Complaints and Disputes

Code of Practice Regarding
Complaint Handling and Dispute
Resolution for Domestic and Small
Business Customers

CONTENTS
1. INTRODUCTION
2. CONTACT DETAILS
3. ---
4. CUSTOMER SERVICE
5. HOW TO OBTAINS THIS CODE OF PRACTICE
6. ADDITIONAL INFORMATION

1: Introduction

Wightcable provides multi channel TV, Internet, and Telephone services to homes and businesses across the Isle of Wight.

2: Contact details

WIGHTCABLE (2005) LIMITED
Communications House
56 Love Lane
Cowes PO31 7EU
Registered in England No 547 0659, Registered address as above

Customer service phone number(s):
Customer services – 01983 242424
From a Wightcable line – 150 (free of charge)
Sales enquiries – 0800 785 1000
Out of hours technical faults messaging service – 01983 242484
Reception – 01983 295050
Fax machine – 01983 242486

Customer service e-mail: E-mail enquiries@wightcable.com

Web site: www.wightcable.com

Our services

Cable TV and Broadband are subscription services. Telephone lines are a subscription service and calls are charged either a fixed fee or by duration. Maintenance support is normally included within the charges. Further information from Customer Services or web site – see Section 2 above for details.

Access

Access is via Wightcable fibre network, wireless, and resale of BT exchange lines. To order services contact Customer Services – see Section 2 above for details.

Pricing information

Wightcable offers several different tariffs and they are available from Customer Services or web site http://www.wightcable.com/customers/. Full details are provided on tariffs for Number Translations Services and Premium Rate Services.

Contract conditions

Terms and Conditions of our contractual relationship with customers can be found in the customer service agreement. Contract periods are clearly identified and are either 12 or 18 months initially and monthly there after. Customers that cancel are required to pay rental charges until the end of the contract period.

Services can be cancelled within seven working days from when your order was placed at no charge. During cancellation periods, you remain liable for the costs of any services we provide.

4: Customer service

Compensation or refund policy

You may be able to claim compensation if we fail to repair your service when we said we would.

If you dispute your charges we will re-check the bill and you will be credited if there is a mistake.

Complaint handling process

If you should have cause to complain about our service, please contact us and let us know. It is through your feedback that we are able to review and improve the overall service we provide.

If you have a complaint, our formal internal complaints procedure is outlined below. We are fully committed to addressing all complaints by telephone. Should you wish to receive a response in writing then please ask.

If you are dissatisfied with our response we need to know about it as quickly as possible. Contact Customer Services by telephone or in writing, your letter will be acknowledged within 24hours of receipt.

Customer Services
WIGHTCABLE (2005) LIMITED
Communications House
56 Love Lane
Cowes PO31 7EU
Customer services – 01983 242424
enquiries@wightcable.com

If you remain dissatisfied you can ask to escalate the issue to the Customer Services Manager.

Spencer Barry
WIGHTCABLE (2005) LIMITED
Communications House
56 Love Lane
Cowes PO31 7EU
Customer services – 01983 240108
spencerbarry@wightcable.com

Alternative dispute resolution procedure

If we have not resolved your complaint to your satisfaction after 12 weeks, or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint through Otelo an independent alternative dispute resolution scheme.

Otelo
PO Box 730
Warrington
WA4 6WU
Telephone 0845 050 1614 or 01925 430 049
E-mail enquiries@otelo.org.uk
Web site: http://www.otelo.org.uk

5: How to obtain this Code of Practice

This Code of Practice is published on our Web site at www.wightcable.com. Additional copies are available on request and free of charge to any domestic and small business customer. It can also be made available in alternative formats, e.g. Braille, large print, etc.

6: Additional information

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf