AMCALL CODE OF PRACTICE
Introduction To McKinnon & Clarke Limited
McKinnon & Clarke Limited provides communications solutions to business customers throughout the UK under the Amcall brand.
Purpose Of The Code
This Code of Practice is intended for our residential and small business customers. It explains what products we offer you, how to purchase those products, the standard of service you can expect from us, and how you can complain if you feel that we have not met that standard of service.
The Code of Practice will be reviewed on an annual basis or following any significant event which materially affects its content.
Amcall Products And Services
Amcall provides a portfolio of services, which covers voice and data. For full details of our products and services contact us at enquiries@amcall.co.uk or contact your Account Manager.
Customer Enquiries And Ordering
For enquiries, product information or to order or amend your services, please call or visit our website:
You can order certain standard products online or over the telephone from one of our sales advisors.
Contract Terms
Before we provide you with any product or service we will expect you to sign our standard contract. A typical contract will consist of: an Order Form; Standard Product Terms and Conditions; and (if applicable) Bespoke Solution Terms and Conditions.
Terms and Conditions for Amcall products, including any minimum contractual periods are available by contacting your Account Manager.
Number Portability
Number portability is a process which allows customers to keep their existing phone number when moving between different telephone operators. Amcall offers this service on geographic (e.g. 01356) and non-geographic (e.g. 0845) numbers.
Please contact your Account Manager for further details.
Fault Handling
Amcall has a proactive approach to fault detection, identification and clearance and we typically identify most network faults before we receive any customer reports. This enables Amcall to locate and clear the problem more effectively, reducing the impact of any fault on our customers.
If you do encounter a loss of service or fault on equipment managed by Amcall, you can contact Amcall using the following number:
Telephone: 01383 745226
A number of products have dedicated contact numbers that are issued to you at the point of service activation that allow you to reach appropriate expertise quickly and efficiently.
Billing
You will be notified of any price variations in accordance with your contract for the products you have purchased.
Amcall can provide itemised billing, upon request, with a sufficient level of detail to allow you to verify and monitor your use of the Service.
Invoices will indicate a due date when payment must be made. This is 14days from date of invoice, unless otherwise indicated in your contract.
Your payment option is specified in our offer of service. This will normally be by direct debit. Please contact your Account Manager if you wish to discuss the payment option best suited to your needs.
If you do not pay your invoice on time, we will send a reminder. If we do not receive payment by the date on your reminder, our debt team will take further action and we may withdraw your service.
Should you have any difficulties in making payments, please contact your Account Manager.
Customer Complaints
Amcall strives continually to improve the way we serve our customers. We can handle your service issues in various ways, ranging from quick complaint handling to acting on customer feedback.
In the first instance you should register your complaint with Customer Services via the following:
Telephone: 01383 745226
Unresolved Complaints
If you are unsatisfied by the response you may request that your request is escalated, whereby you will follow our internal escalation procedure until you receive a satisfactory, or final response.
Further Escalation
If you are still not satisfied at our final response you may refer your complaint to the Telecommunications Ombudsman, where they may choose to investigate on your behalf. Details of the Telecommunications Ombudsman can be found below.
Data Protection
We are committed to protecting any personal information we may hold about you. Amcall will never use your personal data in such a way as to breach the Data Protection Act or any other relevant UK legislation.
Acceptable Use Policies
In common with other service providers, we have acceptable use policies (AUPs) which specify the standard of behaviour we expect from you when using our services. If you breach these AUPs we will bring this to your attention. Serious or persistent breaches of our AUP may result in withdrawal of your service.
Fraud
Amcall recognises the impact that fraud may have on its own business and on that of its customers. We work with our partners to ensure we combat fraudulent activity.
We are willing to discuss and provide as much information as required in the area of detection of fraud, crime or other legal acts, which may affect your business with Amcall.
Amcall operates a zero tolerance policy in relation to criminal and/or inappropriate activity. We will prosecute to the full extent of the law any crimes perpetrated against Amcall.
If you wish to discuss matters of security or fraud please contact 01383 745226.
Quality Policy
Amcall’s objective is to be the pre-eminent alternative Telecommunications provider for business customers in the UK.
We aim for excellence in all we do, and set our standards of performance to consistently exceed our customers’ expectations.
Our culture is performance driven but focused on quality service.
Problems You May Encounter
Malicious Calls
Your Account Manager is able to offer guidance and advice on how to cope with malicious calls by following some simple procedures, which may prevent further calls of this nature.
Customer Cancellation
The ability to cancel your Agreement depends on the Service that you have purchased and the Terms and Conditions applicable to that Service. If you are unsure as to your cancellation rights, please contact your Account Manager for further details.
External Organisation
OTELO
OTELO, the Office of Telecommunications Ombudsman is an independent company providing free of charge complaint investigations. OTELO is approved by the communications regulator, OFCOM.
Contact Details
OTELO
PO Box 730
Warrington
WA4 6WU
Tel: 0845 050 1614
Fax: 0845 050 1615
Web: www.otelo.org.uk
Email: enquiries@otelo.org.uk
OFCOM
OFCOM, the Office of Communications, is the new regulator for the converged communications industry.
If your complaint has not been resolved by us or by OTELO, or you require further information on the role of OFCOM, please contact:
Contact Details
Offcie of Communications
Riverside House
2A Southwark Bridge Road
London
SE1 9HA
Tel: 020 7981 3000
Fax: 020 7981 1333
Web: www.ofcom.org.uk
ICSTIS
If you have a complaint about premium rate services you should contact ICSTIS, the Independent Committee for the supervision of Standards of Telephone Information Services. ICSTIS is the industry-funded regulatory body for all premium rate charged telecommunication services.
It regulates the content and promotion of services through a Code of Practice. ICSTIS investigates complaints and has the power to fine companies and bar access to services.
ICSTIS investigates complaints about any promotion or service involving the use of a telephone connection (including Internet and interactive TV) to make a premium rate call.
Examples are:
- Services which start with the numbers 090
- Directory Enquiry (DQ) services operating on 118
- International services commencing +00 and which involve adult entertainment
- SMS text messages charged at a premium
- Information services (such as traffic and weather report services) on mobile telephone short codes
Contact Details
ICSTIS
Clove Building
4 Maguire Street
London
SE1 2NQ
or
ICSTIS
FREEPOST, WC 5468
London
SE1 2BR
Freefone: 0800 500 212
Fax: 020 7940 7456
Web: www.icstis.org.uk (online complaint form)
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