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Code of Practice

du-tel is a telecommunications company providing full telecommunication solutions.

du-tel Consumer Code of Practice
Nothing in this Code of Practice detracts from your statutory or common law rights, nor does anything it contains form part of any contract between du-tel and a customer. The Telecommunications services described in this Code are subject to availability and may be modified from time to time. This Code of Practice is published by du-tel ltd (referred to as du-tel in this document).

1.  About du-tel
Established in 2000 du-tel is a leading business to business telecoms solutions provider. Our offices are based in Toddington, Bedfordshire.
du-tel shares a UK National telecommunications network which is interconnected to BT and a number of other network operators. This network allows us to operate efficiently resulting in competitive call costs.

2.  The Purpose of the Code
The purpose of this Code of Practice is to inform our customers of their relationship with us. It is written for corporate and small business customers who purchase telecommunications services from us directly. A Small Business is defined as a company having 15 employees/volunteers or fewer and is not itself a telecommunications service provider. A corporate business assumes 15 or more employees.

This code aims to provide:

  • Information on how to contact du-tel
  • Information on sales and marketing activities
  • Information on some of our main services
  • Information on billing and pricing issues
  • Information on how to make a complaint
  • Contact details for alternative complaint bodies

3.  Contact Details
To order any of our services please call the following phone number:
0800 093 9937 - lines are open from 9-5.00pm; calls may be monitored or recorded for training and security purposes.

If you would like to talk to us about becoming an du-tel Partner please call the following number:  0800 093 9937.

For ALL enquiries, you may contact us by e-mail at the following address:  enquiries@du-tel.co.uk

Or write to us at:
du-tel ltd
HPF House
Park Road
Toddington
Beds
LU5 6HG

Contact details of a number of related organisations are given in section 11 of this code.

Should your enquiry relate to du-tel's Code of Practice, please contact Haydn Sinfield at the above address or
email enquiries@du-tel.co.uk

4.  General Philosophy
du-tel offers voice telephony services primarily to the Corporate and SME (small and medium sized enterprises) markets in the UK. du-tel's strategy is for the group to lease transmission capacity and focus capital investment on the development of bespoke intelligent network solutions. Against a background of deregulation in the market for telecommunications services, du-tel has been successful in winning new business and growing customer revenue streams rapidly. Through an investment in technology, du-tel is a major player in the delivery of business focused telecom solutions that are at the forefront of the new communications era.

5 Sales, marketing, advertising and promotion
du-tel adheres to all applicable Codes of Practice, including advertising and consumer protection regulations. We always aim to ensure that our advertising and promotional literature is clear, unambiguous, accurate and fair and that it does not contain any false or misleading information about price, value or service. We do not denigrate other providers of telecoms services.

Recruitment
du-tel follows strict procedures when we hire and train staff who will market and sell our services whether in face-to-face sales or telephone sales.

Whilst operating within current employment legislation, we specifically take into account the following factors when recruiting sales agents:

  • Behaviour and appearance - we recognise that the sales person may be seen as the 'public face' of the telecoms industry as a whole
  • Security - that all references and relevant convictions for criminal offences to be checked thoroughly and taken into account
  • Evidence of mis-selling or lack of integrity in any previous selling employment

In addition we require staff to follow these rules:

  • The applicant must provide a proof of NI number, proof of address and two references
  • Referees cannot be related to the applicant
  • Business referees must not be both from the same company
  • If a sales person transfers to another company, a copy of his or her records will be retained for a minimum period of three years
  • All company property including any materials/contracts/identification badge should be returned from sales agents leaving the company

Sales training
After recruitment, all our sales agents are trained to ensure they have a sufficient understanding of the relevant sections of this Code of Practice. They have also been tested to prove understanding and knowledge of this Code of Practice.

