of an individual student requiring access to the Internet. Within this variant, the student will be charged either on a monthly prepay basis or by a lump sum payment in advance for 9 months service. Please refer to the relevant Terms and Conditions for this type of service.

In both cases, we do not offer static IP addressing services or any kind of individual web hosting or native email services.

5. Our Obligations to You.

We are regulated by OFCOM, the independent regulator and competition authority for the UK communications industries. As a PACP, Internet Service Provider (ISP), and a multi-channel television service broadcaster we have made a number of commitments to consistently deliver high quality services to meet our customers’ needs.

If you reside in premises equipped with access to the Freewire network, you will be able to subscribe to our wide range of services. We reserve the right to credit reference all new customers of post-pay contract services, i.e. Landlord Freewire Access Service. In doing so, we will at all times use best practice and conform to applicable UK law. We will inform you that credit referencing will be conducted before it is done. This will normally occur during initial ordering discussions with you. Information acquired during a credit reference may be passed to third parties (i.e. credit vetting agencies) but will be managed strictly in accordance with applicable UK law. You may be required to provide a form of identification and any documents provided to us by you as part of the credit reference process will be returned promptly.

5.1 Identifying our staff.

All staff who work for or on behalf of us and who visit customers’ premises carry official company identification which will be clearly displayed. You should request this identification before allowing anyone into your premises. If in doubt refuse entry and contact us.

5.2 Fault Repair and Maintenance.

We carry out proactive preventative and corrective maintenance activity on our network. We aim to identify the majority of problems in our network before they affect our customers. However if you do experience problems with service(s) that we provide, please contact Freewire Customer Services on 0333 123 0190 or alternatively email our Customer Support at: support@freewiretv.com.

5.2.1 Cessation of Service.

Where you have specifically ordered any of the services we offer, you will be subject to the relevant Terms and Conditions of that service. In the instance of Landlord Freewire Access Service and Landlord Internet Service you are committed to a minimum contract term, which subject to the relevant Terms you will be held liable to pay for if you end the contract earlier than the minimum term specifies.

All our other services (Freewire, Telephone, Student Internet and Television) are usable on a non-contract pay-as-you-use basis.

5.3 Billing and Payment.

5.3.1 Prepay (pay-as-you-use) Services.

To use our Freewire Telephone Service to make chargeable calls, prepay Internet and pay television Services, you will need to establish prepay credit via an online account or by purchasing a Top-Up card. In the instance of applying credit via your own online account, you can set one up via our Freewire website and top-up using a valid credit/debit card. In the instance of using a Top-Up card, these are available from participating university shops. By topping up your credit, you will be allowed to access our chargeable services. Please see our Freewire TV website for a complete list of university campuses and Halls of Residence where you can use Freewire services.

You can also obtain your credit status of your account or Top-up card by dialing 191 on the Freewire telephone network. You will also be able to see your credit status and usage on a real time basis by logging into your online customer account at any time. We produce itemised billing via your online account that clearly shows the cost of making calls or using our pay television and Internet Services. Our basic Freewire Television service is free of charge to view.

5.3.2 Paying for contract subscription services.

If you enter an Agreement with us to provide you Landlord Freewire Access Service, or additionally Landlord Freewire Internet Service, we will expect you to pay for these services by Direct Debit from a nominated bank account.

5.3.3 Cancelling subscription services.

If you enter into an Agreement with us to provide Landlord Freewire Access Service to your premises, you have the right to cancel the Agreement within ten working days of entering into it (the "cooling off period"). In the event of cancellation during the cooling off period, the Agreement is treated as if it had not been made. Therefore, you may cancel your application by contacting us in the following ways:

  • Calling 0333 123 0198: or
  • Writing to us at Service Management, Inuk Networks Ltd, Enterprise House, Navigation Park, Abercynon CF45 4SN: or
  • Sending a fax to 0844 546 0200; or
  • sending an e-mail to servicemanagement@inuknetworks.com.

You can do this between the date of your order and receipt of your confirmation email from us without incurring any charges . If you order the Landlord Freewire Internet Service or Student Internet Service in premises where Landlord Freewire Access Service pre-exists, you may cancel your agreement with us before the service starts. You will be advised of this just prior to completion of online payment for said types of service. You agree that you will lose your right to cancel the service under the Distance Selling Regulations 2000 once the service has started (i.e. when Internet service is fully available to you) which will occur immediately after online payment approval has been completed. The minimum enforceable term of your agreement with us for both Landlord Freewire Internet Service and Student Internet Service is 1 month.

