Sales and Marketing Code of Practice
This Code provides a clear summary of the sales and marketing policies for our fixed-line telephony products. Further details can be found in our main Code of Practice. This can be found at www.eze-talk.com
eZe Talk Limited is an independent telecommunications company and is a leading provider of telecommunications solutions to business and residential customers. Offering fixed line telecoms services in the United Kingdom. For the most up to date information, please refer to our website at www.eZe-Talk.com.
This Code does not affect your rights as a consumer and is not contractually binding on you or eZe Talk. A copy of this Code is available to customers at www.eZe-Talk.com. If you would like to obtain printed copies of this Code free of charge, or a copy in large print, please let us know at the address below.
Contact details
If you wish to speak to one of our Sales or Customer Care representatives, you can reach them all day, every day (except public holidays) by calling 0845 017 9878 option 4 . Calls are charged at up to 5p a minute from a BT line and may be monitored for training purposes.
Commitment to Quality
Our service is built up over the past eight years of building our business, we are proud that our business is an independent business and that our growth is also delivered by referral from our existing customer base and the preferred status we hold with several esteemed organisations.
The purposes of these commitments are:
To provide you with a standard of protection provided by law;
To ensure that our sales and marketing activities are practiced in a responsible manner and deliver good practice
eZe Talk Residential Limited (Trading as eZe Talk) is registered in England (Company number 4122939)
Our Commitment to you
Our commitments within these Codes deal with any concerns arising before, during and at the point of sale, with particular emphasis on the avoidance of mis-selling and misrepresentation. Our main aim is to ensure that you understand the services offered and the key terms of any contracts you are entering into.
eZe Talk believes in providing the highest levels of customer service and satisfaction. We are constantly reviewing our services and processes in order to provide our customers with the best service available today.
We do not want as customers those who have been mis-sold or had our service misrepresented so we welcome any feedback from customers who feel so sold to. It is our mission to remove any sales activity that causes these problems.
Sales, marketing, advertising and promotion
We approach customers in many ways - by press advertising, promotions, post, fax, electronic mail, telephone or in person. In all cases, eZe Talk employees and representatives and agents must act responsibly and comply with this Code, and any other relevant codes of practice, laws and regulations.
We aim to ensure that our advertising and promotional literature is clear, unambiguous, accurate and fair, containing no false or misleading information about price, value or service. We will not denigrate other service providers or claim to be acting on behalf of them.
We will respect your wishes where you have registered with any relevant preference service, including the Mailing Preference Service, the Telephone Preference Service, the Fax Preference Service and the E-mail Preference Service.
All sales agents will be regularly monitored for quality purposes. In the case of call centre sales staff recordings will be maintained for 6 months to monitor the process, a process of reviewing a sample of calls made will be followed and corrective action will be taken, if any issues arise from this process.
The way we pay our Call centres will not encourage poor sales practice and non-compliance with the commitments in this Code. All our call centres have signed up to our "Quality Assurance Guarantee", the effect of breaking this guarantee is significant to the call centre.
General
Sales Representatives must clearly identify the business (eZe Talk) and the purpose of the contact at the beginning of the conversation.
Sales Representatives must be courteous, use appropriate language and offer clear and straightforward explanations. Representatives must cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long.
Sales Representatives must take care to ensure that customers entering into contractual agreement understand all details and information provided to them.
Sales representatives must not sell to vulnerable individuals. Calls to individuals who clearly do not understand or are confused by the call or whose first language in not English must be politely ended.
Sales representatives must not direct sales to those who are under the legal age for entering into contracts, being under aged 18. Sales representatives must ensure that the person agreeing to the sale is authorised to do so by being the account holder or confirming that they are an authorised decision maker for that household or business.
We will not accept sales from those who are over 75 years of age who clearly does not understand the service being offered. All calls are listened to independently and any call where the potential client is unclear or confused will have the sale withdrawn.
Payment for services must be made from a UK residential bank account, by Direct Debit.
At the customers' request, full written information about tariffs must be made available.
Although we pride ourselves on our standard of service, we may occasionally get it wrong. If you're unhappy with the service you've received, please tell us and we will do all we can to resolve the matter quickly and satisfactorily.
We will always try to resolve the matter during your first telephone call but if we can't, we will give you an approximate timescale and return your call.