All our sales agents are also trained to ensure they have a sufficient understanding of the following topics:

  • How competition in telecommunications works in the UK
  • What telephone services du-tel provides and how they may differ from other competitive telecoms products
  • How the customer orders competitive telephone services in the UK
  • The relevant principles of consumer protection law
  • du-tel prices and other terms and conditions of service and, in particular, methods of payment, duration of contract and any termination fees
  • The nature, and cost, of any additional du-tel services
  • The process for cancelling the contract both during the cooling-off period and at any time following commencement of the service
  • The du-tel procedure for handling customer complaints

Responsibility for complying with the code
Responsibility for code compliance by all du-tel representatives, including any 3rd party sales agency lies with du-tel. The Sales Director for du-tel is accountable for ensuring that du-tel and its agents observe the code, and is also responsible for handling of the complaints relevant to the code. Should you have an enquiry relating to du-tel's Code of Practice, please contact Haydn Sinfield at the address shown in section 11 (Further Information) or email enquiries@du-tel.co.uk.

Remuneration systems
Remuneration systems for du-tel are such that they do not encourage misleading or exploitative sales practices. All agencies representing
du-tel disclose all details of incentive schemes related to du-tel.

Customer contact
du-tel wants to ensure that the customer has a pleasant and reassuring experience whenever they come into contact with any of our sales agents. Our representatives will show discretion when they visit consumers' premises, particularly in the hours of darkness. We do not visit premises outside the hours of 8am and 6pm. We do not call customers outside the hours of 8am and 9pm, unless at the customers request.

Our representatives will immediately identify themselves, giving their full name, that they work for du-tel. They will also explain that du-tel is a business telecoms provider, why they are calling and the expected call duration. When visiting a customer's premises, our representative will give the customer a generic business card or du-tel leaflet which holds the company name and address, a contact telephone number and email address. The customer will able to call the contact telephone number and confirm the representative is genuine.

Our representatives will be courteous, use appropriate language and offer clear and straightforward explanations. They will use only the material that du-tel has provided them to explain the service to the customers including how the service may include the provision of network services by other companies. Our representatives will never misrepresent the services of du-tel or any other company and will always provide factual and accurate information.

Our representatives will check that the customer understands that they are entering into a contract with du-tel which will provide the customer with an alternative provider for their telephone calls and/or other telecoms services.

Our representatives will cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long. If the customer requests it, the representative will end the discussion immediately and leave the premises immediately.

The representative must confirm that the sale is being made to a customer who is a decision-maker for the business. Marketing campaign records will be maintained for 6 months, including the date and the approximate time of the contact with the customer. These records will be such as to allow subsequent identification of the salesperson(s) involved and to assist in dealing with any complaint or query.

How the customer enters into a contract with du-tel
A customer may conclude a contract for du-tel services in three separate ways:

  • Website registration
  • In writing sent to our offices
  • Verbally (when the customer has agreed over the phone to take the du-tel service)

Whatever the way, we have safeguards in place to ensure that the customer understands the service they are buying from du-tel and that they are entering into a legally binding contract. The format of these safeguards differs slightly between the ways to ensure the highest possible standard of consumer protection.

When we ask the customer to enter into a contract for du-tel services our representative will provide in writing the following information:

  • Essential information including the name of du-tel, its address, telephone, fax and e-mail contact details
  • A description of our telephone service to enable the customer to understand the service the customer has chosen, and how it works
  • Information about the major elements of the service, including the costs of any standing charges, the payment terms, line rental, key call types and details of "protected or special support" arrangements
  • The arrangements for provision of the service, including the order process and, as accurately as possible, the likely date of provision
  • Where there may be significant delay in the likely date of provision, we will inform the Customer
  • The customer's right of cancellation and the process for exercising it
  • The period for which the du-tel charges remain valid

We have designed our order forms and contracts to ensure the contractual nature of these documents is clear to the customer.

When the customer signs a contract for our voice telephony service The customer will be asked to sign and date the agreement.  The contract will clearly state next to the place of signature that the terms and conditions for du-tel are available to read. The contract will also state the business name and address for du-tel.

