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Customer Transfer Policy

Slamming – What does it mean to your business?
The practice of ‘slamming’ is an extreme form of miss-selling when your telephone or broadband services are switched – or attempted to be switched – without your knowledge or consent.
Often, the first you may know about it is when you receive a bill from a new company out of the blue, or in extreme circumstances when you lose service.
Slamming is unacceptable and Ofcom has introduced tough rules to clamp down on this problem.

How can Channel Comms protect you from ‘slamming’?
Channel Comms ltd is committed to protecting the interests of its customers and operates within the regulations applied by Ofcom’s General Conditions of Entitlement.
As a Communications Provider (CP) we are permitted to use what is called the ‘Cancel Other’ process to prevent slamming.
Before using the ‘Cancel Other’ process we will take reasonable steps to establish that Slamming and/or Failure to Cancel has taken place.

Definitions
a) “Cancel Other” means the industry term for a functionality that enables the Losing Communications Provider to cancel wholesale orders (during the Transfer Period) placed by the Gaining Communications Provider which can only be used in the circumstances set out in Ofcom’s General Condition 22.
b) “CPS” means Carrier Pre-Selection, a facility which allows a customer of a Publicly Available Telephone Service to select a provider designated in advance to apply on every occasion where no other providers have been pre-selected for the use of a telephone number;
c) “Gaining Communications Provider” means the Communications Provider to whom the customer is transferring;
d) “LLU” means Local Loop Unbundling, the process by which a dominant provider’s local loops are physically disconnected from its network and connected to a competing provider’s network.
e) “Losing Communications Provider” means the Communications Provider from whom the customer is transferring;
f) “Slamming” means where a request for CPS, WLR and/or LLU has been made without the Customer’s express knowledge and/or consent; that is in the following circumstances:
(i) where the Customer has never been contacted by the Gaining Communications Provider;
(ii) where the Customer has been contacted by the Gaining Communications Provider, but has not given the Gaining Communications Provider authorisation to transfer some or all of their telephone calls and/or line rental to the Gaining Communications Provider;
iii) where the Customer has agreed to purchase a product or service from the Gaining Communications Provider and the Gaining Communications Provider has submitted a request for a different product or service which the Customer has not agreed to purchase; or
(iv) where the Customer has agreed to transfer some or all of their telephone calls and/or line rental to the Gaining Communications Provider having understood, as a result of a deliberate attempt by the Gaining Communications Provider to mislead, that they are making an agreement with a different Communications Provider;
g) “WLR” means Wholesale Line Rental, a facility which BT provides other CPs with the ability to offer monthly line rental and associated services (such as fault repair) on the BT line.

Fair Use Policy

1. General
This Fair Use Policy (FUP) is intended to help protect our customers, and the Internet community, from the inappropriate use of the Internet. This FUP sets out the rules which apply to the use of our internet connection services including your responsibilities and permitted and prohibited uses of those services.
We remind customers that when they are connected to the internet via our service they must comply with the law.
Customers must not use our service:
a) for the improper use of a public electronic communications network which is or would be an offence under Section 127 of the Communications Act 2003; or
b) any unauthorised access or denial of service attack which is or would be an offence under Sections 1, 2 or 3 of the Computer Misuse Act 1990; or
c) to commit an offence under the Regulation of Investigatory Powers Act 2000; or
d) to commit an offence under any other relevant UK legislation;
A customer’s use of our service constitutes acceptance of this FUP.
We reserve the right to revise and update this FUP from time to time.

