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Code Of Practice

New Call Telecom Ltd, November 2010

This Code of Practice is published by New Call Telecom Ltd. New Call Telecom is a highly professional telecommunications company providing an efficient, cost-effective and quality service to its customers. This Code of Practice aims to ensure that such a service is delivered.

1. Introduction to New Call Telecom

New Call Telecom Ltd acquired the retail assets of Primus Telecommunications UK Ltd on 1st October 2010. Fuel Broadband UK Ltd

New Call Telecom, owned and managed by an experienced team of telecoms specialists, which sees the creation of a diverse and agile company better equipped to serve its customer base with a more focused team.

New Call has set out a comprehensive programme of improvements to existing services and the addition of new services to further improve the customer experience and value for money.

New Call Telecom Ltd (“New Call”) whose registered office is at 5 – 9 Eden street, Kingston Upon Thames, Surrey, KT1 1BQoperates the following business divisions:

Fuel Broadband; a post-paid residential home phone and broadband provider*
Fuel Business; a post-paid business phone and broadband provider*
Just Dial; a prepaid residential international calls provider
Nimbuzz; a cross platform instant messaging service
Ozone; India’s largest public WiFi service provider
Wavecrest; wholesale voice provider
Planet Talk: a prepaid residential international calls provider
* Carrier Pre Selection, Wholesale Line Rental, Local Loop Unbundled services

2. The purpose of the code

This code of practice, together with our standard terms and conditions for the relevant product or service that you take from us, describes the relationship between you the customer, and us, the service provider. The purpose of this code of practice is to provide our customers with details of:

• The services New Call offer and how we aim to deliver those services to you; and
• What you should do if you want to contact New Call regarding a new service or to tell us about any issues with an existing service.

This code is available for review on our website www.newcalltelecom.co.uk. Customers can request a hard copy by calling 0800 036 3839 or by writing to our Customer Services Address detailed in the ‘Contacts Us’ section at the end of this document. Braille and Large print versions of this code are also available by individual request

3. Our Products & Services

All our products and services for new and existing customers can be reached via www.newcalltelecom.co.uk.

4. Pricing Information

You can find details of our product and service pricing at www.newcalltelecom.co.uk or by calling respective our sales teams:

Fuel Broadband: 0800 036 0094

Planet Talk: 0800 036 0066

Fuel Business: 0800 036 3698

Fuel Business VoIP: 0800 036 3698

5. Registering for New Call services

5.1 Fuel Broadband

To sign up for any of our Fuel Broadband products simply visit www.fuelbroadband.co.uk or call our freephone sales line on 0800 036 0094

Lines are open 9am to 6pm Monday to Friday (except Collections, open 8am to 8pm Monday to Friday and 9am to 6pm Saturday) and 9am to 6pm on weekends.

It takes approximately 21 days to set up line rental, calls and broadband services whether taken separately or as part of a bundle. As such we may test your phone line to confirm that you may receive the service. Once we have received your application we will contact Openreach who will set up the service(s) on your phone line. Once Openreach have confirmed the order for broadband you will be issued with an installation kit comprising of a router and an installation guide. Once Openreach have confirmed your order for home line rental and calls you will receive a welcome letter and switch confirmation letter by post or by email depending on the package and options selected at time of sign up. You do not need to take action upon receipt of these letters.

5.2 Planet Talk

To sign up for any of our Planet Talk services simply visit www.planet-talk.co.uk or for more information call our freephone customer services line on 0800 036 0066 or e-mail: planettalk@newcalltelecom.co.uk

Calls & emails are answered 9am to 6pm Monday to Friday and 9am to 6pm on weekends

5.3 Fuel Business

To sign up for any of our Fuel Businessproducts simply visit www.fuelbroadband.co.uk/business/home or call our freephone Fuel Business team on 0800 036 3698.

Lines are open 9am to 6pm Monday to Friday.

