Consumer Code of Practice

1. Pipex Homecall – Background

Pipex Homecall is a company registered in England (company number 4063120).

Pipex Homecall is part of the Tiscali group of companies. The Broadband and Voice Division of Pipex Communications Group were acquired by Tiscali U.K. Holdings in July 2007.

Although we have changed ownership, the current business remains unaffected and continues its focus on the provision of quality broadband and residential telephone services.

2. Purpose of this Code of Practice

This Code of Practice has been established to inform customers of their relationship with Pipex Homecall.

The Company recognises that attracting and retaining customers is fundamental to its ongoing success. Pipex Homecall respects the right of customers to take their custom elsewhere but is committed to protecting their interests. The Code of Practice is one supported by all employees of Pipex Homecall.

3. Pipex Homecall Contact Details

Pipex Homecall can be contacted via a number of ways as follows:

Telephone: 0871 663 3300 or 0871 663 3300

E-mail: care@pipex.net or broadbandsupport@pipex.net

Web: www.homecall.co.uk

Address:

Pipex Homecall Ltd

Derwent Avenue

Manchester

M21 7QS

4. Pipex Homecall Philosophy

Pipex Homecall was formed to offer customers a low cost yet high quality service alternative to BT.

It is the philosophy of the company to continually work in customers’ interests by offering competitive tariffs, innovative services and a courteous and efficient customer service.

The company believes that by working in customers best interests it can secure its own long-term viability – customer satisfaction will effectively drive the ongoing success of the company.

We believe in open and consultative relationships with all of its customers and values opportunities to exchange information with them. Any information held on customers is always treated in the strictest confidence in line with data protection laws.

We work with a number of network providers to ensure that all of its services are competitive and constantly strives to remain so.

5. Services Available

Pipex Homecall provide a comprehensive range of telephone and Internet connectivity solutions and services to consumers and small businesses, from standard internet access to high speed DSL connectivity. For the most up to date information please refer to our website at www.homecall.co.uk.

You must have a BT (or similar) telephone line if you wish to order one of our products. Please note all cable telephone lines and Kingston Communications do not support our internet services. The use of Pipex residential accounts for business purposes is strictly prohibited. Business customers should consider Pipex Business Broadband products.

Call Packages - CPS

All call packages are designed to give the customer significant savings against the BT equivalent with the choice of adding mobile and / or international call saving options. The service is one in which customers do not have to change their telephone number and retain the 1471 service

Line Rental

Line rental from Pipex Homecall enables customers to make savings on the cost of line rental and the convenience of receiving just one bill for your call charges and line rental. The service and phone will continue to be used in the same way, the line will just be rented from Pipex Homecall instead of BT. The line will continue to be maintained as before.

Unfortunately line rental is not available for Pipex Internet customers but this can be provided by Pipex Homecall. If you would like add line rental to your package please call are customer services team on 0871 663 3300.

Directory Enquiries

All residential customers are eligible to be included in the BT Phone Book for the local area. If you are a Pipex Homecall customer and do not wish to be included, you will need to contact BT.

If you are a Line and Calls customer, our Customer Services team will be pleased to arrange this for you. You can contact them on 0871 663 3300 or by emailing care@pipex.net.

Additional Services

Additional value added services are available such as all call bars, messaging services and call diverts. Availability depends on the package you have with us. Please contact our customer services team who will tell you what services are available to you. You can contact them on 0871 663 3300 or by emailing care@pipex.net.

Broadband services

We offer a range of broadband services. There is no need for a second line as speed filters separate the internet and voice calls so you can talk and surf at the same time.

Dial up and pay as you go services are also available, please visit our website www.homecall.co.uk for more information or speak to our customer service team, 0871 663 3300.

Internet Acceptable Use Policy (AUP)

While no ISP can guarantee that you will not encounter inappropriate or abusive content on the Internet, Pipex Homecall is committed to the prevention of inappropriate use of its Internet services.

As with other Internet Service Providers (ISPs), Pipex Homecall has an Acceptable Use Policy (AUP), which specifies the actions prohibited by Pipex to users of the Network utilised by Pipex services.

Pipex Homecall has underlined its commitment to Internet security and the need to combat illegal online content by becoming a member of the Internet Watch Foundation (IWF). The IWF works with ISPs, telecommunications and software companies and Content Service Providers (CSPs) to reduce the availability of child abuse images, criminally obscene and racist content. It influences and develops initiatives and programmes to combat online abuse, in partnership with UK Government departments, such as the Home Office and the Department of Trade and Industry.