When the customer enters into a contract for our voice telephony service over the phone (either through being called by du-tel or through calling du-tel)
During the telephone conversation, the du-tel representative will ask the customer to confirm that they understand and agree to the following points:

  • I understand that du-tel is an independent company and not part of British Telecom
  • I understand that du-tel will bill me for my call charges and BT will continue to bill any BT services to which I have subscribed
  • The representative has explained to me the benefits of
    du-tel and has advised me of the process over the next two to three weeks
  • I am aware there is a 12 month minimum term (if applicable)
  • We record all calls for training and quality assessment purposes
  • The du-tel representative will ask the customer to confirm that they have the authority to change telecommunications provider for the telephone number concerned

When the customer enters into a contract for our voice telephony service by visiting the du-tel website
The customer will be prompted to agree to the terms and conditions before completing the transaction of signing up for
du-tel. The final page will confirm their personal details. This Code of Practice is available on the du-tel website.

After the customer has agreed to take the du-tel voice telephony service
Every customer will receive a letter which contains the following information:

  • Date of notification
  • CLI(s) affected
  • List of services affected/unaffected
  • Date of switchover
  • du-tel's contact details for any queries
  • Note of the Code of Practice and how to obtain a copy of it

With the letter the customer will also receive a general information leaflet giving full details of the service, how it works and frequently asked questions.

If the sale was not made face to face by du-tel the welcome pack will include a printed copy of the terms and conditions (these will have been provided at the point of sale for a face to face sale).

If you wish to cancel your du-tel service you can do this in writing, by telephone or by e-mail.

We aim to complete the process from agreement to the service going live within a total of 21 working days. We reserve the right not to enter into agreements.

Consumer protection and other legal requirements
We comply with all applicable consumer protection legislation and other legal requirements.

Audit
du-tel will make regular audits of our systems, procedures and documentation to deliver compliance with our code of practice.

6.  Range of services
The main services offered by du-tel to business customers are described below.

Inbound Telephony Number Translation Service
The Number translation service (NTS) allows non-geographic numbers (eg 0800 0870 etc) dialled by a caller to be translated according to special rules that are maintained by du-tel. A very large list of number ranges is available for Non-Geographic Numbers (NGN). Interactive Voice Response (IVR) Services

du-tel offers a wide range of products and services that can be combined with Number Translation Services. Some of the products are naturally associated with routing options, for example voicemail with divert on call fail, or timed delivery with data collection. For more details please contact us on 0800 093 9937.

Outbound Telephony Indirect Access (IDA)
Indirect access allows customers to benefit from discounted calls using du-tel's network partners. Customers who rent their telephone service from BT can benefit from cheaper calls using this service. IDA provides a basic platform from which additional products and services can be offered.
You dial the required phone number preceded by the du-tel Access Code. When BT sees 1XXX in front of the phone number they route your call via du-tel's Network.

There are various ways that you may be connected to the du-tel network. We can advise you of the best method of access to our service based on your particular circumstances. The preferred method of connection is using carrier pre-selection (see below). Other methods include programming of your telephone system to automatically insert a 1XXX code.

Carrier Pre-Selection
Carrier Pre-Selection (CPS) - is the service which allows BT customers to pre-select an alternative carrier(s) to deliver certain categories of calls and to be billed directly by that carrier.

There are currently four service offerings of CPS, which are available:
ALL CALLS
NATIONAL
INTERNATIONAL
NATIONAL & INTERNATIONAL

The preferred option is for du-tel to carry "all calls" to maximise the cost savings against BT standard rates. Calls such as 999 and operator services are handled by BT together with a few special numbers.

Carrier Pre select provides significant advantages over conventional IDA. CPS is applied at our request by BT to their network so that when you dial a number there is no need for you to dial a prefix.