2. Your Responsibilities
You are responsible for your actions when connected to our network and the systems you access through your internet connection. If you act without care or irresponsibly in using your internet connection or your actions put at risk the integrity or security of our network, systems or equipment, your access may be restricted, suspended or terminated, without prior notice.
You agree that you will not use, attempt to use or allow your internet connection to be used to:
a) store, send or distribute any content or material which is restricted, prohibited or otherwise unlawful under any applicable law or which is likely to be offensive or obscene to a reasonable person;
b) store, send or distribute confidential information, copyright material or other content, which is subject to third party intellectual property rights, unless you have a lawful right to do so;
c) do anything which defames, harasses, threatens, abuses, menaces, offends, violates the privacy of, or incites violence or hatred against, any person or class of persons, or which could give rise to civil or criminal proceedings;
d) do any other act or thing which is illegal, fraudulent or otherwise prohibited under any applicable law or which is in breach of any code, standard or content requirement of any other competent authority;
e) do anything which interferes with other users or restricts or hinders any person from accessing or using our internet connection service or systems including the excessive usage of bandwidth under section 5 below;
f) forge header information, email source address or other user information;
g) access, monitor or use any data, systems or networks, including another person’s private information, without authority or attempt to probe, scan or test the vulnerability of any data, system or network;
h) deliberately compromise the security or integrity of any network or system including our network;
i) knowingly access, download, store, send or distribute any viruses or other harmful programs or material;
j) send or distribute unsolicited advertising, bulk electronic messages or otherwise breach your spam obligations set out below, or overload any network or system including our network and systems (including the excessive usage of bandwidth under section 5 below);
k) invade anyone’s privacy by attempting to harvest, collect, store, or publish private or personally identifiable information, such as passwords, account information, credit card numbers, addresses, or other contact information without their knowledge and consent;
l) tamper with, hinder the operation of or make unauthorised modifications to any network or system; or
m) authorise, aid, abet, encourage, conspire with, or incite any other person to do or attempt to do any of the above acts.
In addition, you may not use our network to create, transmit, distribute, or store content that:
a) violates a trademark, copyright, trade secret or other intellectual property rights of others,
b) violates export control laws or regulations,
c) violates the privacy, publicity, or other personal rights of others,
d) impairs the privacy of communications,
e) constitutes deceptive online marketing, causes technical disturbances to our network (including excessive usage of bandwidth under section 5 below), its affiliated networks, or the network used by customers to access the Email service, or violates the policies of such networks by, including, but not limited to, the intentional introduction of any viruses, Trojan horses, worms, time bombs, cancel bots or other computer programming routines that are intended to damage, detrimentally interfere with, surreptitiously intercept or expropriate any system or data, or
f) assists, encourages, or permits any persons in engaging in any of the activities described in this section.
If you become aware of any such activities, you are obligated to immediately notify us and take all other appropriate actions to cause such activities to cease.

3. Use of Email with regards to SPAM
Also known as junk mail or unsolicited commercial email, the term “spam” refers to submitting a commercial email to a large number of recipients who have not requested or opted to receive it and have no reasonable expectation of receiving email from the sender.
Email sent by a company or an organisation with whom the recipient has established a relationship or which was requested or accepted (opt-in requirement) by the recipient is not considered spam.
Spamming is not only harmful because of its negative impact on consumer attitudes toward businesses that supply Email and interconnection services, but also because it can overload our network and disrupt service to other customers.
As a user of our email service platforms sending direct marketing emails:
You must:
a) include a conspicuous notice identifying the message as an advertisement or a commercial solicitation;
b) provide a valid physical postal address in each email your send;
c) include a valid email address or an unsubscribe link allowing the recipient to opt-out, either by replying to a valid return address, or by using an Internet-based unsubscribe mechanism
d) process opt-out requests for at least 30 days after the sending of the commercial email and stop sending email to the requestor within 10 business days upon request;
e) comply with any regulation in force that covers direct marketing regulations.
You may not:
a) include false, deceptive or misleading header information, including a false domain name or address;
b) send emails with a false, deceptive or misleading subject line;
c) include sexually explicit content in your email;
d) add an address into your list without the subscriber’s permission;
e) maintain an email address in your list for which an opt-out request has been received;
f) use lists older than 6 months without obtaining a confirmation of the subscriber’s permission;
g) harvest email addresses from websites or web services;
h) generate an email address by using a dictionary attack combining letters and numbers into multiple permutations;
i) use scripts or automated ways to register for multiple email or user accounts to send commercial emails;
j) relay emails through a computer or network without permission;
k) use your subscription form to subscribe users for an unrelated list or to send them content differing from the one they have agreed to;
l) send emails with added words/characters in an attempt to bypass Bayesian filters;
m) send, or attempt to send, Spam of any kind from third-party networks using a return email address that is hosted on our network, or referencing an email address hosted on our network;
n) send email messages which result in complaints from the recipient or from the recipient’s email provider, or which result in blacklisting of the sender’s email address or mail server;
o) send email messages which are excessive and/or intended to harass or annoy others;
p) continue to send email to a recipient who has indicated that he/she does not wish to receive it;
q) take any actions intended to cloak your identity or contact information, including but not limited to intentionally omitting, deleting, forging or misrepresenting message headers or return addresses; or
r) take any other action that results in the blacklisting of the sender’s email address or mail server, or negatively impacts other customers who use the Email service.
In the absence of positive, verifiable proof to the contrary from you we will consider complaints by recipients of emails to be conclusive that the recipient did not subscribe or otherwise request the email(s) about which a complaint was generated.

4. Bulk Email
The use of our network to send bulk email whether opt-in or otherwise, and the use of bulk email to promote a site on our network is strictly forbidden. Bulk mailing is defined as:
• E-mails with more than 50 recipients per email
• Sending E-mails at a rate of over 5 emails per minute
If bulk mailing attempts are detected the relevant ports may be blocked with immediate effect.

