Code of Practice

SuperLine Telecommunications Ltd. Trading as  "SuperLine"

Sales and Marketing Code of Practice for the sale of indirect fixed-line and mobile telecommunications services

1.

Background and Introduction

1.1

This Code of Practice is published by SuperLine Telecommunications Ltd., trading as 'SuperLine'. SuperLine Telecommunications Limited is registered in England and Wales under registered number 3945384 and has its registered office at : 46 Cannon Street, London EC4N 6JJ

1.2

SuperLine provide fixed-line and mobile telecoms services in the United Kingdom.

1.3

(a)      Optional CPS (carrier pre-selection services) - that is, the provision of call services (local, national, international) to customers with a BT line who request the service

(b)      Prefix-dialed access for all other customers including those with BT line, non-BT lines, and those with UK-registered mobile phones.

1.4

This Code only deals with the selling and supply of the services listed and does not affect the marketing or sale of other services.

1.5

This Code does not constitute a contract between you and SuperLine, but sets out some of the general principles to which SuperLine strives to adhere in the provision of the services outlined above and also provides further information in relation to specific services.

1.6

We reserve the right to change this Code of Practice at any time and for any reason. The latest version of the Code is available on our website at www.superline.co.uk.  A printed copy is also available upon request from our head office.

1.7

(a) phoning 020 7148 3333

(b) emailing sarah.hadley@superline.co.uk.

(c) writing to: SuperLine Telecommunications Ltd., 46 Cannon Street, London EC4N 6JJ

(d) faxing 020 7148 3334.

2.

SuperLine services - terms and conditions

2.1

SuperLine services are provided to customers under the terms and conditions which are available from our website www.superline.co.uk, or by calling our Customer Services Team. This Code does not form part of that agreement, and the material in this code is provided for information purposes only.

3.

Sales, marketing advertising and promotion

3.1

In its sales and marketing activities SuperLine uses its best efforts to act responsibly toward its customers and in compliance with all relevant laws or regulations.

3.2

SuperLine also ensures that its advertising and promotional materials comply with the British Code of Advertising, Sales Promotion and Direct Marketing. Furthermore, SuperLine strives to ensure that its promotional material is clear, unambiguous, accurate and fair, containing no false or misleading information about price, value or service. Whilst we often make price and service comparisons with the offerings of our competitors, we understand that we must not and we do not denigrate other companies.

3.3

We encourage members of the public who are concerned about the clarity or nature of our advertisements to call our customer service line and let us know.

4.

Recruitment and sales training

4.1

It is in the interests of SuperLine's prospective customers, the industry, and SuperLine itself, that its representatives and other customer facing staff are properly trained.

4.2

The conduct of the representatives who act on SuperLine's behalf is governed by, amongst other things, this Code of Practice. SuperLine understands its responsibilities in respect of the representatives who act for it and it is diligent in fulfilling those responsibilities.

4.3

SuperLine's Customer Services Manager is responsible for handling complaints relating to this code.

5.

Customer contact

5.1

At SuperLine, we endeavor to minimize the inconvenience that might be caused when making contact with prospective customers. Our sales representatives should clearly identify themselves as representing SuperLine. They should be courteous and should provide clear explanations.

5.2

We encourage the provision of feedback from anyone who feels that those goals, or any other aspects of this code, have not been met by our sales representatives.

5.3

SuperLine's representatives are instructed not to make visits to the homes of prospective customers:

(a)  during the hours of darkness; or

(b) outside the hours of 0800 to 2000.

5.4

Telephone calls may only be made during the hours of 0800 to 2100, unless previously arranged with the prospective customer.

5.5

SuperLine ensures that its door-to-door sales representatives are provided with an identity badge which clearly displays:-

(i)  the SuperLine brand;

(ii) the representative's name;

(iii) a photograph of the representative;

(iv) a unique identification number for that representative;

(v)  the expiry date for validity of the card and

(vi)  contact details of our Head Office

5.6

SuperLine's sales representatives are trained that when making a door-to-door sales visit or a sales call, they must immediately:

(a) identify themselves;

(b) state that they represent SuperLine Telecommunications Ltd.;

(c) explain the purpose of the call;

(d) give the prospective customer an estimate of the duration of the call; and

(e) if making a door-to-door sales visit, draw the prospective customer's attention to their identity card.

5.7

In their general conduct SuperLine representatives are expected to:

(a) be courteous, use appropriate language and offer clear explanations;

(b) not misrepresent the services being offered or the services of other providers;

(c) check that customers entering into contracts understand the terms of the contract, and intend to enter into them; and

(d) cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long.

5.8

SuperLine acknowledges that there are members of the community to whom it is not appropriate to sell services over the telephone or at their doorstep. In general terms, those are people who are elderly, or whose first language is not English, or who have special needs.

5.9

If one of those members of the community approaches SuperLine to obtain its services, SuperLine will happily provide service to them as a customer. However, if it appears to the salesperson during any telesales call or a door to door sale that the prospective customer is elderly, or has special needs or an incomplete grasp of English, they have been instructed not to continue with the sales process. We ask those people to contact our customer service centre directly if they are interested in taking a service.