5.4 Pricing and credit.

Our prices are published both on our Freewire website (and in paper and Braille form upon request). We may change these from time to time either permanently or for limited periods (offers and promotions), and will provide notification in advance of any changes which affect you.

We operate a simple, easy to understand credit policy for our contract subscription services. We expect you to:

  • Pay your bills promptly.
  • Inform us of any significant change in your personal circumstances which may affect your ability to settle bill payments as they become due.
  • Be straightforward with us when providing personal information.

If you experience problems in paying your bill, we operate a policy designed to:

  • Help you manage your costs.
  • Protect both you and Inuk Networks Ltd.
  • Help minimise debt and avoid disconnection.
  • Promote excellent customer service.

Where appropriate a third party "nominee" can be appointed to help you with your bill payment by ensuring you remember to pay it by the due date, or dealing on your behalf if you are away for an extended period. The nominee will not have any legal responsibility to pay the bill, but simply to help you to manage your account. We will make clear the respective responsibilities to both parties in such a situation.

You are required to pay your bills by the due date shown on the order form. If this doesn’t happen we may pursue payment by calling you and/or sending reminders. If there is no response to the initial contact and/or full payment of the arrears is not made, then your services may be restricted. You will be reminded that continued non-payment will lead to full disconnection of the service. We will follow this by debt recovery procedures, which include disclosure of relevant customer information to appropriate credit vetting agencies which may lead to a poor credit score.

In the event that debt recovery procedures are deemed to be necessary, we will execute them in a professional manner and in accordance with relevant UK legislation and best industry practice.

If you are in genuine dispute with Inuk Networks and make this known to us, then the disconnection process may not be invoked, pending the outcome of the dispute resolution.

We are aware that some customers can get into financial difficulties unintentionally, and this is taken into account when dealing with instances of non-payment. We will advise you of our processes to minimise debt and help you manage your bills. You may of course wish to take advantage of help from external debt counselling agencies.

We reserve the right to disconnect you without notice if we have reasonable grounds for suspecting that there is an unacceptable credit risk to us, for example through suspected illegal behaviour (e.g. fraud) or a breach of your contract with us. We will carry out a review of any such decision if you request it. You must settle any outstanding debts you have with us, and may be subject to credit checking and payment of any appropriate published reconnection charges, before a service can be reconnected.

In the unlikely event that we were to terminate your service incorrectly you would be reconnected free of charge. The existence of this code will be brought to your attention if you experience payment difficulties.

5.5 Complaints Resolution.

We strive to offer excellent value for money and the highest quality of service. If you are unhappy with our service please contact us on 0333 123 0190 or at support@freewiretv.com and let us know. We welcome your comments and feedback as it plays an important part in our process of continual improvement.

If you have a complaint, our formal internal complaints procedure is outlined below. We are fully committed to addressing all complaints fully and fairly within a reasonable time frame. In the first instance we will attempt to resolve complaints by telephone. Please ask us if you wish to receive a response in writing.

5.5.1 Compensation and Refund Policy.

We are keen to ensure you receive a fair deal. We will provide compensation on an individual customer case basis where you have been disadvantaged by our actions, providing that you have been using our services in accordance with our published terms and conditions.

5.5.2 What to do if you are dissatisfied.

If you are unhappy with any aspect of our service to you, please contact us as quickly as possible. We aim to provide a substantive reply to all complaints received within 10 working days.

5.5.3 What to do if you remain dissatisfied.

If a complaint is not resolved to your satisfaction, you can ask to escalate the issue to a manager. As it may be necessary for the manager to call you back, please provide suitable daytime and evening contact numbers where you can be reached.

5.5.4 Independent Adjudication of Telephony & Broadband Complaints.

If we have not reached an agreed settlement within three months of receiving your complaint or we agree before the three months is up in writing that the dispute should be settled by independent adjudication, you have the option of referring your complaint for independent consideration to the following bodies:

  • Communications and Internet Services Adjudication Scheme (CISAS).