5. Excessive Usage of Bandwidth
The use of bandwidth which is inappropriate for a particular service is to be avoided. In the event that excessive usage of bandwidth on a consistent basis is detected we will contact you to propose a more suitable service as a replacement. If you decline to accept the suggested replacement service and the excessive usage continues we reserve the right to restrict, suspend or terminate your access, at our discretion.
Examples of excessive bandwidth usage are:
• A circuit that uses in excess of 100GB of bandwidth in a 24 hour period
• A group of circuits (as part of the same company or end user group) that consumes bandwidth in excess of 100GB at each site on the same day(s).
Large bandwidth requirements across numerous sites would be better suited by a solution that does not have the potential to impact other users.

6. Administration of Policy
You understand that the administration of this policy requires the exercise of discretion and judgment. We agree to exercise good faith in the administration of this policy and in making determinations under the policy.

Fault Handling Policy

1. Introduction
This document provides details of our fault reporting arrangements.

2. Service Overview

Reception, investigation, identification and resolution of all service faults are centralized by the Channel Comms Support team.
Channel Comms Support team provides a technical point of contact to resellers, partners and customers for fault reporting.
The team answers all calls to 0333 2005140 from
08:30 to 17:00 Monday to Friday. At all other times, our out of hour’s team will answer any calls to this number that you will have been given if you subscribe to the out of hours service.

3. Fault Reporting
All faults should be reported preferably by telephone via the Channel Comms Support team on 0333 2005140 . The team will ask a series of questions to confirm the caller is one of the nominated company representatives as part of our data protection process. The customer service technicians are comprehensively trained and have considerable experience in telephony systems and services. Reporting by telephone allows the technicians to perform an initial analysis and therefore capture all necessary information at the first point of contact. This information is entered directly into our system and assigned a support case reference number which will be used for all subsequent enquiries for the duration of the problem.

4. Fault Localisation
4.1 Preliminary checks

Problem symptoms relating to all faults should be captured and must be recent. Example calls should not be older than 48 hours except where this is impossible. The details required before reporting to Channel Comms are listed in Section 5 ‘Fault Logging Requirements’.

4.2 Telephone Line Fault Localisation.

Analogue lines
• Where possible swap the equipment in the telephone line and attempt to dial out.
• If there are extensions, ensure that all line box terminations are experiencing the same problem.
• Try to make and receive a call and make note of what happens (i.e. no dial tone) If an intermittent fault; how regularly does it occur?
• Where a Telephone System is present, can you make internal calls?
ISDN2/30
• Reboot the Customer Premises Equipment (Telephone System). If you are unsure as to your equipment’s suitability for this then please first check with your system maintainer. This course of action resolves around 50% of faults reported to us.
• Where a Telephone System is present, can you make internal calls?
• Take note of what happens on incoming and outgoing calls.
• If fault is intermittent how often does it occur?
• Are DDI’s affected also? If so all/some?
Broadband Line Fault Localisation
• Firstly try rebooting the router. Power down and leave off for several minutes; power back on; check for connectivity.
• If still no connectivity, plug an analogue handset into the line box; removing all micro‐filters; check for dial tone. If none then follow analogue line fault localisation.
• If dial tone is present swap micro-filter if possible.
• Take note of which lights on router are on/off.
• If possible, check the username and password in router.
VOIP Fault Localisation.
• Reboot access router. Power down and leave off for several minutes; power back on; check for connectivity.
• If using IPDC, reboot CPE. Check lights on routers; make a note of which are on/off.
• If using ADSL as access method check for dial tone at socket.
• If using the Horizon product, check if all handsets are experiencing issue.
• Check lights on routers; make a note of which are on/off.
• Take note of what happens on incoming and outgoing calls.
• If fault is intermittent how often does it occur?
• Are DDI’s affected also? If so all/some?

5. Fault Logging Requirements

All current service faults should be preferably reported by telephone direct to the Channel Comms Support team. Verbal communication will allow the team to discuss the fault in detail and provide initial diagnostics without delay.
The following information should be provided to the Support team when logging a fault.

Line Fault Requirements

1. End-User & Service details:
a. End-User’s Name
b.
(i) PSTN & ISDN2 -CLI of the faulty line (complete, including the STD code)
(ii) ISDN30 – Circuit Reference number & type of Switch.
c. Full postal address of End‐User’s premises
d. Contact name and telephone number (for BT & possible access purposes)
e. End-User Site Non-Access periods.
f. Required Call Divert telephone number. (Not International or premium rate)

2. Completed Preliminary Checks:
a. Has the equipment been checked & is okay?
b. Has the power supply been checked & is okay?
c. Has (5.1) Fault Localisation Partner Process been completed?

3. Faults Details:
a. Nature of fault
b. Symptom of fault
c. Intermittent/Frequency or permanent?
d. When did the fault start?

