Consumer Code of
Practice
Cable & Wireless IOM
is a trading name of Cable & Wireless Isle of Man Limited,
Registered No: 106624C, Registered Office: St James' Chambers, 64a
Athol Street, Douglas, Isle of Man, IM1 1JE
EMERGENCY SERVICES
Calls to the following emergency services from
any telephone or mobile handset are free:
Fire/Police /Ambulance/Lifeboat
Dial 112 or 999
Note: Some office
systems (private exchanges / switchboards) use different codes for
emergency access. Please consult your company's own system
manual.
The aims of the Code of
Practice
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
Isle of Man.
Also included is our Customer Charter, which
sets out our intentions to provide excellent customer service
across the island. If on occasion we do not meet these high
standards, we also have developed a complaints procedure to help
you report your concern to us.
SECTION 1 How to contact
us
SECTION 2 Our main
services
SECTION 3 If you have a
complaint?
SECTION 4 Bill
payment
SECTION 5 Arbitration
SECTION 6 Our Customer
Charter
1. 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, General Enquiries & Customer
Service (24 hours): Phone: 07624 247247, Fax: 01624 615021
Fault reporting (24 hours): Phone: 07624
247247
If calling from outside the UK: Phone:+44 7624
247247
Note: The contact numbers listed in this
Code of Practice normally operate from 9.00 am until 5.30 pm,
Monday to Friday- unless otherwise stated. If you are dialling the
IOM from overseas, the full international code is +44 7624
247247
Confidentiality
Any information that you give us in order to
provide you with telecommunications services will be treated as
confidential and subject to the Laws of the Isle of Man on the
protection of personal data. Cable & Wireless IOM will
safeguard the privacy and confidentiality of all messages
(including voice and data) transmitted over its network, subject to
the relevant Laws of the Isle of Man.
Cable & Wireless Visiting You
Please note for your peace of mind all our
engineers carry Cable & Wireless IOM identity cards. If you are
in any doubt please contact us on 01624 692200 and we will verify
the identity of our Cable & Wireless representative.
Customers with
special needs
Some extra assistance is offered to customers
with special needs including disabled customers. For information,
please call 07624 247247 and ask for our Liaison
Officer for the Disabled, or write to:
Cable and Wireless Isle of Man
Limited, 2nd Floor, 14 Athol
Street, Douglas, Isle of Man, IM1 1JA
Cable & Wireless has offices in the
Isle of Man.
Our main offices: 2nd Floor,
14 Athol Street, Douglas, Isle of Man, IM1 1JA
2.
Our Main Services
Cable & Wireless Isle of Man Limited holds
a licence, which is issued by the Communications Commission, to run
mobile telecommunications services in the Isle of Man. This
includes domestic and international services providing a full range
of mobile telecommunications for the Isle of Man. Copies of
the Price List and Terms & Conditions for each of our services
can be obtained from our shop at 35 Strand Street, Douglas, Isle of
Man.
Retail
Store
Our store in Strand Street, Douglas is open
from 8.30am to 6.30pm, Monday to Friday, Saturday 9.00am to 6.00pm
and Sunday 12.00pm to 5.00pm, excluding Bank Holidays. The store
will provide information about our range of services.
You can pay by phone by calling us on
07624 247247 (and this is available 24 hours a
day, every day).
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)
Local & National Directory
Enquiries 118695
International Directory Enquiries
118161
Mobile
services
Mobile customers can choose to have their
mobile service on a pay monthly basis and pay by Direct Debit or to
operate a mobile via a pre pay service where you top up as and when
you need to use the mobile service.
We also offer a data service to allow access to
the Mobile Internet giving you web access and POP3 email. The
Mobile Internet service is available to both Cable & Wireless
IOM pay monthly and pay as you go mobile customers.
All customers that have suitable handsets can
set them up to use picture messaging (sometime called
mms). For configuration help please see
www.surecw.com
For customers who need email on the move we are
able to offer the market leading BlackBerry solution, which is used
by business and individual customers alike.
For all Sales, General Enquiries and Customer
Service (24 hours) please contact us at 247247
(national code 07624 247247), or if outside the UK
use +44 7624 247247, or visit our store in
Douglas.
Specialised services for
business
We offer business customers complete business
communications solutions including a comprehensive range of
handsets, consultancy and 2 specific mobile tariffs. We have local
expertise in communications technology including a resilient mobile
network and worldwide network connections.
We also provide an on-line portal for general
information. For information about our complete business
communications solutions please call Business Sales on
692200 or email us at
talk@surecw.com.
Service
guarantee
Cable & Wireless IOM will always attempt to
deliver products and services to the customer by an agreed date.