CISAS is set up to provide a free, independent service to investigate your complaint, provided it falls within their terms of reference. We are a full member of CISAS. Please note that you must have gone through our own complaints procedure first before they can help you. You can find out more on their website at www.cisas.org.uk. Alternatively you can also contact them in writing or call them at:

CISAS
24 Angel Gate
City Road
LONDON
EC1V 2PT

Tel: 020 7520 3827
Fax: 020 7520 3829
E-mail: info@cisas.org.uk

5.5.5 Television Programme Content.

Ofcom is the independent regulator and competition authority for the UK communications industries, with responsibilities across television, radio, telecommunications and wireless communications services.

If you have any complaint specific to the output (fairness, taste and decency) of any channel we broadcast, it must be referred to us in the first instance. If we have not been able to deal with your complaint completely, e.g. if your complaint is about a specific programme or its content, you can contact Ofcom directly at:

Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

Tel: 020 7981 3040 or 0300 123 3333
E-mail: www.ofcom.org.uk/complain
Web: www.ofcom.org.uk

5.5.6 Further Assistance.

Further help and advice can be obtained for complaints you have regarding our services from your local Citizens Advice Bureau (CAB) or Community Legal Advice Centre (CLAC) (please note: CLACs can assist you only if you are resident in Gateshead or Leicester), although this is not part of our formal complaint process.

5.6 Emergency and Directory Services.

Access to the emergency services (police, fire, ambulance or coastguard) is available via the Freewire Telephone Service free of charge in the normal way by dialling 999 (or 112).

Landlord Freewire Access Telephone Service – Directory information.

If you subscribe to our Landlord Freewire Access Service, you will receive our telephone service as part of the overall package. In most instances, we will port your original telephone number onto our network. When we cannot achieve this aim, we will allocate you a new number. We do not publish a printed directory, but in either instance offer you the option of being included in a paper "white pages" directory. Inclusion in the paper directory will mean that your details will be included in publicly available directory services provided by other companies, such as voice directory enquiry services, Internet enquiry services and CD-ROM directories. If you do not wish your details to be made available in this way, we provide you with the option to make your number ex-directory . Your number will not be available from any directory service. However, your name and address will be provided so that your ex-directory status can be confirmed.

5.6.1 Prevention of Unsolicited Marketing Calls.

Whilst your directory classification may help to reduce unsolicited calls from companies marketing their products and services, it will not necessarily prevent all such calls. This is because your number may be available from other sources, for example from other companies to which you may have given your details. To prevent unsolicited marketing calls you must register your number with the Telephone Preference Service (TPS). The Privacy and Electronic Communications Regulations (2003) make it unlawful to telephone anyone who has registered with the TPS for the purposes of unsolicited marketing activity. To register, please contact:

Telephone Preference Service (TPS)
DMA House
70 Margaret Street
London W1W 8SS

Email: tps@dma.org.uk
Web: www.tpsonline.org.uk
Tel: 0845 070 0707

The Privacy and Electronic Communications Regulations (2003) also make it unlawful, for the purposes of unsolicited marketing activity, to send faxes to an individual without their prior permission or to send faxes to anyone who has registered with the Facsimile Preference Service (FPS).

If you receive such faxes and wish to stop them you could consider registering your telephone number with the FPS. To register, please contact:

Facsimile Preference Service (FPS)
DMA House
70 Margaret Street
London W1W 8SS
Email: fps@dma.org.uk
Web: www.fpsonline.org.uk
Tel: 0845 070 0702

5.7 Confidentiality.

We will treat any sensitive personal information we hold about you in confidence and will not disclose it to anyone except yourself, or in accordance with any instructions you have given us. Please see our Privacy Policy on the Freewire website. However, there are circumstances in which we may be required by law to disclose information. Such requests normally come from Statutory Authorities, for example, Police Forces, Security Services, Customs and Excise etc. Any such disclosure will be strictly controlled and will be made fully in accordance with current UK legislation, in particular the Data Protection Act (1998). This is overseen by The Office of the Information Commissioner. You can find more details on their website at www.informationcommissioner.gov.uk or write to them at:

The Office of the Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

We are obliged to pass directory information about you to other companies to enable them to provide a publicly available directory service. These companies can only use this information strictly for this purpose, and in accordance with your specified wishes. We are also committed to maintaining the privacy of all visitors to our website. For more information regarding our Privacy Policy, please visit our Freewire website.

