Sure's Customer Code of Practice
1.0
Introduction
In this document we have
listed the best ways to contact us and have provided a description
of the key features of some of the main services we provide our
customers within the Bailiwick.
2.0 Our Customer
Charter
- All customers will be dealt
with effectively in a professional and courteous manner;
- All goods on display in our stores will be
clearly labelled and priced;
- We will explain in full our services and
promotions, ensuring that our pricing and charges are clear and
simple to understand;
- We offer a 'no
quibble' guarantee, that any item purchased from us and returned in
the same condition, including original packaging and
documentation will be refunded within 14 days of purchase
if a customer is not satisfied in any way with the product or
service purchased;
- A customer may terminate a contract without any obligation to
pay any further charges to us within 14 days, other than call
charges incurred in that period, and provided that any equipment or
gifts the customer receives from C&W on entering into the
agreement are returned to us in the same condition, including the
original packaging and documentation;
- We always respect confidentiality.
3.0 How to
contact us
If you need advice,
information or help with any of our services please contact us on
one of the following numbers:
All sales,
generalenquiries & customer service (24
hours):
Tel: (+44 (0) 1481)
700700 Fax:
(+44 (0) 1481) 724640
Fault reporting (24
hours): Tel:
151 or (+44 (0) 1481) 700700
Postal
addresses:
Guernsey: Cable
and Wireless Guernsey Limited, PO Box 3, Telecoms House, Upland
Road, St Peter Port, Guernsey, GY1 3AB
Alderney: Cable
and Wireless Guernsey Limited, Telephone House, Longis Road,
Alderney, GY9 3YB
Tel: (+44 (0) 1481)
822200 Fax: (+44 (0)
1481) 823498
Sark: Cable
and Wireless Guernsey Limited, Telephone Exchange, Rue Lucas, Sark,
GY9 0SG
Tel: (+44 (0) 1481)
832284 Fax: (+44 (0) 1481)
832331
Sure
stores:
Waterloo House,High Street, St Peter Port,
Guernsey, GY1 4AR
Centenary House,La Vrangue, St Peter Port,
Guernsey, GY1 2EY
Contact Centre services
Calls to the following Contact Centre Services
are available to most callers free of charge (24 hours):
Advice on call
charges 100
Alarm call
reservations 100
(The alarm call itself will be charged on reservation)
(To set your own reminder call, please refer to the Directory under
the section Star Services)
Reverse charge
calls 100
(Calls made will be charged to the accepting caller. Not available
to mobile
callers)
Fault
reporting 151
Calls to the following Customer Services are
charged at the published rate:
Operator assistance
calls 100 (Calls connected by the operator
will be charged at the published rate)
International operator
assistance 155 (International
calls connected by the operator are charged at the published
rate)
Local & national directory
enquiries 118 163
International directory
enquiries 118
161 (Not available from Public Payphones)
Directory enquiry services
You can access the full
range of Directory Enquiry providers available in the UK. Please
note that all these services are provided by third parties and
Cable & Wireless Guernsey is only responsible for the Bailiwick
content on 118163. An up to date list of Directory Enquiry
providers, each with its own rates and way of charging, can be
found on
http://www.118tracker.com/.
You can find out the
telephone number of a personal or business telephone line, provided
that you can give a valid name and address for the person or
organisation that you wish to contact. Their number will not be
given out if that person does not allow publication (by being
ex-directory).
Customers with special needs
Some extra assistance is
offered to customers with special needs. For information, please
call 700700 or write to our Liaison Officer for the Disabled.
We also provide a Special
Operator Service for qualifying customers who have difficulties
using the telephone. To obtain a free leaflet on this service,
please call 700700. Alternatively you can write to us or visit the
Sure store at Centenary House, which is open 8.30 am to 5.30 pm,
Monday to Friday, excluding Bank Holidays.
All of our public
payphones are equipped with inductive loops for the hearing
impaired and most are accessible by wheelchair.