CPS offers the following benefits:

  • Capture more customers calls (less leakage to BT)
  • Faster connection
  • Greater service reliability
  • No site visits required
  • No installation costs
  • Can be used for telephone lines and fax lines
  • Lower spend qualification
  • Easy Connection

IDA Call Barring
Any of the three options listed below can be provided at network level with any IDA/CPS product:

  • Premium Rate barring
  • No call can be made to any premium rate telephone number ie ranges starting with 090X
  • International Barring
  • No call can be made to any international destination starting with 00
  • Mobile Barring
  • No call can be made to any mobile or pager service via the 07 number range

We provide tick boxes on your service agreement so that you may select the call barring option (if any) that you require. There is no additional charge for this service.

Line Rental
du-tel provides Line Rental services. These services are available to customers who have an existing BT line.
In addition the line rental, du-tel provides a comprehensive range of line services.

Premium Rate Service
Premium Rate Services include recorded information, competitions, voting, live conversations and downloadable material which are accessed at a rate above that which would normally be charged for a national or local call. The extra cost of the call is paid to the service provider who provides the information such as weather forecasts. A small proportion of the cost of the call is retained by the network operators such as du-tel and BT to cover the costs associated with providing the call. These calls can be recognised by the dialling codes starting with 090 and 091.

du-tel provides wholesale service to premium rate service providers and interested companies should call our premium rate specialists on 0845 330 5002.

The Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS) publishes a Code of Practice giving guidance on the advertising, promotion and content of these services. ICSTIS may be able to help you if you have a complaint about a Premium Rate Service and they can be contacted at the address given in section 11 of this Code.
 
Directory Enquiry Service 118825
In December 2002 the traditional 192 directory service changed in order to remove BT's virtual monopoly of this service. Other service providers including du-tel now provide an alternative service. The new directory enquiry numbers are six-figure numbers beginning with 118, eg 118825. We provide a full national directory enquiry service over the number 118825. This number is charged at 40 pence per call. We normally need a name and location to search, but may ask for more information to provide an exact match. We are not able to provide you with a name and address from a phone number. This service is intended to provide you with one directory search per call. The number is available from other networks including some mobile networks who may charge you more for your call. Please check your network operator who will advise you of the charges.

7.  Customer Service
Our customer service representatives are able to help with all your queries including products, billing and tariffs. Where possible, we will respond to your enquiries within 2 hours. Our service centre is open to deal with your enquiries from Monday to Friday between 9.00 am and 5.00 pm.
If you have any service enquiries please call us on 0800 093 9937.

Alternatively, you may write to our customer service centre at:
du-tel ltd
HPF House
Park Road
TODDINGTON
Beds
LU5 6HG
 
Or email us at enquiries@du-tel.co.uk

Direct Sales
du-tel contacts new potential business customers by phone. Prior to making a call, we ensure that the number being called is not registered with the telephone preference service (TPS). We also check that it is not a number that we have called before where we have been requested not to call again. Our sales advisers aim to ensure that they are speaking to the person who is responsible for purchasing telecommunications services.

Once we have established that we are speaking to the correct person we will ask to discuss their various telecommunications requirements. We need to establish the technical requirements and potential savings that you could make if you were to use the services of du-tel. We would normally request a meeting with one of our sales consultants to discuss in detail the requirements that you might have.

Order processing
Usually, as a new du-tel customer you will speak to one of our sales advisers who will review all of your telecommunications needs. We may arrange a visit to your premises in order to carry out a detailed survey or we may discuss your needs over the phone. We will agree your requirements with you and then supply you with a written agreement together with our terms and conditions. Once we receive your completed agreement, we will aim to process this as quickly as possible. Some processes require some time to implement but most connections to
du-tel are completed within 21 working days.  We reserve the right not to accept agreements according to our terms and conditions.

We will keep you informed throughout the connection process by phone and we will write to you confirming the date on which you will start receiving du-tel's service. If you wish to check the progress of your order you may get in touch on the free phone number given above.