5.8 Special Needs.

We take our responsibility to disabled customers very seriously and work hard to ensure we comply with current UK law and best practice guidelines where possible. We offer a number of services for customers with special needs.

5.8.1 Our literature.

If you would like to request any of the following literature from us:

  • This Customer Code of Practice
  • Our Acceptable Use Policy
  • Our Fair Use Policy
  • Our Privacy Policy
  • Any of our current service contracts

This is available in large print (16 point font size), Grade 2 abbreviated Braille or audio format (tape), please contact us. You can also download these documents in audio (MP3) format from our Freewire website.

5.8.2 Priority fault support.

In the event of a fault, where a special needs customer has a bona fide need of urgent support, priority is given to restoring such a customer's service. In order to take advantage of our priority fault support, customers with special needs must pre-register their requirements. In order to register please call us.

5.8.3 Bill payment.

If you are a person with special needs and who is dependent upon the Freewire Telephone, Internet or Television Service, you may nominate somebody who can help you credit your account and manage your account in general. Specifically, this nominee can:

  • Be the person who we can contact in the event of a problem with your account.
  • Credit your account on your behalf, although they will not be held legally liable for any illegal use of any services you may wish to use.
5.8.4 Contracts.

If you have problems reading the terms and conditions of your contract you can ask for our representative to explain it to you, or request it in the formats described in 5.8.1.

5.8.5 Text Relay Service.

Our hearing and speech-impaired customers can use a text relay service via the Royal National Institute for the Deaf’s (RNID) TypeTalk service. This enables such customers to communicate with each other, and with hearing/speaking customers. You will need to use the RNID’s TalkbyText (Home Edition) application via your Internet connection. Please note this software application is currently only supported by certain Microsoft Windows operating systems. Mac users should use the web edition of TalkbyText. In order to use Talkby Text web edition you must have Java installed. The Talkby Text web portal can be found at http://web1.ictrnid.org.uk:8080/TalkByText-web/common/index.jsp. Please also note that this service is entirely provided by the RNID. It is a prepay service for which you are responsible for crediting via the TalkbyText application software that must be installed on your computer and requires an Internet connection. For detailed information on the purchase and support of TalkbyText software from the RNID, please refer to the RNID’s website describing this software at: www.ictrnid.org.uk/tbthemore.html.

To use RNID TypeTalk service, you must first register with RNID Typetalk via the TalkbyText application.

5.8.6 Calls originated by TalkbyText users.

In order to use the services a TalkbyText user, once registered, should simply dial the full telephone number they require. If the call is answered by a hearing person, a TypeTalk operator is brought into the call. However, if the call is answered by another textphone or TalkbyText user, the connection is direct with no involvement from the TypeTalk operator.

5.8.7 Calls originated by hearing users to TalkbyText users.

Hearing users calling a TalkbyText user must dial 18002 followed by the full telephone number they require. Once connected, the TalkbyText user types a message from their keyboard and the operator reads it word for word to the hearing person. The hearing person then verbally responds, and the TypeTalk operator types exactly what is said so that the deaf person can read the conversation on their TalkbyText display panel.

5.8.8 Relay Assist.

Relay assist is for callers who either need or would like help to make calls. To use this service, you will need to contact a Relay Assist operator via the TalkbyText application. If you are deaf, hard of hearing or speech impaired, please use TalkbyText and dial 0870 240 95 98 to be connected to a Relay Assist operator. If you are calling from an ordinary voice phone, dial 0870 240 51 52 to be connected to a Relay Assist operator.

5.8.9 TalkbyText user calls to the emergency services.

Currently TalkByText cannot be used to contact the emergency services (999, 112 or 18000). In the event of an emergency you are advised to use alternative means (even a silent 999 call from an ordinary landline (non VoIP)) will summon assistance.

5.8.10 Free directory enquiries for special needs individuals (195).

A free directory enquiries service is available to any customer who cannot use a paper phone book. The free 195 directory enquiries service requires you to pre-register by calling 0800 587 0195. You will be sent a form to complete which must be authorised (countersigned) by your doctor or a qualified care worker familiar with your disability. You will be given a personal identification number (PIN) after registration which must be quoted when using the 195 free directory enquiries service.