Should we fail to do so you may be due compensation.
3. What
should I do if I have a complaint?
Cable & Wireless IOM is licensed to provide
customers in the Isle of Man with mobile telecommunications
services.
If you are unhappy with any aspect of our
service, or the way in which we conduct our business with you, then
we want to know about this so that we can put things right and
improve the way that we serve our customers.
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: You can call us on
247247, or send a fax on
615021,
or e-mail us at
talk@surecw.com or write to:
Customer Complaints Cable & Wireless Isle of
Man, 2
nd Floor, 14 Athol Street, Douglas, Isle of Man,
IM1 1JA
If you have a complaint and we have not been
able to provide you with an answer immediately you may wish to ask
that your complaint is registered. If so, please write to us
at the address given above stating your wish to register together
with the details of the nature of your official complaint.
We have procedures to ensure your complaint is
investigated and resolved as quickly and efficiently as possible.
Our complaints procedures are monitored by the Communications
Commission.
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 Customer Contact Centre Manager by
calling 247247 during normal office hours (8.30 am
to 5.00 pm, Monday to Friday).
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.
Please give us the opportunity to resolve the
problem before taking the matter further.
Registered
Complaints
As a result of a complaint being registered
(received in writing) 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 Communications Commission 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.
Please give us the opportunity to resolve the
problem. We will categorise the complaint and aim to investigate it
within the time scales shown below:
Mobile Service -
Complaints
CATEGORY | TARGET TIME |
|---|
Billing | Within twenty working days of receiving your
complaint |
Network Quality/ Coverage | Within fifteen working days of receiving your
complaint |
Roaming | Within twenty working days of receiving your
complaint |
Miscellaneous | Within twenty working days of receiving your
complaint |
If a complaint or disagreement is not resolved
within the target period, either party may refer it to the Office
of Fair Trading, who will act as an adjudicator and assist in the
resolution process. Should a resolution not be achieved within
three calendar months the matter may be passed to the Director of
the Communications Commission (see Section 5 on Arbitration).
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
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.
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.
4. Bill Payment Code of Practice
Cable &Wireless IOM provides telephone
services for which we require payment. We may carry out a credit
check and refuse to provide service to you if the result of the
credit check is not satisfactory. In this Code of Practice we
describe how we request payment and the help that we can give you
if you are having problems paying your bill. We also explain what
action we will take if payment is not received.
Advising you of the payment
due
Your telephone bill is due for payment as soon
as you receive it. The date that we must receive payment by is
shown on the bill. This date is normally a minimum of 14 days after
the bill has been issued.
Debit and Credit Cards
Account payments can be made over the phone 24
hours a day by calling 247247.
Please have your customer account number ready,
plus details of your debit/credit card. Details of all payment
options are given on your bill.
Itemised Billing
Itemised billing provides information about
your call costs. You can opt not to receive itemised details of
every individual call above a threshold value, or summary details
of destinations called.
If you dispute any item on your
bill
If you disagree with any item on your bill, you
should let us know and then pay the undisputed amount while your
query is being investigated. The number to contact us on is
247247, or write to us at: Customer
Accounts, Cable & Wireless Isle of Man Limited,
2nd Floor, 14 Athol Street, Douglas, Isle of Man, IM1
1JA
Bill Payment Code of Practice - If payment is not received
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 (by calling 247247 or writing to the above
address), you risk disconnection of your service.
If you have payment
difficulties
It is important that you contact us straight
away if you are unable to ensure that we receive payment by the
date shown on your bill.
The number to contact us on is
247247, or you can write to us at:
Credit Control, Cable & Wireless Isle of Man,
2nd Floor, 14 Athol Street, Douglas, Isle of Man, IM1
1JA
The earlier we know that you are having payment
difficulties, the more help we can give you. If you advise us that
you are having difficulties paying an outstanding amount we will
offer one or more of the following solutions:
- A Repayment Plan. This 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.
- When appropriate, advice and information about how you can make
a claim if unauthorised calls have been made on your phone to
premium rate services.
Remember to tell us straight away if you find
that you are unable to ensure that we receive your payment by the
date shown on your bill. (Please call
247247).
Disconnecting telephone service if you do not pay your
bill
When a bill is sent to you and payment is not
received by the stated date we will apply the following
procedure:
- 21 days after the date of a monthly bill a
reminder will be sent, stating that payment must be made within a
further 7 days.
- 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.
Listed below are some of the other
circumstances where we reserve the right to disconnect your
telephone service:
- If you are found to have knowingly given
incorrect or incomplete information when you applied for telephone
service.
- If you break your contract agreement with us, or if we believe
that your service is being used in a way forbidden by your
contractual agreement.