Cancellation
If you wish to cancel your service with du-tel you can usually do this immediately by phone, in writing or by email. Our contact details and Office hours are given above. Most of du-tel's services do not have a minimum contract period but for those that do, we would be happy to discuss your requirements. Some services take a little time to cancel, as they require us to work with special industry processes. When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide. If any cancellation is made during a contract term, termination fees may apply.

Fault Repair
Faults can be reported free of charge, 24 hours a day. However unless otherwise stated in your service agreement, BT engineers only attend to faults in normal working hours (Monday to Friday from 9.00 am to 5.00pm, excluding bank holidays). Faults can occur on the du-tel Networks, another operator's network, or on the telephone used by you or the person you are trying to call. If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault.

Repairing faults on our networks is part of the maintenance cover we provide with our service. If the fault is not on our networks then we may not be responsible for its repair. If the fault is on the BT network then you may need to report this fault to BT directly. To report a BT fault call one of the following numbers.
BT residential customers call 0800 800 151
BT Business customers call 0800 800 154

We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.

Reconnection
If you are a previous du-tel customer and wish to come back to
du-tel please call us on 0800 093 9937 and we will aim to get you reconnected as soon as possible.

Pricing
We will be pleased to provide you with our prices on request. To obtain pricing information please call us on 0800 093 9937.

Billing
We provide you with a monthly bill. Your first bill will be issued between the 1st day of the month following your connection to the du-tel Network and then at the same time of the month in subsequent months. Payment is usually by direct debit, but if you wish to discuss alternative payment methods then please contact us on the number above. Itemised Bills are provided free of charge and we normally detail each item that costs more than 10 pence. On request, we are able to provide full itemisation.

e-Billing
This free, efficient service provides you with a fast and simple way to view and access your du-tel telephone account. The e-billing system gives you instant access to your last six du-tel invoices.  If you would like to discuss e-billing please call our dedicated help-line: 0800 093 9937

You can register for e-billing via du-tel's website at
www.du-tel.co.uk

As an existing e-billing customer, you can also access your bill in this way.
 
You can also access the e-billing website directly at
www.du-tel.co.uk The information provided is the same as that provided by paper bills. The information is not "real time" and will be as up to date as the last invoice produced. The service provides the ability to receive, view, print and analyse bills online.

The benefits of e-billing are as follows:

  • Free of charge to du-tel customers
  • Bills can be viewed on line at any time
  • Bills can be checked quickly, accurately and conveniently
  • Data can be sorted, totalled, filtered, queried and printed
  • Up to 6 historical invoices are available
  • Can be downloaded for further analysis (Excel or CSV format)
  • Paper conservation

You will need to refer to a recent copy of your du-tel invoice for registration purposes.

For further information about e-billing please refer to our website at www.du-tel.co.uk where there is a list of frequently asked questions.

Disconnection for non-payment
Prompt payment of bills helps us keep our costs down so that we can continue to offer a highly competitive service. Please call us as soon as possible if you think you may have difficulty in paying your bill. If there are special circumstances, we may be able to agree special arrangements with you to prevent disruption of your telephone service. In the event that a bill is not paid we will make all reasonable attempts to resolve the matter with you. However, if we are unable to get a satisfactory explanation for the non-payment we may suspend or disconnect your service in accordance with our terms and conditions.

Billing Queries
We take billing accuracy very seriously. If you do not understand or disagree with part of your bill, please call us on the number quoted on your bill. You are liable for the costs of any calls that you make over our network. If you query the charge for dialled calls, we will re-check the bill. If we find a mistake you will be credited accordingly.

Difficulties in Making or receiving calls
If you have difficulty in making a call you should try re-dialling.
If you still have difficulty please call us free on: 0800 093 9937
If BT provides your telephone line and you cannot make or receive calls then it is likely that there is a fault on either the BT network or your phone.
Please contact BT on one of the following numbers:
BT residential customers call 0800 800 151
BT Business customers call 0800 800 154

If you are not satisfied with du-tel's service
We are committed to providing you with the best value telecommunications service in the UK. We understand that faults can occur, and when they do, we want to correct them quickly. We provide a comprehensive complaint handling process to solve your problem as soon as possible. When you call us, a customer service adviser will note the details of the problem and will agree a course of action with you.  Due to the complex nature of some queries, these may take a little longer to resolve. If you are not happy with the response you receive you may ask for the matter to be referred to a senior manager for further investigation.