Further information about Typetalk can be obtained at www.typetalk.org.

5.9 Customer Communication.

We are committed to effective communications with our customers.

You can contact us in a number of ways (please see Contacting Us).

From time to time, we will promote our services through a variety of media but only where you have agreed to such contact. We will do so in accordance with accepted industry best practice and standards, in particular:

  • Following the UK Direct Marketing Association guidelines on when to contact customers (i.e. only between 8.00 am and 9.00pm unless specifically requested to call outside these hours).
  • Stopping specified "promotional" contact with individual customers if requested to do so by the customer. Where requested by you we will do so in accordance with the Data Protection Act, Telephone Preference Service (TPS), Mailing Preference Scheme (MPS), and the Facsimile Preference Scheme (FPS).
  • We will follow the rules of relevant regulatory bodies such as Ofcom, PhonepayPlus and the Advertising Standards Authority (ASA).
  • Abiding by the Distance and Doorstep Selling Regulations, and other relevant UK and EU regulations.

The existence of this code will be brought to customers’ attention in appropriate ways.

This Code has been approved by Ofcom for the purposes of Section 52 of the Communications Act (2003).

6. Premium Rate Services and Number Translation Services.

Please note: Our Customer Code of Practice on Premium Rates Services and Number Translation Services does not require formal approval from either Ofcom or PhonepayPlus.

6.1 Number Translation Services.

Number Translation Services (NTS) are types of non-geographic numbers where the number dialled does not relate to a specific geographic location, but instead relates to a particular service or organisation. This allows the organisations using these numbers to change physical location without having to change their telephone number and to have a national presence. Examples of such numbers are 0800, 0870, 0844, 0845 and 0500. Some NTS numbers also enable organisations to share the revenues generated by the telephone calls made to the numbers. These are shared between the organisations offering the service. Tariffs for accessing NTS numbers are shown in our tariff guides available on our Freewire website or by contacting us.

6.2 Premium Rate Services (PRS).

We do not offer access to PRS numbers starting in "09". However numbers beginning in 0871, 0872, 0873 or 07 are now classified by Ofcom as premium rate, for regulation purposes by PhonepayPlus. You should note that some information and entertainment services are provided by international companies using international numbers. These are not covered by PhonepayPlus and are not considered premium rate services. Tariffs for accessing PRS numbers are shown in our tariff guides – available from our Freewire website or by contacting us.

6.3 PRS complaints.

Complaints about the content of premium rate numbers should be directed to PhonepayPlus. Complaints about charges to PRS numbers on your telephone bill should be addressed to us (please see section above on Complaints Resolution). CISAS will become involved if appropriate. Due to the potential for consumer harm with PRS, we will take a sympathetic view of PRS complaints, and where it is clear that a customer is the unknowing victim of illegal activity, sensible arrangements will be made with the customer, including refunds where appropriate.

6.4 PhonepayPlus.

PhonepayPlus (formally known as ICSTIS) is the UK industry-funded regulatory body for all premium rate charged telecommunications services. It regulates services in their entirety including content, promotion and overall operation, through a Code of Practice which is available on their website - www.phonepayplus.org.uk. Their prime role is to prevent consumer harm. Among other things, they require Service Providers to provide consumers with clear and accurate pricing information, honest advertising and service content, appropriate and targeted promotions. PhonepayPlus will investigate complaints, and they have the power to fine companies and bar access to services if the Code is breached. If you have a complaint about the content of premium rate calls, please contact PhonepayPlus free on 0800 500212, or 020 7407 3430 for TalkbyText assistance. You can also write to them at:

PhonepayPlus
Clove Building
4 Maguire Street
London
SE1 2NQ
or via their website (www.phonepayplus.org.uk).

7. Malicious and Nuisance Calls.

We understand how distressing nuisance and malicious calls can be, so we make it a priority to offer help and guidance to you in such instances. Our customer service team can offer advice on coping with unwanted calls and guide you through some simple procedures which may help prevent further calls of this nature.

7.1 Identifying unwanted calls.

In most instances, you will be in no doubt that you have received a nuisance or malicious call. However, it is important to distinguish between the two types of problem phone calls. One can be annoying, whilst the other may be a serious criminal offence.