4.0 Paying
bills
We ask that you pay your
telephone bill as soon as you receive it. As such, it may be much
simpler for you to pay by Direct Debit. If you would like to do so
please contact us and we will supply the right forms for
completion.
The date by which we must
have received payment is shown on the bill. This date is normally a
minimum of 21 days after the bill has been issued.
For your convenience we
have made arrangements for you to be able to pay your bills at
certain Post Offices, including those in Envoy House, Safeway and
Cobo Checkers Xpress. You will need to have your full account with
you, not just the tear off slip and the Post Office may not accept
payments of less than £10.
You can pay by phone 24
hours a day by calling us on 700700. Please have your customer
account number ready, plus details of your debit/credit card.
4.1 Itemised billing
Our itemised bills provide
information about your call costs. You can opt not to receive
itemised details of every individual call above a threshold value
(excluding local un-timed calls which are not itemised), or summary
details of destinations called.
If you disagree with any
item on your bill, you should contact us by calling 700700 and then
pay the undisputed amount whilst your enquiry is being
investigated.
4.2 Payment difficulties
It is important that you
contact us straight away if you are having difficulties paying your
bill. The earlier we know, the more help we can give you.
There are a number of
solutions available to help those having financial
difficulties:
- A repayment plan will help you to pay the
outstanding amount over an agreed period of time. When we agree the
repayment plan we will take your past payment history into
account.
- If we believe it will help you to avoid a larger
debt building up, we may ask you to agree to having your service
restricted to incoming calls only until you have completed your
repayment plan. In these circumstances, we will not charge for
restoring the service.
- We can bar international and/or premium rate calls, where they
have contributed towards your payment difficulties.
- If unauthorised calls have been made on your phone to premium
rate services we can offer you help and advice.
4.3 Unpaid bills
If we do not receive
payment by the date shown on your bill, we will send a
reminder. If you leave an amount unpaid and do not let us know
that you are having difficulties paying your bill, you risk
disconnection of your service.
When a bill is sent to you
and payment is not received by the stated date we will apply the
following procedure:
- We reserve the right to charge interest on
any balances which remain unpaid from the due date to the date of
payment and/or a late payment fee at rates notified from time to
time at www.surecw.com.
- We will send you a reminder stating that
payment must be made within 7 days of the date of the
reminder.
- Where the bill is not paid and there is no
history of previous non-payment, we will contact you by phone (if
unsuccessful we will send a letter) advising the date we must
receive payment by, otherwise your service will be restricted to
incoming calls (calls to emergency services will still be
possible).
- After your service has been restricted in
this way, we will write to you and inform you that your contract
will be terminated if payment is still not received by a final
date.
- If payment is not received, we will disconnect your telephone
service and it will not be reconnected until we have received full
payment of the outstanding amount.
- We will also make a charge for restoring your service.
If you do not pay the outstanding amount after your service has
been disconnected, your contract with us will be terminated and
legal action will be initiated to recover the debt. We may pass the
outstanding amount (including any late payment fee or interest
charges) to a debt collection agency to collect the money on our
behalf. Information about your debt may be shared with other
organisations that give credit. Please note that a charge will be
raised for any subsequent re-provision of telephone service.
5.0 More from
Sure
5.1 Sure Home
Sure offers a range of fixed line
and broadband price plans to help you communicate, access
email and the world wide web. To find out more, call, email, visit
a Sure store or our website
http://www.surecw.com/Free support
helpdesk:
Tel: 700700
E-mail: contact@surecw.com
5.2 Sure mobile
Customers get more when
they choose Sure mobile. To find out about our range of price
plans, handsets and promotions, call, visit a Sure store or go to:
http://www.surecw.com/To configure your handset
to use picture messaging and high speed mobile internet please call
the mobile help desk on 700700.
5.3 Sure business
We offer business
customers complete business communications solutions, including
systems planning, consultancy, corporate network solutions,
communications equipment and business telephone systems. We have
local expertise in communications technology including a resilient
fixed network, broadband digital access, private circuits and
worldwide network connections.