In the rare event we are unable to resolve your problem we will write to you informing you of the position. This is sometimes called the 'deadlock' letter. When you receive this letter and your annual bill is less than £5000, you have the right to refer your case to the Ombudsman. The contact details can be found at in section 11 of this code. The Ombudsman will want to ensure that you have followed this process through before contacting them. If this is not evident the Ombudsman is likely to refer the matter back to du-tel for resolution.

du-tel is happy to work with other independent bodies, such as ICSTIS, Citizens Advice Bureaux, Consumer Advice Centres and Trading Standards Departments.

8.  Your rights and obligations
Data protection
We may collect personal information about you from a number of sources.
These may include:

  • The customer agreement, ie the agreement that you sign when you take a service from du-tel
  • This may include your name, address, other contract details and banking details
  • If you contact us with an enquiry
  • From direct marketing organisations
  • From other publicly available sources such as the electoral role

du-tel is registered under the Data Protection Act and takes all reasonable steps to ensure that there is no unauthorised access to your personal data. We may use the personal data that we have to promote du-tel's products and services but these details will not be passed to any other organisations for marketing purposes.  In some circumstances we may supply information to organisations such as the police where the law permits us to do this. We may record phone conversations in order to provide training services or to provide evidence of a transaction.

If you wish to know what personal information du-tel holds on you, you can obtain this by writing to:

Operations Manager
du-tel ltd
HPF House
Park Road
TODDINGTON
Beds
LU5 6HG

You may wish to stop unsolicited telemarketing calls from du-tel and other organisations. You may do this by calling the Telephone Preference Service (TPS). The contact details for the TPS are given in section 12.

Terms and Conditions
du-tel provides terms and conditions which are available on request from our customer service advisers. Please call 0800 093 9937.

Services for disabled and elderly customers
If you are older or may have a disability and wish to discuss any special telecommunications requirements you may have then please contact our customer service centre at the above address and we will try and accommodate your requirements where possible.

Phonebook entry
If you have a BT line then using du-tel's IDA services will not affect your phonebook entry. In this case, you have a right to be included in the BT phonebook and directory enquiries, free of charge. You may also choose be ex-directory. du-tel can arrange for your du-tel Non Geographic Number (NGN) e.g. 0800 to be included in the phonebook free of charge. Please contact our customer service centre at the above address.

9.  Communication with customer
It is our policy to maintain contact with our customers on a regular basis. We may call you or write to you from time to time to inform you of any new services and to review your current telecommunications requirements. We aim to keep this Code of Practice up to date and you may obtain a copy from our customer service centre or via our website, www.du-tel.co.uk.

10.  Social Responsibilities Environmental Policy
Protection of the environment in which we live and operate is part of
du-tel's values and principles and we consider it to be sound business practice. Care for the environment is one of our key responsibilities and an important part of the way in which we do business.  In this policy statement we commit our company to:

  • Complying with all relevant environmental legislation, regulations and approved codes of practice
  • Protecting the environment by striving to prevent and minimise our contribution to pollution of land, air, and water
  • Seeking to keep wastage to a minimum and maximise the efficient use of materials and resources
  • Managing and disposing of all waste in a responsible manner
  • Providing training for our staff so that we all work in accordance with this policy and within an environmentally aware culture
  • Regularly communicating our environmental performance to our employees and other significant stakeholders
  • Developing our management processes to ensure that environmental factors are considered during planning and implementation
  • Monitoring and continuously improving our environmental performance

du-tel is predominately a supplier of telecommunications service to larger business customers. We understand that some of our customers may have special needs and so require particular attention. It is our policy to assist any customers who may have difficulty using telephony services whether they have a disability or are from other vulnerable groups.

