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Vonage Business Phone System Code of Practice

Sections

  1. Our Code of Practice
  2. About Vonage
  3. Customer Service
  4. Sales and Marketing
  5. Technical Problems
  6. Pricing and Billing
  7. Premium Rate and Number Translation Services
  8. Complaints and Dispute Resolution
  9. Your Privacy
  10. Social Responsibility
  11. Useful Contact Information

1. Our Code of Practice

We have put this Code together to provide you with up to date information about our products and services and to help you contact us if you have any technical or customer care questions or general enquiries. Your satisfaction with our service is of the utmost importance to us. All members of our staff are aware of the Code and will follow the Code at all times to make sure that any complaints or queries are dealt with as quickly and fairly as possible. This Code has been produced as part of our obligations as a Communications Provider under the Communications Act 2003. We review the Code quarterly to ensure it is up to date and reflects any changes in our business.

To help any of our customers with special needs this Code and any of our literature is available in large print, Braille or audio format. If you need help with any of your special needs, please contact our customer services by telephone on 020 3021 1800 or support@vonagebusiness.co.uk. You can also write to us at Vonage Limited, 3rd Floor, The Bonhill Building, 15 Bonhill Street, London, EC2A 4DN.

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2. About Vonage

Vonage Limited is a company registered in England with company number 05199171. Our registered office is located at c/o Taylor Wessing LLP, 5 New Street Square, London EC4A 3TW.

Our Vonage Business Phone System services are sold as a business service for use in the course of your business. You can find out about our services by visiting vonage.co.uk.

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3. Customer Service

Customer satisfaction and quality of service is of the utmost importance to us. If you have any questions, you can call us on 020 3021 1800 or email Vonage Support at support@vonagebusiness.co.uk. Our customer service staff are available from 9 a.m. to 5:30 p.m. Monday to Friday to handle customer billing and customer care questions.

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4. Sales and Marketing

We market our products and services through a variety of channels including press advertising, Internet, targeted leafleting, telemarketing and agents. If you indicate to us that you do not wish to be directly contacted we shall cease to have any further sales contact with you. In addition, we take steps to ensure that telephone numbers called are not listed on the Telephone Preference Service. You may register with the Telephone Preference Service or the Corporate Telephone Preference Service at any time. Further details can be obtained from the Telephone Preference Service website at www.tpsonline.org.uk/tps/.

If you wish to order our products and services you can contact us by telephone on 020 3021 1800 or via our web site at vonage.co.uk. Our Terms of Service will be made available to you before you make any contractual commitment. An early termination charge will apply if you cancel within your minimum term. We may disconnect the service if you breach our Terms of Service. If you have any questions about our Terms of Service simply contact us by telephone on 020 3021 1800 or support@vonagebusiness.co.uk.

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5. Technical Problems

We aim to provide you with all the help you need to understand how to use the service and to help you with any technical problems you may experience. We aim to attend to any faults as soon as possible.

If you have any technical questions simply telephone us on 020 3021 1800 or email us at support@vonagebusiness.co.uk.

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6. Pricing and Billing

Up to date pricing information is available at vonage.co.uk and upon request by calling 020 3021 1800. Our billing terms may vary depending upon the products or services supplied but we make sure you are aware of our payment terms before you enter into a contract with us.

We provide itemised bills clearly showing the charges for using our service. If you have any billing queries or difficulties please call us on 020 3021 1800 or contact us at support@vonagebusiness.co.uk. In the case of non-payment or late payment we may impose a credit limit on your account and/or require a deposit as security for paying bills. We have the right to charge interest on any overdue amount. We may also suspend or terminate the service if you do not make any payment when due.

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7. Premium Rate and Number Translation Services

Premium Rate Services

Premium rate numbers begin with 090, 0871/2/3 or 118.

PhonepayPlus is the regulatory body for all premium rate services. PhonepayPlus regulates premium services through its Code of Practice. PhonepayPlus's role is to prevent consumer harm by ensuring service providers are responsible for clear and accurate pricing information, honest advertising and service content and appropriate and targeted promotions.

PhonepayPlus investigates complaints and has the power to fine companies and bar access to services if the PhonepayPlus Code of Practice is breached. PhonepayPlus can also bar any individual behind a company from running any other premium rate services under any company name on any telephone network for a defined period. PhonepayPlus deals with lesser problems by issuing formal reprimands or ordering companies to obtain prior approval before launching a premium rate service.