We also provide an
e-commerce data centre, on-line portal information, website hosting
and Internet access with a choice of tariffs.
Business
Sales: Tel:
700700
5.4 Telephone
directories
Our current Telephone
Directory for the Bailiwick of Guernsey is available from any of
our retail stores or main offices. Directories are given free of
charge to all customers.
The Telephone Directory is
also available online at
http://www.theguernseydirectory.com/
and can also be set up on your mobile handset if you have access to
data services. This is a service which is provided for free.
5.5 Public payphones
We provide Public Payphones where customers can
make the following types of calls:
- Most types of voice telephony calls including
local, national and international calls;
- Calls to local and national Directory
Information Services (118xxx);
- Emergency calls without any payment or use of
any card or token (112 or 999);
- FreePhone services calls (0800 xxx xxx);
- Calls to operator assisted services.
If you need to report any problems with our
Public Payphones, please call 151 (24 hours).
6.0 Fault
Reporting
6.1 Reporting a fault on your
landline
Before reporting a fault, please try the
following:
- Please check that all switches (bell,
dial, etc.) on the equipment are in the correct
position;
- Where you have equipment that needs mains power, please check
that the plug switch is in the on position and that any batteries,
if required, are good;
3. Try unplugging the telephone
and changing it for a known working one if you have one. If the
fault disappears, then the telephone is faulty and it should be
returned to the supplier, which may not be Cable & Wireless
Guernsey. Alternatively, try the telephone in another socket (known
to be working). This will also prove whether your equipment is
faulty.
6.2 Repairing a fault on your
landline
We will always endeavour
to fix faults as quickly as possible (normally by the next working
day) to limit the inconvenience experienced by our customers.
Faults can be reported 24 hours a day.
Please note that if a
Cable & Wireless Guernsey engineer calls at your home or office
they will carry an identity card. If you are unsure about the
validity of the card, please call us to confirm the identity of the
caller.
If one of our engineers is
called to your premises to repair your telephone service during
normal working hours a charge will only be raised for the visit if
the fault is proven to be on the customer side of the master socket
(the cost of any repair of our line up to the master socket is
included in your rental charge).
If attendance is necessary
outside of normal working hours, regardless of the type of fault,
you may incur a charge. If the handset was not purchased from us,
please contact your supplier. That will save you from incurring
unnecessary charges.
We are able to offer
limited emergency cover for faults on Saturdays, Sundays and Bank
Holidays. Please note that for these visits it is normal to
raise a charge.
7.0
Complaints
7.1 Reporting a
complaint
Cable & Wireless
Guernsey is licensed to provide customers in the Bailiwick of
Guernsey with fixed and mobile telecommunications services
including domestic and international services.
We are committed to giving
our customers the finest possible telecommunications services.
Despite our best efforts, things can go wrong, and when they do we
want to know so that we can put them right as soon as
possible.
If you wish to discuss any
aspect of our service then please contact us as follows:
Tel: 700700 Fax on
724640
Postal address: Customer Complaints,
Cable and Wireless Guernsey Limited, PO Box 3, Upland Road, St
Peter Port, Guernsey, GY1 3AB
7.2 Complaint
investigations
We have procedures to
ensure your complaint is investigated and resolved as quickly and
efficiently as possible. Our complaints procedures are monitored by
the Director General of Utility Regulation.
Your complaint will be
investigated personally and a course of action will be discussed
with you to make sure that the problem is resolved quickly and to
your satisfaction.
Additionally, if you are
unhappy with the way that your complaint is being handled, you may
write (to the address above), or ask to speak to the Head of
Contact Centre by calling 700700 during normal office hours (8.30
am to 5.00 pm, Monday to Friday).
Please give us the
opportunity to resolve the problem before taking the matter
further.
7.3 Registered
complaints
If your complaint has not
been handled effectively by telephone you may wish to escalate it
by writing to us and indicating that you would like to register
your complaint.
