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Terms and Conditions |
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CODE OF PRACTICE
About eZe Talk Limited
We use BT plc or OPAL telecom Limited to carry your calls to provide a range of voice services to
customers both residential and businesses.
We are a private limited company wholly owned by the directors and shareholders.
This code of practice out lines our commitment to you our customers and our expectations from our staff and the company policies
we institute.
eZe Talk Limited Code of practice
The purpose of this document is to outline to you our valued customer the relationship we have with you
and our commitment to you to resolve any problems which may occur during the relationship with us.
1. eZe Talk Limited
eZe Talk Limited also trading as No Bill, eze-gift and Fare-Talk. The company offers a fixed land line
telecommunications service to the residential and business market place.
2. Product
The main service offered by eZe Talk to consumers is the routing of outbound telephone calls made from
a BT line.
eZe Talk uses Carrier Pre-Selection (CPS) which is the service which allows BT customers to pre-select an alternative carrier
to deliver certain categories of calls and to be billed directly by that carrier without the need for codes to be dialled
before each call or the need to have a router box plugged into the line. eZe Talk uses the "ALL CALLS" option by
which all calls which can be carried over CPS are routed over eZe Talk. Calls such as 999 and operator services are
handled by BT together with some special number ranges. CPS is applied at eZe Talk's request by BT to their network
so that when you dial a number, BT recognises that the call should be carried by eZe Talk.
For more consumer information on Carrier Pre-Selection, the Ofcom Consumer Guide is at the following address:
http://www.ofcom.org.uk/static/archive/oftel/ind_groups/op_policy/cpscgm/docs/cpsconguidev3.pdf
Range of services
Non Geographic numbers
- We offer fixed line calls, 0800, 0870 and 0845 NGS numbers.
- Number portability is carried out if the number is owned BT or Cable & Wireless.
Land line
- BT plc and OPAL Telecom Limited as our main suppliers.
Broadband
- We use Net Services plc for provision of our broadband packages to our customers.
Directory Enquiry service
- We offer 118114 directory services, supplied by OPAL to our customers.
3. General philosophy
We have a company philosophy where the customer must never wait for a response to any query for more
than 12 working hours. We respond to all queries with a human being answering the telephone. The company values the customer
referral process and the business has developed over the past 4 years with this principle in mind.
4. Customer Service
The companies web sites www.no-bill.co.uk, www.ezegift.com and www.eze-talk.com contain further details the method of business we adopt with our customers. The sites contain our published call rates, terms and conditions and methods to join our service.
- Provision – To order any of our services, in the first instance please contact our Customer Service and
Customer Applications department, call 0870 460 4731
- Cancellation – We ask you to give us 28 days notice to cancel to enable the CPS cancellation to be processed
with BT. We record the reason for customer cancellation and respect the customer’s decision should they wish
to cancel.
- Faults – We respond to customers who cannot make calls by recording the fault with BT or OPAL telecom, who
issues a fault request number, this is relayed to the customer and monitored until resolved.
- Reconnection – Any reconnections are handled by Customer Service and Customer Applications, call 0870 460 4731.
If reconnection is due to a non paid account we reserve the right to charge a reconnection fee and limits may apply
on your account.
Billing
We operate our own in house billing system, which caters for all our services.
Wherever possible all payments are taken by direct debit, we offer credit/debit card and cheque payments if requested,
we aim to bill on or around the 12th of each month (daily billing is in place for customers who use our packaged call
services), direct debits are applied for and taken 10 working days from the invoice date. We bill monthly for calls
made in the previous month.
We can with prior agreement take the following payment alternative methods:-
Telebanking, Credit/Debit card, Cheque
Please contact the Billing department to discuss these options.
- We offer itemisation above 50 pence, should a customer request full itemisation we will apply this request to
their account.
- We have documented procedures to handle debtors who result in disconnections (for non-payment). These are available
upon request.
- We bill by the minute. Pricing, full details on tariff information is contained on the companies web sites
www.no-bill.co.uk, www.ezegift.com and
www.eze-talk.com or by telephone contact with Customer service and customer
applications 0870 460 4731.
5. Complaint handling and resolution process
We are committed to providing you with the best value residential telecommunications
service in the UK. We understand that faults can occur, and when they do, we want to correct them quickly. We provide a
comprehensive complaint handling process to solve your problem as soon as possible.
When you call us, a customer service adviser will note the details of the problem and will agree a course of action with
you. Due to the complex nature of some queries, these may take a little longer to resolve.
If you are not happy with the response you receive you may ask for the matter to be referred to a senior manager for
further investigation.
In the rare event we are unable to resolve your problem we will write to you informing you of the position. This is
sometimes called the 'deadlock' letter. When you receive this letter you have the right to refer your case to the
Ombudsman, also if after three months from first making the complaint and you do not hear from us you can contact
the Ombudsman. The deadline to bring the complaint to Otel is nine months after first making the complaint. The
Ombudsman's contact details can be found below. The Ombudsman will want to ensure that you have followed this process
before contacting him. If this is not evident the Ombudsman is likely to refer the matter back to eZe Talk for resolution.
An application to the Ombudsman does not relieve you from any obligation you may have to pay any amounts not in dispute.
Dispute resolution
eZe Talk is a member of the Telecommunications Ombudsman scheme, which provides a free, independent, service to help
sort out complaints when customers and telecoms companies can't agree. It is run by the Office of the Telecommunications
Ombudsman, Otelo for short. Otelo's job is to investigate complaints fairly, listen to both sides of the story and look at
the facts. If the Ombudsman decides your complaint was justified eZe Talk will honour his decision and put things right
for you. To find out how the service works and what it covers, please ask for a copy of Otelo's complaints booklet
'Two sides to every story' by phoning 0845 050 1614. The scheme provides a straightforward alternative to legal action.