It takes approximately 21 days to set up line rental, calls and broadband services whether taken separately or as part of a bundle. As such we may test your phone line to confirm that you may receive the service. Once we have received your application we will contact Openreach who will set up the service(s) on your phone line. Once Openreach have confirmed the order for broadband you will be issued with an installation kit comprising of a router and an installation guide. Once Openreach have confirmed your order for home line rental and calls you will receive a welcome letter and switch confirmation letter by post or by email depending on the package and options selected at time of sign up. You do not need to take action upon receipt of these letters.

5.4 Fuel Business VoIP

To sign up for any of our Fuel Business VoIP products simply  call our Account Management team on 0800 036 3698. Lines are open 9am to 6pm Monday to Friday.

6. Billing

6.1 Who bills me?

As a Fuel Broadband, Fuel Business, Planet Talk Pay Monthly or Fuel Business VoIP customer you will receive a free monthly bill from us. Electronic billing is free of charge and Paper Billing carries a monthly charge of £2.50.

6.2 What payment methods are available?

Our products and services require varying methods of payment:

If you have difficulty paying your bill, please contact the Collections Team as soon as possible, where we will discuss alternative methods of payment with you. Please note that if we are not aware that you are having difficulty paying your bill we may send reminder letters requesting payment.

7. Cancelling & Disconnecting your services

7.1 Line rental

All our line rental services have either a 12 or 18 month minimum contract. To cancel your service please call our Customer Service team on 0800 036 0098.

7.2 Broadband

All our broadband services have a 12 or 18 month minimum contract. To cancel your service please call our Customer Service team on 0800 036 0098

7.3 CPS

If you are using CPS, the procedure we use to disconnect you will depend on which operator you select to carry your calls in the future. You are responsible for contacting the operator to arrange this. It is then the responsibility of your new service provider to confirm when they will start handling your calls. In the meantime we will continue to bill you for your calls and remain on our terms and conditions. There is no minimum period for supplying this service. However, you will continue to be responsible for calls you make before your new provider starts handling your calls, or if you have chosen not to receive CPS from another provider, until the date on which the termination notice applies. Please note that if you do not pay our bill within 30 days, we can disconnect any service in line with our standard terms for this service. We may end your internet access if you break a term of your contract with us that allows us to take this action.

7.4 Early Termination of Contract

Fuel Broadband, Fuel Business, Fuel Business VoIP packages come with minimum term contracts of varying length depending on the package selected. To ensure that New Call recovers its costs invested in the set up, provision of hardware used to operate the service, customer support and any associated network costs resulting from disconnection of your services with New Call, an early termination charge will be levied on your account if you instigate the transfer of any services held with any of New Call’s products to another provider whilst within the minimum term of any contract you may have agreed to. The amount of this early termination fee is stated in the Terms and Conditions of service for your contract. In the unfortunate event that you do choose to move your services away once the minimum term has been reached then the cancellation notice period for that contract applies, which is typically 30 days written notice.

Fuel BusinessVoIP

Please call our FuelBusiness Team on 0800 036 3698.

8. Faults & Repairs

8.1 Line Rental & Calls

If you experience a problem with your phone line and/or calls you should contact the Fuel Broadband service team by calling 0800 036 3839 or the Fuel Business team on 0800 036 3698

During New Call business hours, 9am to 6pm Monday to Friday (except Collections open 8am to 8pm Monday to Friday and 9am to 6pm Saturday), 9am to 6pm on weekends for Fuel Broadband and 9am to 6pm Monday to Friday for Fuel Business, we will note the following details and generate a trouble ticket relating to the issue. Customers shall provide the following information to Fuel when reporting faults:


New Call shall use commercially reasonable efforts to provide the following response times from the time of reporting to us depending on Customer care level purchased by the Customer;


Care Level 2 and 3 carry a monthly charge, whilst Care Level 1 is offered as standard without charge

8.2 Broadband (Fuel Broadband & Fuel Business)

If you have a problem with your broadband connection you should contact the Fuel Broadband service team by calling 0800 036 3839 or the Fuel Business team on 0800 036 3698 whereby you can either reach a representative directly, or a voicemail message where you can leave the necessary information.