As a result of a complaint
being registered, and in order that we can respond efficiently, we
will keep records of any complaint-related correspondence. This
will help us to deal with any follow-on discussions with you should
this be necessary. Our records may include our written notes
of the content of telephone conversations as well as keeping copies
of any written communications.
These records will be
confidential, and are covered by the relevant legislation on
safeguarding privacy and confidentiality that apply to us. Some
information may be requested by the Director General of Utility
Regulation as a result of general obligations on the provision of
information under our licence.
We will normally keep
records for a period of three years following a customer
disagreement or complaint.
We will acknowledge your
complaint in writing within five working days of receipt and
provide you with a reference number.
We will categorise the
complaint and aim to investigate it within the time scales shown
below:
Fixed lines
CATEGORY | TARGET TIME |
|---|
Billing | Within 20 working days of receiving your
complaint |
Repair | Within 15 working days of receiving your
complaint |
Installation | Within 15 working days of receiving your
complaint |
Miscellaneous complaint | Within 20 working days of receiving your
complaint |
Mobile
CATEGORY | TARGET TIME |
|---|
Billing | Within 20 working days of receiving your
complaint |
Network Quality/ Coverage | Within 15 working days of receiving your
complaint |
Roaming | Within 20 working days of receiving your
complaint |
Miscellaneous complaint | Within 20 working days of receiving your
complaint |
7.4 Arbitration
We will do everything we
can to resolve complaints, disagreements and disputes with
customers. However, when a complaint remains unresolved, either
because you are dissatisfied with the outcome, or the target time
for resolution has been exceeded, you can decide if you wish to
take the matter further.
To do so, an approach must
be made to the Trading Standards Service of the Commerce and
Employment Department (details below). Trading Standards will act
as an impartial body and will attempt to find a fair outcome for
all of the parties if it identifies that we have not adequately
resolved the matter. If Trading Standards believe that we have
acted reasonably, you will be informed of this. However if the
complaint still remains unresolved you can ask that the matter be
referred to the Office of Utility Regulation (OUR) which will in
turn receive a report from the Trading Standards Service. Both you
and Cable & Wireless Guernsey will receive copies of the
report. The OUR will progress the complaint in whatever manner it
considers appropriate.
The Trading Standards
Service will periodically report to the OUR to provide details of
complaints it has received under this scheme.
Nothing in this scheme or
process is intended to prevent you from seeking resolution through
the courts.
Contact details:
The Consumer Advisor, Trading Standards
Service, Commerce and Employment Department, PO Box 459, Raymond
Falla House, Longue Rue, St Martins, Guernsey, GY1 6AF
Telephone: 01481 234567 Fax: 01481 235015
E-mail: ts@commerce.gov.gg
Website:
http://www.gov.gg/tradingstandards
The Director General of Utility Regulation,
Suites B1 & B2, Hirzel Court, St Peter Port, Guernsey, GY1
2NH
Telephone: 711120 E-mail:
info@regutil.gg
7.5 Compensation
You may be entitled to
compensation if a fault occurs, depending on the circumstances,
including the original cause of the problem.
We are not liable for any
breach of this Code which is caused by a matter beyond our
reasonable control including an act of God, fire, lightning,
explosion, war, disorder, flood, industrial disputes (whether or
not involving our employees), extremely severe weather or acts of
government or other third parties.
Should you have cause to
claim compensation from us for not meeting recognised timescales
you should make a claim using the complaints process.
The payment of
compensation claims will normally be made by a credit to your
account. We give compensation using a standard formula of one
month's rental for every full working day that we default on our
delivery targets for installing and maintaining your services.
Claims cannot be made for faulty terminal equipment beyond the
master socket. This daily rate will be paid for every day
compensation is due up to a maximum amount equal to 12 months' line
rental or £100, whichever is the lowest amount.
In order for us to accept
your compensation claim, your original service request or fault
report must have been made within four weeks of the date on which
the event in question occurred.
January 2009