Their contact details are:-
Office of the Telecommunications Ombudsman (Otelo). Wilderspool Park, Greenhalls Avenue Warrington WA4 6HL Contact
number: 0845 050 1614 Fax: 01925 430059 Email: enquiries@otelo.org.uk
Web site www.otelo.org.uk.
If you need further advice
Ofcom
Ofcom (Office of Communications) is the main regulator for the communications industry. Their contact details are as follows:-
Office of Communications (Ofcom), Riverside House, 2a Southwark Bridge Road, London SE1 9HA Contact number: 020 7981 3000
Fax: 020 7981 3333 Email: contact@ofcom.org.uk web site:
www.ofcom.gov.uk
6. eZe Talk full Contact details
We aim to respond to all email requests with 8 working hours and to resolve all telephone
enquiries at the point of enquiry.
- Billing department contact telephone number 0870 460 4732
- Operations department contact telephone number 0870 460 4751
- Credit control department contact telephone number 0870 421 1238
- Customer service and customer applications 0870 460 4731
- General enquiries contact telephone number 0870 787 0078
- Fax number 0870 787 0079
- Office manned from 8.00am to 6.00pm Monday to Friday
- Out of hours service 24/7/363
- Email enquiries support@no-bill.co.uk.
info@ezegift.com or info@eze-talk.com
The companies web sites www.no-bill.co.uk,
www.ezegift.com and www.eze-talk.com
7. Your rights and obligations
Data protection
We may collect personal information about you from a number of sources. These may include:
The customer agreement, i.e. the agreement that you sign when you take a service from eZe Talk - this may include
your name, address, other contact details and banking details
If you contact us with an enquiry
From direct marketing organisations
From other publicly available sources such as the electoral role
eZe Talk is registered under the Data Protection Act and takes all reasonable steps to ensure that there is no
unauthorised access to your personal data.
We may use the personal data that we have to promote eZe Talk's products and services but these details will not
be passed to any other organisations for marketing purposes unless you have authorised us to do so.
In some circumstances we may supply information to organisations such as the police and other governmental agencies
where the law permits us to do this.
We may record phone conversations in order to provide training services or to provide evidence of a transaction.
If you wish to know what personal information eZe Talk holds on you, you can obtain this by writing to us. Please write
the following address.
Data Controller eZe Talk Limited Hays House, 25 Albion Street, Hanley, Stoke on Trent ST1 1QF
You may wish to stop unsolicited telemarketing calls from other organisations. You may do this by calling the Telephone
Preference Service (TPS). Register on line at www.tpsonline.org.uk or call 020 7766 4420.
You should note that if you have previously told us that you are happy for us to contact you by telephone, registering
with the TPS will not revoke that consent. You therefore also need to contact us directly to let us know about your
change of mind.
Terms and Conditions
EZe Talk provides terms and conditions which are available on request from our customer service advisers on 0870 460 4731
or on our website at www.eze-talk.co.uk
Services for disabled and elderly customers
If you are older or may have a disability and wish to discuss any special telecommunications requirements you may have
then please contact our customer service centre on telephone number 0870 460 4731 and we will try and accommodate your
requirements where possible.
Protection and support of vulnerable groups
eZe Talk is a supplier of telecommunications service to residential customers. We understand that some of our customers
may have special needs and so require particular attention. It is our policy to assist any customers who may have
difficulty using telephony services whether they have a disability or are from other vulnerable groups.
Phonebook entry
If you have a BT line then using eZe Talk's carrier pre-select services will not affect your phonebook entry. In this
case, you have a right to be included in the BT phonebook and directory enquiries, free of charge. You may also choose
to be ex-directory.
8. Communications with customers
It is our policy to maintain contact with our customers on a regular basis. We may call you or
write to you from time to time to inform you of any new services and to review your current telecommunications requirements.
We aim to keep this Code of Practice up to date and you may obtain a copy from our customer service advisers on 0870 460 4731
or on our website, www.eze-talk.co.uk.
9. Social Responsibility
Premium rate number bar
The provision to bar premium rate numbers being called/dialled is a service we offer which we believe is a vital
protection for our residential customers, especially in light of known computer viruses on the internet. To request
this free service call our customer service advisers on 0870 460 4731
Malicious Calls
We understand that annoyance and distress that can be caused by malicious calls and take this problem very seriously.
If you are receiving malicious calls we would like to provide you with every assistance to try to resolve the problem.
This may involve working with BT, the police and other network operators where appropriate. You should be prepared to give
evidence if the caller is traced and brought to court. We may also recommend that you change your phone number and ask
for this to be ex-directory if you continue to receive such calls.
To report any malicious calls we would recommend that you call their Nuisance Call Advice line on 0800 661441.
10. Approval and Review of Code
This Code is approved the Office of Communications (Ofcom) and is reviewed annually by eZe Talk Limited.
11. Further Information
Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Call 0845 456 3000
Fax 020 7981 3333
Email: contact@ofcom.org.uk
Website : www.ofcom.org.uk
The Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS)
Fourth Floor
Clove Building
4 Maguire Street
London SE1 2NQ
Call 020 7940 7474
http://www.icstis.org.uk/icstis2002/default.asp
Office of the Telecommunications Ombudsman (OTELO)
Wilderspool Park
Greenall's Avenue
Warrington
WA4 6HL
Call : 0845 050 1614
Fax : 01925 430059
E-mail: enquiries@otelo.org.uk
Website: www.otelo.org.uk
Fax Preference Service
If you do not wish to receive unsolicited telemarketing faxes, register on line at
www.fpsonline.org.uk or call 020 7766 4422.
12. Special needs
This code of practice is available in large print and Braille upon request.
... eazy!
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