PhonepayPlus's complaint service is free to consumers and is fully independent.

PhonepayPlus only deals with complaints about premium rate numbers:

  • numbers beginning with 090 or 0871/2/3
  • directory enquiry services operating on numbers beginning with 118
  • reverse-billed SMS operating on shortcodes (shortcodes are four or five digits long).

Making a complaint

You can make a complaint to PhonepayPlus in a variety of ways. However, before doing so, you should visit PhonepayPlus's on-line premium rate number checking facility for instant information about the number in question. This facility is available at: http://www.phonepayplus.org.uk/about-us/number-checker

You can make a complaint to PhonepayPlus in the following ways:

  • If you have a hard copy of the promotion in question (i.e. a page from a newspaper or magazine), you should make your complaint in writing with a copy of the promotion to: FREEPOST RTJJ-RLGS-HRJK, PhonepayPlus, 25th Floor, 40 Bank Street, E14 5NR
  • By submitting an online enquiry to: http://www.phonepayplus.org.uk/for-consumers/making-an-enquiry/submit-an-online-enquiry
  • By calling the PhonepayPlus free helpline on 0800 500 212 between 9.30am and 5.00pm, Monday to Friday (excluding bank holidays).

Rates

You can find our rates for calling premium rate numbers in our Vonage Business Phone System .

Calling a premium rate number is more expensive than calls to other landline numbers. Premium rate numbers operate on a revenue share basis. The service that you access through dialing a premium rate number is paid for through your telephone bill. This means that a large part of the revenue generated from the call goes to the service provider responsible for offering the service. In effect the cost of the call is used to pay for the service being offered - the call is a payment mechanism for the service.

Disputes

We are members of the Ombudsman Service Adjudication Scheme. If you have a complaint about a call to a premium rate number appearing on your phone bill that we cannot resolve, the Ombudsman Service can investigate the matter for you. Details of how you can contact the Ombudsman Service are in the chapter on Complaints and Dispute Resolution below. Additionally, if you make a complaint to PhonepayPlus they can investigate the complaint and if the complaint is upheld order the premium rate service provider to pay you a refund. In circumstances where your telephone has been used without your permission to call a premium rate number PhonepayPlus may also be able to order that the service provider pays compensation to you.

Number Translation Services

Number translation services (NTS) numbers begin with 05 or 08. You can find our rates for calling NTS numbers in the Vonage Business Phone System . Our rates for calls to NTS numbers vary by time of day and whether the call is made during weekdays or at weekends. There is no charge for calls to 0800 free phone numbers. Your monthly subscription package does not include calls to 0845 and 0870 numbers - these calls are charged separately.

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8. Complaints and Dispute Resolution

We are committed to addressing any complaints as fairly as possible and within a reasonable time. For details of our complaints process and referring your complaint to the Ombudsman Service for independent consideration please see our Customer Complaints Code.

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9. Your Privacy

We are committed to the privacy of our customers and those who access our website and to compliance with the Data Protection Acts of 1984 and 1998 to ensure that data collected by us is processed properly.

Our Privacy Policy is published on our website at www.vonage.co.uk/legal/privacy-policy/.

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10. Social Responsibility

We take our social, health and safety, environmental and employee relations responsibilities very seriously. In addition, we are fully aware of our regulatory responsibilities as a communications provider and in particular requirements of regulatory bodies such as Ofcom.

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11. Useful Contact Information

Ofcom
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Online: http://consumers.ofcom.org.uk/complain/phone-and-broadband-complaints/
Web site: www.ofcom.org.uk
Tel: 0300 123 3000 or 020 7981 3000

The Ombudsman Service
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Email/Contact Form: http://www.ombudsman-services.org/contact-us-communications.html
Web site: http://www.ombudsman-services.org/communications
Tel: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600

Telephone Preference Service (TPS)
DMA House
70 Margaret Street
London
W1W 8SS
Email: tps@dma.org.uk
Web: www.tpsonline.org.uk
Tel: 0845 703 4599
Fax: 020 7323 4226

PhonepayPlus
25th Floor
40 Bank Street
London
E14 5NR
Web: psauthority.org.uk/
Tel: 0800 500 212

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Last updated: 1.1.16

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