Complaints

Code of Conduct

This code is intended to state publicly how we will act in the conduct of our business.  We value our customer relationships and will endeavour to do everything possible to ensure that our customers are satisfied with the services that we provide.

About this code

This Code of Conduct has been written in response to the General Condition of Entitlement (GC) 14.2 and GC 14.4 (Codes of Practice and Dispute Resolution) as set out in sections 52 to 55 of the Communications Act 2003.

The processes described in this document are in reviewed on a regular basis to ensure best practice by ElemenTel’s employees, thereby ensuring corporate responsibility, quality assurance and satisfaction amongst our developing customer base.

Distribution of this Code

This code will be distributed internally within ElemenTel via the company intranet and within new staff training material.

The code will be made available to the public externally free of charge via our website www.elementel.co.uk.

Complaint Handling Process

The ElemenTel Complaint Handling Process ensures that any complaints are examined and their validity established. Corrective actions can then be assigned as necessary to prevent similar instances from occurring and to provide a better service to the client.

The complaints procedure applies to any activities that are suggested by a customer to be of an unsatisfactory standard. Any complaint received from a customer concerning the actions taken by ElemenTel shall be logged and, if it cannot be resolved at departmental level, will be escalated and referred to a member of our Customer Services Team.

The Customer Services Team member will discuss the complaint with the customer and liaise with the head of the department concerned and fully investigate the claims made. Activity on the account may be suspended pending investigation and response to the complaint. The Customer Service team member and the head of the department concerned will investigate and implement corrective action as required.

The management of complaints is monitored to ensure that all cases are handled within a reasonable time period and that a satisfactory resolution with the client is reached. All relevant actions taken in investigation and resolving customer complaints are logged. All correspondence is stored on file.

In the event that a customer is dissatisfied with the outcome, the complaint will be escalated to the General Manager who will seek further to resolve any remaining issues. In the event that we are unable to resolve a complaint to our mutual satisfaction we actively refer the complaint to Ombudsman Services.

Analysis of the complaints can identify if subsequent complaints relate to areas that should have been addressed by previous corrective actions. Instances where complaints still arise after corrective action has been implemented are reported to the Director.

Alternative Dispute Resolution (ADR) Procedure

If the complainant remains dissatisfied with our response we will encourage the complainant to contact the telecommunications dispute resolution organisation, Ombudsman Services, for an independent assessment and assistance with obtaining a satisfactory resolution of the matter.

Contact details for Ombudsman Services are as follows:

Ombudsman Services: Communications, The Brew House, Wilderspool Park, Greenall’s Avenue, Warrington, WA4 6HL

www.ombudsman-services.org

Contact Details

Company Name: ElemenTel Ltd

Registered Office: Chancery House, Premier Way, Abbey, Industrial Estate, Romsey, Hampshire, SO19 9DQ

Customer Service Contact Number:
Tel: 0330 024 8998
Email: support@elementel.co.uk

Customer Rights

We aim to ensure that the terms and conditions under which we trade are clearly communicated to our customers at point of sale. We always provide customers with a copy of all contractual documentation that they have signed at the time of sale.

We maintain a database of customer information. We comply with all aspects of the Data Protection Act 1998.  Customers may request a copy of the information that we hold about their business.

Cancellation of Services

Customers are entitled to cancel services in writing at any time. If this is prior to completion of the agreed contract period(s), early termination charges will apply, calculated in accordance with the terms set out in each individual contract. Detailed advice can be obtained on 0330 024 8998.

Compensations or Refunds

Where it is apparent that we have overcharged a customer in error we will issue an immediate refund upon customer request. The full extent of our liability for direct or indirect costs, loss of profit or goodwill is clearly set out in the contract documentation which is signed by every customer at point of sale. Customers should refer to their Order Form terms and conditions for further details.

In the event of a billing error, we will immediately investigate upon notification by our customer and if appropriate, will rectify the error on the next invoice. Full itemisation of call charges is available at an additional cost.

Annual maintenance contract charges are invoiced prior to each anniversary of contract commencement. Payment must be made prior to the annual renewal date in order to ensure service continuity.

Other invoices are dispatched as and when other services are provided. Except by prior arrangement, these are payable upon completion of the work to which the charges relate. We endeavour to ensure that invoices provide a clear explanation of the nature of the charges and due date.

Equipment Warranty

All Samsung telephone equipment is supplied with a 12 month warranty. If this equipment is faulty, it will be replaced free of charge within the first twelve months following installation.

Equipment supplied from other manufacturers will be sold with a warranty period equivalent to that offered by the manufacturer.

All customers are given the opportunity to sign a maintenance contract for their telephone equipment. This gives an extended warranty and covers all charges for faulty Samsung equipment replacement and engineering charges during the term of the contract. This does not cover peripheral or third party equipment or items.

Maintenance and Repairs

Technical enquiries are logged upon receipt of a telephone call, email, or via our web site.  Depending on complexity they may be dealt with upon first contact or placed in a queue to be dealt with by call back in order of priority.

The level of service offered and response times are constantly monitored to ensure that customers receive a prompt and efficient response to all enquiries.  During office hours, we aim to achieve an initial response to all technical problems within an hour of notification.