If you feel your complaint has not been resolved and you remain unhappy please follow the steps below:
1. Contact our Customer Services in any of the following ways:
On the call number 0845 017 9878 option 4; or, by fax 0845 017 9879,
By emailing us at customerservices@eze-talk.com; or
By mailing your complaint to the following address:
eZe Talk Limited, Kingsley house, Eaton Street, Crewe, Cheshire CW2 7EG
2. Our Customer Service Advisor will do his/her best to fully resolve your complaint.
3. If you are not satisfied with the way in which the Customer Service Advisor proposes to deal with the issue, you should ask to speak to a Customer Service Team Leader. If that person is not immediately available, they will contact you to review your complaint within 8 working hours and endeavour to resolve it quickly.
4. 4. If you still not satisfied and the issue remains unresolved after dealing with a Team Leader, you should ask for the issue to be escalated to the Complaints Department, we will now require a letter from you addressed to the Complaints Department detailing the full nature of your complaint. When received this will be allocated a Formal Complaint "ticket" number and your complaint will be investigated as a Formal complaint.
5. There now is a maximum of 8 weeks in order to resolve your complaint
6. We hope it won't come to this but if, after dealing with the Compliance Department, you are still unsatisfied with our response and we have written to you with our final position (known as 'deadlock') or we have not resolved your concerns within 8 weeks, you will now be able to contact an independent arbitrator. You will now have a period of not more than 6 months to register your grievance.
The contact for the independent arbitrator service is:
CICAS, 24 Angel Gate
City Road
London EC1V 2PT
Email: info@cisas.org.uk
Tel: 020 7520 3827
Fax: 020 7520 3829
Recruitment and sales training
We have strict procedures for the recruitment and selection of all staff (or any sub-contractors) who have direct contact with customers. This includes identity and security checks.
We endeavour to have adequately trained sales staff able to give accurate and clear information about our fixed-line telephony services to potential customers. Our staff are aware of the industry practices in the UK that allow customers to change provider and the conditions which apply.
Our staff understand the various packages and services offered as part of eZe Talk and how they compare to competing products. They will be able to explain the ordering process, our prices, the terms and conditions which apply and the process for cancelling a contract during the cooling-off period or at any time following commencement of the service.
We ensure that all our sub-contractors and agents have equivalent selection and training procedures in place.
Customer contact
Our sales staff do not make contact outside the hours of 8am - 8pm and do not telephone outside the hours of 8am - 9pm, unless you ask them to.
Entering into a contract - information, order forms and contracts
Customers will be given the following information in our product brochure/T's & C's in a clear comprehensible prominent and accurate manner:
Our company name, address and contact details
A description of the service chosen and how it works, including the cost of any standing charges (a full list is available on our web site)
Details of the payment terms
The process for provision of the service
Details of the right of cancellation and the process for exercising it
The period for which the charges remain valid
The minimum period of contract and minimum contract charges.
That we are an independent company
We will also send to all customers a letter setting out details of the transfer and the following information:
- Date of notification
- CLI(s) affected
- List of services affected/unaffected, e.g. Call Waiting
- Switchover date
- Our contact details for any queries
If you feel that you did not understand or did not intend to enter into a contract, we will terminate that contract without charge or other penalty if you let us know within the 7 days cancellation period (cooling off period).
We keep under review the procedures by which contracts are agreed and take appropriate steps to prevent recurrence of any problem identified.
Where relevant, sales conducted in this way will comply with the Consumer Protection (Distance Selling) Regulations 2000.
For internet orders, links to the terms and conditions of the agreement and the information referred to above will be clearly displayed and the information will be available to be easily downloaded and printed.
Non-compliance with this code does not affect the validity of any contract between the company and the consumer, unless the law states otherwise.
Moving home
Please call our Customer Services on 0845 017 9878 option 4. At least 28 days before you move so that we can make the appropriate arrangements and ensure that you are not charged for calls made from your old address once you have moved. A final bill can be sent to your new address once you have moved. It may not be possible to provide the telephone service at your new address, if this is the case we will tell you as soon as possible.
Data protection
eZe Talk Ltd is registered with the Data Protection Agency to hold information necessary to supply services to our customers.
Responsibility for compliance with this code of practice
If you feel that any eZe Talk representative has breached this code in anyway please contact the Sales Director at eZe Talk, Kingsley House, Eaton Street, Crewe, Cheshire CW2 7EG. Please provide as much information as possible to enable a full investigation to take place.