Nuisance Calls can range from an excessive level of incorrectly dialled numbers to persistent unsolicited calls.

Malicious Calls may be a criminal offence under Section 52 of the Telecommunications Act 2003. A malicious call can be identified by its content. If you receive a call containing obscene suggestions, personal threats, or abusive language, you have been subject to a malicious call.

7.2 Protecting you from unwanted calls.

There are a number of things you can do to protect yourself from unwanted calls.
If you have received a malicious call and want to make sure it doesn't happen again, or simply want to make yourself less vulnerable to being targeted, there are some further steps you should take. Be cautious and bear these simple rules in mind whenever you receive a call you're not comfortable with.

  • DO NOT enter into any conversation with a suspicious caller and, in particular, avoid emotional outbursts that may encourage the caller to make further malicious calls.
  • DO NOT hang up straight away. Instead, place the receiver beside the phone and ignore it for a few minutes, before replacing it gently.
  • DO NOT say anything when you answer a call - a genuine caller will speak first.
  • DO NOT attempt to coax the caller into speaking if you receive a silent call. Instead, calmly replace the receiver.
  • DO NOT give out any information about yourself unless you are convinced that you know and trust the caller.

7.3 Recording outgoing voicemail messages.

Take care when recording outgoing voicemail messages, as malicious callers can obtain information about you from them. Follow these simple points and keep your message as vague as possible, as a genuine caller will know who you are.

  • Do not include your name and number - this could provide a malicious caller with information they can use to call you back.
  • NEVER refer to the fact that you live alone, as malicious callers can target single customer lodgings. Say "We can't come to the phone at the moment" rather than "I cannot come to the phone".
  • NEVER refer to periods when you'll be away, especially if you live alone. Anyone getting through who isn't a genuine caller could use this information to their benefit.

7.4 Persistent nuisance calls.

Even if you follow all recommended precautions, there may be times when a caller becomes persistent and tries to contact you over and over again. If this happens, stay calm and answer the phone as usual, but do not speak until the caller identifies him/herself. If the caller does not speak first, try one of these three options:

  • Leave the call open, remain silent and leave it for a minute or two.
  • Hang up - although a persistent caller may try again.
  • If you are a soft client (computer-based) user of our Freewire Telephone Service, log out of your Freewire Telephone Service for a short time.
  • If you are using our Freewire Telephone Service in a university location, disconnect the power to the telephone.
  • However, if you are regularly being bothered by unwanted phone calls, you should contact our customer service team on 0333 123 0190. Calls are free and will be dealt with in the strictest of confidence.

7.5 Anonymous Caller Rejection (ACR).

This facility allows you to reject all calls which do not display the calling number (calling line identity). This feature can be switched on and off at any time by you using the following procedure:

  • Dial "*77" on your line to active ACR if so desired.
  • Dial "*87" on your line to deactivate ACR if so desired.

Note: This feature may be subject to change and a monthly subscription charge.

7.6 Help with nuisance calls.

If you feel it is necessary to take further action, please call our customer service team who will be able to provide you with advice and support in resolving your unwanted or malicious calling problems speedily. This may include law enforcement (police) and victim support in appropriate circumstances. Every case is different, and we can assist you with whatever approach you decide to take.

8. Advertising.

Our advertising follows the code of practice that the Advertising Standards Authority (ASA) issues. The ASA deals with all advertising. You can visit their website at (www.asa.org.uk) or call them on 020 7492 2222, or write to them at:

Advertising Standards Authority
Mid City Place
High Holborn
London
WC1V 6QT.

9. Social Responsibility.

We operate a well-defined two way internal communications approach that includes regular company-wide email and printed announcements on our performance, special events and business achievements. In addition, formal employee forums have been established across the organisation to promote further employee involvement.

We are committed to equal opportunities and to enhancing the diversity of our workforce, based on performance and capability. Through our policies, we aim to ensure that we do not discriminate between employees or potential employees on the basis of sex, sexual orientation, disability, race, religion, age, marital status, physical appearance or ethnic origin. If individuals become disabled during employment and they are unable to continue to perform their jobs, consideration is given to retraining for alternative jobs. We invest in the development and training of all our people, encouraging them to focus their learning around business needs and to pursue appropriate development opportunities.