Malicious Calls
We understand that annoyance and distress that can be caused by malicious calls and take this problem very seriously. If you are receiving malicious calls we would like to provide you with every assistance to try to resolve the problem. This may involve working with the police and other network operators where appropriate. You should be prepared to give evidence if the caller is traced and brought to court. We may also recommend that you change your phone number and ask for this to be ex-directory if you continue to receive such calls.

To report any malicious calls to du-tel, please contact our customer service centre at the contact details given in section 3. If you have a BT line, then we would recommend that you call their Nuisance Call Advice line on 0800 661 441.

11.  Premium Rate Services Otelo - The Telecommunications Ombudsman
The Telecommunications Ombudsman (Otelo) is the organisation which decides what action should be taken should a disagreement arise between you and ourselves. du-tel has undertaken to honour the Ombudsman's decision. If you feel that you have a genuine complaint about our products or services and feel that you have not achieved an agreeable outcome after speaking directly with du-tel, Otelo may be able to help. Otelo have an on-line complaints procedure which can be found on their web site at: www.otelo.org.uk.

ICSTIS – the premium rate services regulator
ICSTIS is the industry-funded regulatory body for all premium rate charged telecommunications services. They regulate premium rate services in their entirety - their content, promotion and overall operation - through the ICSTIS code of practice. ICSTIS's role is to prevent consumer harm.

ICSTIS investigates complaints about the promotion and operation of services which involve the use of a telephone connection via a premium rate number. This includes services available on a variety of mediums such as voice (telephone), fax, Internet, mobile phone SMS and interactive TV. The potential content of these services is virtually endless. ICSTIS regulates any service/promotion that is operating on one of the following number ranges:

Numbers beginning with 090 or 091
Directory enquiry (DQ) services operating on numbers beginning with 118
Reverse-billed SMS (you are charged for the receipt of messages) containing content operating on shortcodes. Shortcodes have 4 or 5 digits and start with either 8, 6 or 2.

ICSTIS has the power to fine companies and bar access to services if their code of practice is breached. ICSTIS can also bar the individual(s) behind a company from running any other premium rate services under any company name on any telephone network for a defined period. ICSTIS can deal with lesser problems by issuing formal reprimands or ordering companies to come to us for prior approval. Their service is free to consumers and fully independent.

How to complain to ICSTIS
If you think a particular service falls within ICSTIS's remit, you can submit a complaint to them. There are a variety of ways to submit your complaint but before you do, we recommend that you visit their online number checking facility for instant information about the number in question.

After that, please use one of the following methods:
If you have a hard copy of the promotion in question (ie a page from a magazine), please supply your complaint in writing with a copy of the promotion to: ICSTIS, FREEPOST WC5468, London, SE1 2BR
By using their online complaint form
By calling their free helpline on 0800 500 212 between the hours of 8.00am and 8.00pm, Monday to Friday.

Information about our PRS tariffs
For up-to-date information about the tariffs for calling PRS number from du-tel's network please contact customer services or your
du-tel account manager.

How PRS works
Calls to PRS numbers are typically more expensive than calls to other telephone numbers. Most PRS numbers are operated on the basis of a revenue-sharing arrangement. This means that the bulk of the revenue from calls to such services goes to the service providers who are responsible for the content, product or services provided or who act as resellers or aggregators on behalf of a number of such providers.

The service providers are responsible for compliance with the bulk of the obligations imposed by the ICSTIS code of practice mentioned above. The remainder of the revenue is shared by the consumer's "originating" telephone company (for instance du-tel, which receives a small fee for origination of the phone call) and the telephone company that contracts with the service provider and "terminates" the call on behalf of the service provider through the provision of network facilities.

