Introduction to our company and services
Channel Telecom Ltd is an independent company that delivers communications services to business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
Purpose of this Code of Practice
This code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website at www.channeltelecom.com. Additional copies are available on request and free of charge to any small business customer.
How to contact us
Please contact our Customer Support Team:
- By phone: 0800 1444900 from: 9am until 5.30pm Monday-Friday
- By email: firstname.lastname@example.org
- By fax: 0845 330 0017
- By letter: Channel Telecom Ltd, 102-104 Queens Road, Buckhurst Hill IG9 5BS
- Website: www.channeltelecom.com
Our commitment to you
We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.
Our products and services
- Landline telephones and landline calls
- WLR – Wholesale Line Rental and CPS – Carrier Pre-Selection
- ISDN – digital telephone lines
- Internet access via DSL (aka broadband) and leased line
- Hosted VoIP & SIP Trunk services, including hosted contact centre
- Non-geographic numbers (0800, 0844, 0845 etc)
- Wide area data networks (eg MPLS)
- Mobile telephone and data services
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0800 1444900.
We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website www.cap.org.uk.
Terms and conditions
When you ask to subscribe to a service from Channel Telecom Ltd we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 0800 1444900. We may carry out a credit check as part of our assessment procedures. The standard contract term for our services is 36 months.
We aim to provide services within the lead time we quote, subject to the availability and installation of any equipment and, where appropriate, lines to your premises. If we need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days after your order is placed or up to noon the day before the service is installed, whichever is the sooner. After ten working days we will charge you an administration fee as set out in your contract.
If you wish to terminate your contract within the contracted minimum term, please inform us in writing or via email. After the minimum term you can cancel any service by writing to us, but you must give us the notice defined in the contract. Where applicable we will charge you admin or early termination fees as set out in your contract.
Faults and repairs
Please contact our Support Team on 0800 1444900 or via email if you experience a fault with any of our services. We will aim to acknowledge the fault within 4 hours, and repair within the timescales appropriate based on the service you are renting.
Compensation and refund policy
Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within 30 working days. Any refunds that are due will be credited to the next month’s invoice.
We will bill you monthly (unless otherwise agreed). You can choose to pay us via a range of options including credit card, cheque and direct debit. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please contact our Customer Support Team. We provide itemised bills as part of our service to you.
If you have difficulty paying your bill, please contact us on 0800 1444900 as soon as possible and we will try to arrange a different method of payment. We do all we can to help our small business customers to manage their bills and avoid disconnection.
If you are moving premises
Please contact our Customer Service Team no later than 30 days before your move date. We will amend your account and billing requirements as necessary. Where relevant we will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.
Number porting and number transfers
We recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please contact our Customer Service Team.
You are entitled to a Directory Enquiry listing (including an entry in the Phone Book) for both your fixed (but not including VoIP) and mobile telephone numbers. If you do want your details included, please contact our Customer Service Team. There may be a charge.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website. Alternatively, copies are available free of charge and on request from our Customer Service Team on 0800 1444900.
We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team on 0800 1444900 to report the incident and for information on how to deal with it.
Services for people with special needs
We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability, including:
- Access to the Customer Service Team,
- Fault repair and assistance, and
- Additional help and support if you have difficulty paying your bill
Copies of this Code are available in larger print and other formats on request.
We comply fully with our obligations under the General Data Protection Regulation Act 2018.
Channel Telecom and all other UK communications providers are regulated under Ofcom’s General Conditions of Entitlement. These regulations apply to anyone who provides an electronic communication service or an electronic communications network.
More specifically, General Condition 24 regulates how communications providers are able to market and sell fixed-line telephony services to customers.
General Condition 23 regulates how communications providers are able to market and sell mobile telephony services to customers.
Channel Telecom’s Regulatory Compliance Policy
Channel Telecom’s aim is to be compliant with all regulatory requirements for its industry. We consistently work towards fulfilling these requirements by training and monitoring our people, auditing and updating our policies and processes so they reflect new and existing regulations.