During New Call business hours, 9am to 6pm Monday to Friday (except Collections open 8am to 8pm Monday to Friday and 9am to 6pm Saturday), 9am to 6pm on weekends for Fuel Broadband and 9am to 6pm Monday to Friday for Fuel Business, we will note the following details and generate a trouble ticket relating to the issue. Customers shall provide the following information to Fuel Broadband when reporting faults:


During this call we will provide advice and support to assist you in resolving the broadband issue. If however we identify that the problem is within our network, we will aim to restore service within 48 hours.

8.3 Fuel Business VoIP

If you have a problem with your VoIP connection you should contact the Fuel Business team on 0800 036 3698 whereby you can either reach a representative directly, or a voicemail message where you can leave the necessary information.

During New Call business hours, 9am to 6pm Monday to Friday for Fuel Business, we will note the following details and generate a trouble ticket relating to the issue. Customers shall provide the following information to Fuel when reporting faults:


During this call we will provide advice and support to assist you in resolving the broadband issue. If however we identify that the problem is within our network, we will aim to restore service within 48 hours.

8.4 Mobile calls (Planet Talk)

If you experience a problem with your Planet Talk service you should contact the Planet Talk customer service team by calling 0800 036 0066 whereby you can either reach a representative directly, or a voicemail message where you can leave the necessary information.

During New Call business hours, 9am to 6pm Monday to Friday, 9am to 6pm on weekends we will note the following details and generate a trouble ticket relating to the issue.


During this call we will provide advice and support to assist you in resolving the Planet Talk issue and provide a timescale for resolution, usually to fully restore the service within 48 hours.

8.5 Reporting Abuse

Should you wish to report any incident in which you believe your computer may have been accessed without your permission please contact our Fuel Broadband customer services, for Fuel Business please call our Account Management team between 9am to 6pm Monday to Friday. Details of the incident will be compiled and sent to our network assurance team for investigation.

9. Complaints

New Call aim to provide our customers with value for money products coupled with a brilliant level of service. However we appreciate that sometimes the need arises for an issue to be escalated and New Call are committed to resolving these issues in a timely manner with the minimum amount of fuss. In the next few paragraphs we will outline how you can contact us and if necessary raise a complaint

9.1.1 How to make Contact (Fuel Broadband / Planet Talk)

Should you be unhappy with the service provided to you please contact our Customer Service team on 0800 036 3839 and they will be happy to assist you. Calls to this number are free of charge from a UK landline and lines are open from Monday to Friday 9am to 6pm and weekends from 9am until 6pm.

9.1.2 How to make Contact (Fuel Business / Fuel Business VoIP)

Should you be unhappy with the service provided to you please contact our Business Account Management team on 0800 036 3698 and they will be happy to assist you. Calls to this number are free of charge from a UK landline and lines are open from Monday to Friday 9am to 6pm.

9.2 New Call Compliance Team

If you do not feel you have received a satisfactory response from one of our customer care teams then please write to our Correspondence Team at the following address:

Correspondence Team
New Call Telecom
PO Box 1122
NELSON
BB9 4FY

You can expect a response within 7 working days from us receiving your letter but please note that delays may occur due to the postal service, both in our receipt of your correspondence and our response to it.

9.3 New Call Customer Management Team

If you do not feel you have received a satisfactory resolution to your complaint by our Customer Relations Team then you can request that this is reassessed by our Customer Management Team.

Customer Management Team 
New Call Telecom
PO Box 1122
NELSON
BB9 4FY

You can expect a response within 7 working days from us receiving your letter but please note that delays may occur due to the postal service, both in our receipt of your correspondence and our response to it.

9.4 New Call Customer Management Team

If you do not feel New Call have resolved your complaint effectively then we can provide you with a ‘deadlock’ letter so that you may approach an independent alternative dispute resolution scheme. New Call Telecom use the Ombudsman Services for this purpose. If however your complaint has taken longer than 8 weeks to resolve then you can approach the Ombudsman Services directly.