ADSL Fault Requirements
1. Customer:
a. Name:
b. Full Postal Address
c. Contact Number:
d. Access hours to premise
2. What is the Problem?
a. Nature of fault
b. Symptom of fault
3. Frequent / Intermittent?
4. Has reboot been completed?
5. Has Line been tested?
6. Telephone number ADSL is provisioned on.
VOIP Fault Requirements
1. Customer:
a. Name:
b. Full Postal Address
c. Contact Number:
2. What is the Problem?
a. Nature of fault
b. Symptom of fault
3. Frequent / Intermittent?
4. IP Address: End Point:
5. A Number: B Number :
6. Time(s) of failure?
7. When did problem start?
8. Identify your Router Make and Model?
9. Which ISP are you using?

Customer Complaints Procedure

Introduction
At Channel we are committed to providing our customers with an excellent level of service. However we recognise that we sometimes get it wrong, and when we do, we want you to tell us so that we can put things right as quickly and smoothly as possible.
With this in mind, we have developed a Complaints Procedure which explains who you should contact and what to do if you have a complaint about Channel Comms Ltd.
The Complaints Procedure is described below.

Contacting us

If you would like to make a complaint about our service, please call our Customer Services line on 01275 376 700. These lines are open from 9am to 5pm Monday to Friday.
If you would prefer to write to us instead, please address your letter to:

Customer Services
Channel Comms Ltd.
Channel House
Macrae Road
Ham Green
Bristol
BS20 0DD
Or E-mail us at customercomplaints@channelcomms.co.uk

How we deal with your complaint

When you contact us, we will normally ask you to give us the following information in order to deal with your complaint as efficiently as possible:

• Company name and account number
• Name, contact phone number and postal address
• Nature of the complaint (including any relevant detail)

You can give this information to us over the phone or in writing.
When we have registered your complaint we will give it an identification number that you may refer to in any further contacts with us regarding your complaint. We will make every effort to resolve your complaint when you first contact us. However this is not always possible and we may have to investigate your complaint further.

Whatever your complaint we will give you our initial response to it no longer than 5 working days from when you notified us. If you are not happy about the way in which your complaint has been handled, you can call us on 01275 376 700 and ask to speak to the Operations Manager.

If after having contacted the Operations Manager you are still not satisfied about the way we have dealt with your complaint, you should ask for your complaint to be reviewed by the Managing Director. We aim to resolve all complaints within 20 working days from when you notify us, but more complex cases may take longer.

Taking further action

If we have not been able to resolve your complaint to your satisfaction within 40 working days from when you notified us, we will send you a letter confirming this. The letter is normally referred to as a ‘deadlock’ letter and confirms that there is nothing more we can do with respect to your complaint. When you have received the deadlock letter from us, you may wish to refer the complaint to one of the following organisations. The Ombudsman is appropriate if you are a small business, while Ofcom should be contacted if you are larger.

Office of communications
The Office of Communications (Ofcom) is the body set up by the Government to monitor and regulate telecommunications within the UK. Ofcom aims to provide the best possible deal for customers in terms of quality, choice and value for money. You will find the contact details for Ofcom below.

Ombudsman Services Communications
The Ombudsman Services Communications (Osc) is a free independent service that deals with complaints by residential and small business customers against member telecommunications companies.

Premium Rate Services
All Premium Rate Services numbers are easily identified as they begin with the digits 09. The Premium Rate Service industry is regulated by Phonepayplus. This means that if you have a complaint about the way in which Premium Rate Service numbers are advertised or managed, the type of service provided or the way in which information received via a PRS number has been presented during the calls concerned, Phonepayplus will be pleased to hear from you. You will find the contact details for Phonepayplus below. All calls to Premium Rate Service numbers are charged at a higher rate than normal local, regional and national calls. If your complaint involved a dispute over charges for these calls, we will ensure that your concerns are looked into thoroughly and professionally if you let our Customer Services Department know on 01275 376 700. If we believe the call charges to be correct, however, it may be possible to obtain compensation from the service provider responsible for the PRS service involved via Phonepayplus. Although PRS service providers are under no obligation to provide compensation for any calls other than those made to PRS numbers which provide a ‘live’, non-recorded service, request for compensation for calls made to recorded information PRS numbers can be made to Phonepayplus.

Useful addresses and phone numbers:

Office of Communications (Ofcom)
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Phone: 0845 456 3000
Fax: 020 7981 3334
E-mail: contact@ofcom.org.uk
Website: www.ofcom.gov.uk

Ombudsman Services Communications
PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614
E-mail: www.ombudsman-services.org

Phonepayplus
Clove Building
4 Maguire Street
London
SE1 2NQ
Phone: 0800 500 212
Website: www.phonepayplus.org.uk

Taking your Complaint further

If your complaint is not resolved to your satisfaction after this procedure, you can escalate the complaint to our Managing Director, Alex Bevan who can be emailed at alex.bevan@channelcomms.co.uk. You can also send your escalated complaint in writing to Alex Bevan at the above address.

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