5.10

Sales representatives establish at the beginning of a telesales call or a door-to-door contact that the person with whom they are speaking is at least 18 years of age.

5.11

Sales campaign records are maintained for at least 6 months. Both the date and approximate time of the customer contact must be recorded and retained.

6.

Entering into a contract - information, order forms and contracts

6.1

At SuperLine we aim to ensure that the messages the we convey during the sales process are 100% accurate and that those messages are properly understood by prospective customers. Our terms and conditions contain significant amounts of information, and it is the job of the sales representative to convey the key points about our services so that the customer can make a fully informed decision.

6.2

Very soon after the initial contact is made, the SuperLine door-to-door sales representative or telesales representative must establish that they are speaking to the account holder for the telephone line, or to someone authorized to make decisions in relation to that line.

6.3

SuperLine's customer application form makes clear the contractual nature of the document.

6.4

When making door-to-door approaches, prospective customers must be provided with following material in writing:

(a) full contact details of SuperLine, including its address, telephone, fax and email details;

(b) a description of the telephone service sufficient to enable the customer to understand what is being offered, and how it works;

(c) information about the major elements of the service;

(d) the arrangements for establishing the service, including the order process and the likely date of provision. Where there is likely to be a delay in the likely date of provision, the customer must be informed.

(e) information about the right of cancellation and the process for exercising that right;

(f) if the sales representative is selling a special offer for a limited period - the details of the duration of the offer;

(g) the minimum period of contract and minimum contract charges, if any.

6.5

Customers must be made aware of the existence of this Code. A copy of the Code appears at www.superline.co.uk and is available by calling 020 7148 3333.

6.6

When a customer signs an order form following a doorstep sale, or verbally enters a contract on the telephone, that customer will be sent a letter within 5 workings days which communicates:

(a) the date of notification;

(b) the telephone number(s) affected;

(c) a list of services, or method for accessing a list of services, which will or will not be affected by switching to the new provider;

(d) the date of switchover;

(e) the sender's contact details for any queries;

(f) information about the availability of customer service;

(g) what the customer must do if he or she wishes to terminate the contract;

(h) that SuperLine wants to ensure that the customer understands that they have entered an agreement, that the customer is happy to proceed with that agreement and that the customer should contact SuperLine if there are any concerns about how the sales activity was conducted.

6.7

Distance selling regulations

6.8

SuperLine understands and complies with the Distance Selling regulations. The key features of those regulations are:

1. the consumer must be given clear information about the goods or services offered;

2. after making a purchase, the consumer must be sent confirmation;

3. the consumer has a cooling-off period of 7 working days;

7.

Consumer protection and other legal requirements

SuperLine has an ongoing compliance program which endeavours to ensure that its marketing material, its selling practices, the terms of the provisions of its services and the way in which it provides those services, all comply with relevant regulations.

8.

Audit

8.1

We periodically audit the procedures followed by our selling representatives to ensure that they are compliant with, or will result in compliance with, the requirements of this code of practice.

8.2

We constantly take steps to improve those procedures, and to improve the quality of both marketing and individual sales.

9.

Customer complaints procedure

9.1

At SuperLine, we are committed to providing exceptional customer service. However despite our best endeavors, sometimes things go wrong. We want to know when that happens, so we can put them right as quickly as possible. If you are unhappy with the service provided please take the following steps:

Step 1

Contact our SuperLine Customer Services in any of the following ways:

1. on the Customer Services number 020 7148 3333; or,
 

2. by emailing us at support@superline.co.uk.;
 

3. by mailing following address: SuperLine Telecommunications Ltd., 46 Cannon Street, London EC4N 6JJ

4. by faxing 020 7148 3334

Our Customer Service Advisor will do his/her best to fully resolve your complaint.

Step 2 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 the Customer Services Manager. If that person is not immediately available, they will contact you to review your complaint and endeavor to resolve it quickly.

Step 3 If you are not happy with the proposed solution offered by our Customer Services Manager, you should ask that your complaint be escalated to a Senior Manager, who will then endeavor to respond within 2 working days.

We hope it won't come to this, but if you are still unhappy after contacting a Senior Manager within SuperLine, you have the right to refer your complaint to the Office of the Telecommunications Ombudsman (Otelo).

Otelo is approved by Ofcom to provide a free and totally independent dispute-resolution process for those customers whose complaints are unresolved twelve weeks after first making them or where we have issued a letter saying that the complaint has reached "deadlock". Otelo will ask you for a full account of the matter and contact us for our side of the story. They will then make a final decision and let you know the outcome.

You can contact Otelo by:

1) calling 0845 050 1614 or 01925 430049
2) emailing enquiries@otelo.org.uk
3) mailing them at PO Box 730, Warrington, WA4 6WU
4) faxing 0845 050 1615 or 01925 430059.

Otelo's website is at www.otelo.org.uk