10. Independent advice

If you are not happy with the way New Call proposes to resolve the problem you can bring your complaint to Ombudsman Services. (approved by the UK communications industry regulator, Ofcom). Ombudsman Services investigates Customers' complaints about telecoms services fairly. This service is free and independent.

New Call is a member of Ombudsman Services and as such is obliged to respond to Ombudsman Services enquiries and accept their decision on complaints.

Ombudsman Services: Communications
PO BOX 730, Warrington, WA4 6WU
Phone: 0330 440 1614
Fax: 0330 440 1600
Website: www.ombudsman-services.org

10.1 General Complaints Address

Customer Service Team
New Call Telecom
PO Box 1122
NELSON
BB9 4FY

11. Useful Contacts

Ofcom

Ofcom is the regulator for the communications industries, with responsibilities across television, radio, telecommunications and wireless communications services. Its purpose is to monitor and regulate communications within the UK.

Ofcom
Riverside House
2a Southwark Bridge Road
London SE1 9HA
Phone: 0300 123 3000
Fax: 0207 981 3333
Website: www.ofcom.org.uk

TPS – Telephone Preference Service

The Telephone Preference Service provide a service whereby you can register your home or business phone number to stop you from receiving unwanted marketing calls:

Telephone Preference Service (TPS)
DMA House
70 Margaret Street
London
W1W 8SS
Tel 0845 703 4599
Fax 020 7323 4226
Email: tps@dma.org.uk
Website: www.tpsonline.org.uk

PhonePayPlus

(Previously ICSTIS - The Independent Committee for the Supervision of Standards of Telephone Information Services (ICTIS))
25th floor, Clove Building
40 Bank Street
E14 5NR
Phone: 020 7940 7474

The Citizens Advice Bureau (CAB)
Website: www.nacab.org.uk

12. Customer obligation

The Customer undertakes that the registration details that the Customer provides shall be true and complete. The Customer agrees to inform New Call of any changes to registration details immediately by calling the Customer Service Department or by sending an e-mail to the appropriate e-mail address above.

The Customer undertakes not to use the Service:

13. Privacy Policy

The Customer’s account details and personal information are covered by the Data Protection Act 1998. To make sure we keep our Customers' personal details secure, we have an identification procedure in place which is part of the training for all our Customer Service Department. As an account holder, the Customer will need to confirm their password on each occasion they contact the Customer Service Department. We advise the Customer to keep their password secure and confidential at all times. The Customer should tell us immediately if they think that an unauthorised person has gained access to their password.

For further details on our privacy policy please visit the appropriate website set out in section 5 above or call the necessary number.

14. Terms and Conditions

The Customer will be advised of, and if they so request, receive a copy of our terms and conditions when the Customer contracts for any of our products and/or services. The terms and conditions are also available on the relevant websites set out in section 5 above.

15. Customers with visual impairment

We are able to provide our written documents including our Code of Practice in an alternative format such as large print. The Customer should call the Customer Service Department and indicate whether they wish to receive bills, terms and conditions, our Code of Practice or any other information in this format.

16. Customers with hearing impairment

We have worked very closely with the RNID (Royal National Institute for the Deaf) to ensure that our Customer Service Department get the relevant awareness in terms of giving the right assistance to our Customers with hearing impairment. Please let us know if you have any suggestions on how we can improve the service we provide to our special needs Customers and our elderly Customers.

Please send your suggestions to the Fuel Broadband, PO BOX 1122, Nelson, BB9 4FY

17. Code of Practice review

This code is reviewed regularly as required by Ofcom. Customers will be informed of any changes to the Code of Practice.

The latest version of our Code of Practice is available on our websites www.newcalltelecom.co.uk, www.fuelbroadband.co.uk, www.planet-talk.co.uk and www.fuelbroadband.co.uk/business/home

The Customer can receive a hard copy by contacting the Customer Service Department at the address set out in Section 5 above.