Rogue Internet or Trojan diallers
There is currently a scam that infects computers with a dial-up Internet connection. It changes the way your computer connects to the Internet and is difficult to detect. The scam can occur when you are browsing a compliant and proper Internet services website often with premium rate content. Examples of websites that have available premium rate content to download to your computer include music, films and adult material. When you access one of these sites a message should appear asking you to install software in order to download material from the website at an explained addition cost. When you install this software, your normal dialler will be temporarily replaced to pay for the content that you have just requested with a new dialler configuration.

What is a Trojan
A Trojan is a programme that infects your computer and allows a hacker to run hidden tasks without your knowledge or consent. The latest Trojan's can re-configure your dial up connection and charge you at a Premium or International call rate when you access the Internet and click on a seemingly harmless pop up or link. The next time you dial up to connect to the Internet you will be charged at a Premium rate or International call rate. That's the scam.

How to Prevent Infection
Install the latest software to protect your computer and always obtain the latest upgrades and patches from the supplier to ensure you are protected against the latest Trojans. Using anti virus and Firewall protection programs will help reduce the risk of this happening. We strongly recommend that you use additional safety measures in addition to their standard anti virus programs. Please speak to your PC supplier for further guidance. We also recommend that you keep your operating system patched with the latest upgrades from your software's manufacturer. For Microsoft Window users please visit http://windowsupdate.microsoft.com to ensure your PC settings are up to date. We are working closely with ICSTIS and Ofcom. Once we identify a Trojan dialler we take all possible steps to ensure that our customers are unable to connect to this number again.

Disputes regarding PRS numbers on your phone bill
If you have a complaint that we cannot resolve regarding calls to PRS number appearing on your phone bill, ICSTIS may order a PRS service provider to pay you a refund in the case they have completed an investigation and where it imposes redress as a sanction. If it can be shown that your phone has been used without your permission to call certain types of premium rate service (i.e. live and recorded chat, and live tarot services), ICSTIS may also be able to help you obtain compensation from the PRS service provider. ICSTIS will also be able to help you identify the service provider who provides the service behind the PRS number on your phone bill. Please visit their website at www.icstis.org.uk.

12.  Number Translation Services Our up-to-date charges for calls to number translation services (numbers starting 08) are available from our customer service team on 0800 093 9377. We provide these with the same prominence as our charges for calls to other numbers (including geographic, mobile and international numbers). Our stated charges for calls to number translation services will include variations by time of day, for example, whether the call is made during the day, evening or weekend. We also make it clear whether any of our special offers, discount schemes or call bundles includes calls to number translation services.

Whenever we refer to our call pricing in our marketing material, we include our maximum number translation services call prices as well as a clear reference to our customer service advisers who can provide a complete set of our charges for calling number translation services. If you are a new customer who signs up for the du-tel service, we include on the relevant correspondence, our maximum number translation services call prices as well as a clear reference to our customer service advisers who can provide a complete set of our charges for calling number translation services.

13.  Further Information Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 0845 456 3000
Fax: 020 7981 3333
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk

The Telecommunications Ombudsman (Otelo)
Otelo, PO Box 730, Warrington, WA4 6WU
Email: enquiries@otelo.org.uk
Telephone: 0845 050 1614
Website: www.otelo.org.uk

The Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS)
Fourth Floor
Clove Building
4 Maguire Street
London SE1 2NQ
Tel: 020 7940 7474
Website: www.icstis.org.uk/icstis2002/default.asp

Telephone Preference Service
If you do not wish to receive unsolicited telemarketing calls, register on line at www.tpsonline.org.uk or call 020 7766 4420. Fax Preference Service If you do not wish to receive unsolicited telemarketing faxes, register on line at www.fpsonline.org.uk or call 020 7766 4422.

du-tel's Code of Practice

Operations Manager
du-tel ltd
HPF House
Park Road
TODDINGTON
Beds
LU5 6HG
Tel: 0800 093 9377
Email: enquiries@du-tel.co.uk
Website: www.du-tel.co.uk

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