- If you will not agree, or fail to honour a repayment plan.
- If fraud is suspected. Should we detect abnormal usage, we may
restrict your service immediately to avoid the build up of further
debt until we can contact you and establish the reasons for this
abnormal usage. If appropriate, we will then investigate further to
establish if fraud is taking place. We reserve the right to
prosecute in all cases of fraud.
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 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
a charge will be raised for any subsequent re-provision of
telephone service.
Credit Limit
A credit limit is applied to all pay monthly
mobile accounts. The following procedure applies:
- You will be sent a text advising you to pay part
or all of the money owing when your outstanding balance gets close
to your credit limit.
- If you exceed your credit limit your mobile
account will be set to receive calls only. The only outgoing
calls you will be able to make will be emergency calls to 112 /
999.
- It will be necessary for you to make a payment
against your outstanding balance to bring it below the credit
limit.
- Once your outstanding balance is below the
credit limit you will be able to make and receive calls.
- If you do not make a payment to bring your
balance below the credit limit you mobile service will be
suspended.
5. 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.
You may wish to approach the Isle of Man Office
of Fair Trading (details below). The Isle of Man Office of
Fair Trading is an impartial body and attempts to find a fair
outcome for all the parties involved in a consumer dispute.
If the Isle of Man Office of Fair Trading believes that a trader
has acted unreasonably it will advise you as to its conclusions and
assist you in obtaining a satisfactory resolution of your
complaint. You are also entitled to refer the matter
to the Communications Commission, which issues a
Telecommunications Licence to Cable & Wireless Isle of
Man. The Communications Commission will progress complaints
in whatever manner it considers appropriate and will advise all
parties of its conclusions.
Nothing in this scheme or process prevents you
from seeking to resolve your complaint through the Courts.
Contact details:
The Consumer Advisor
Isle of Man Office of Fair Trading
Address: Government
Building, Lord Street, Douglas, Isle of Man, IM1
1LE
Telephone: 01624
686500
Fax:
01624 686504
Communications Commission, IoM
Government
Address: Salisbury House,
Victoria Street, Douglas, Isle of Man, IM1 2LW
Telephone: 01624
677022
Fax:
01624 626499
Website:
www.gov.im/government/boards/cc.xml
Malicious Calls - How we can
help you
If you are unfortunate enough to receive
malicious or nuisance calls on your telephone, we may be able to
help you. These calls cause distress and inconvenience whether they
are menacing, indecent, abusive or silent. Making a
malicious, menacing, indecent or grossly offensive call is a
criminal offence.
If you are a victim, we aim to help you to stop
this criminal offence.
Guidance on the precautions to take, and where
to get further advice is available by calling or by visiting our
office in Douglas.
Our Customer
Charter
1. All
external calls into C&W will be answered within fifteen
seconds.
2. Calls
will only be transferred once.
3. If you
cannot connect the customer to the person they need to speak to,
explain that a message can be left on an answering service. Give
the customer your name and number and invite them to call you back
if they do not receive a response within two days.
4. You must
get back to the customer the same working day of receiving a
message on the answer phone, even if only to acknowledge their
message.
5. All
customer issues, whether raised by phone, letter or email will be
responded to within 5 working days.
6. If the
matter is complex and requires in depth investigation in order to
resolve, we will still contact customers within 5 working days to
explain the reason for the delay.
7. All our
correspondence with customers will name an individual C&W
member of staff with relevant contact details.
8. All our
written information will be clear, easy to read and free of
technical jargon, and include a telephone number to call.
9. All
goods on display in the stores will be clearly labelled and price
marked at all times.
10. Every customer who enters the
shop will be acknowledged within 1 minute.
11. We will keep all appointments
unless otherwise agreed (with more than 2 hours notice) with the
customer.
12. Any C&W employee taking an
enquiry or a complaint, will own that request or complaint until an
answer is given to the customer or the matter is resolved.
13. We will endeavour to explain in
full all the charges and costs associated with our services and
ensure that our pricing is transparent and simple with no hidden
costs.
14. Our promotions will be clear,
simple to understand and have no gimmicks or catches associated
with them.
15. We will endeavour to ensure
that all items on our price list are available for immediate
purchase or purchase on the same day. If we do not have in stock an
item that is on our price list, we will supply the requested item
within 7 working days or else offer a 10% discount on the marked
price in recognition of the inconvenience caused.
16. We offer a 'no quibble'
guarantee that any item purchased from us us and returned in the
same condition will be refunded within 7 days of purchase if a
customer is not satisfied in any way with the product or service
purchased.
17. We will always respect
confidentiality.
Issue 1, October 2007