6. Customer Services Available

We are committed to providing you with the highest quality of customer service. Our company delivers to you telecommunications services purchased from Suppliers of our choice and we make every reasonable effort to supply the Services that satisfy your requirements.

Information and Advice

We are available 7 days a week if you have any queries about your service. We will help you save as much money as possible and keep you updated with new price offerings.

Cancellation and Minimum contract period

If you change your mind and want to cancel your service, you may do so without charge within 10 days after your order has been placed.

After 14 days, you may cancel your Agreement after the minimum contract period by giving us a minimum of 30 days written notice. If you wish to cancel before the end of the minimum contract period, we will be entitled to charge you fees which would have been payable by the you for the balance of the contract period.

Letter or email may be used to give the notice.

Pipex Homecall Terms and Conditions contain minimum contract periods and cancellation fees. We therefore advise potential customers to read our Terms and Conditions, Acceptable Use, Data Protection and Privacy policies carefully before signing, to avoid any confusion or dissatisfaction.

Please note that you are responsible for any outstanding charges that remain on your account and for paying out the remaining term of any contract where you are still in the agreement period, if you are leaving before the completion date of your contract.

Moving Home

If you are moving home we can move with you! Please call our customer services team at least 28 days before you move so that we can make the appropriate arrangements and ensure you are not charged for calls made from your old address once you have moved. If you do decide to leave us we can arrange for your final bill can be sent to your new address. You can contact them on 0871 663 3300 or by emailing care@pipex.net.

Faults

If you have a problem with your telephone service, please contact us on 0871 663 3300 or email care@pipex.net.

We will help you identify the cause and arrange to repair the fault quickly and efficiently.

Pricing information

Our current price list is available on our website at www.homecall.co.uk.

Full details of all current prices and tariffs are available upon request from our Customer Care Team. Please contact us on 0871 663 3300 or email care@pipex.net.

We will ensure that all pricing information clearly states which charges are included or excluded. We will also make all reasonable endeavours to ensure that all pricing information is accurate and up-to-date at the time it is published.

Billing

We will explain your billing cycle to you at the start of your contract and we provide itemised bills as part of our service to you.

Please refer to our PRS and NTS Code of Practice for further information on premium rate and number translation services.

If you have any difficulties in making payments, please contact our Customer Services Team as soon as possible. Please call 0871 663 3300 or email care@pipex.net.

Payment can be made by Direct Debit with Visa, MasterCard, Switch or Solo; alternatively, just on Credit Card (Visa or MasterCard).

Complaints

Although we pride ourselves on our standard of service, we may occasionally get it wrong. If you’re unhappy with the service you’ve received, please tell us and we will do all we can to resolve the matter quickly and satisfactorily.

We will always try to resolve the matter during your first telephone call but if we can’t; we will give you an approximate timescale and return your call.

If you’re not satisfied with the way we’ve handled your complaint, please ask to speak to the manager of the customer services team.

If you feel your complaint has not been resolved and you remain unhappy please refer to our Complaints Code of Practice.

7. Customer Rights & Obligations

Pipex Homecall recognises that customers’ requirements can change, and whilst reasonable endeavours will be made to retain custom, customers have the right to change telecoms suppliers. We will act with professionalism and the customers’ interest in mind when making changes to your service.

Data Protection

Pipex Homecall adheres to 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 Pipex Homecall products and services. These details will not be passed to any other organisations for marketing purposes unless you have authorised us to do so. In some circumstances we may supply information to organisations such as the police and other governmental agencies 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 we hold on you, you can obtain this by writing to us. Please write the following address.

Lee Jones

DPA Officer, Business Compliance Department,

Pipex Homecall Ltd

Derwent Avenue

Manchester

M21 7QS

Use of Personal Information

The information you provide or we hold (whether or not under this contract) may be used by us, our employees and/or agents to:

a) identify you when you make telephone enquiries
b) help administer any accounts, services and products provided by our group now or in the future.
c) Help us detect fraud or loss; and
d) Write to or telephone you with information about other services and products provided by our group

Releasing of Information

In some circumstances we may supply information to organisations such as the police and other governmental agencies where the law permits us to do this. Otherwise, we will not release any information to a third party without your consent. If you would like to nominate a third party to deal with your account, then please call our Customer Services Team on 0871 663 3300.

Terms and Conditions

Please ensure you have read and understood the terms and conditions. Our Customer Services team will be pleased to answer any questions you may have, they can be viewed on the company web page www.homecall.co.uk. To request a copy of our terms & conditions contact the Customer Care Team on 0871 663 3300.

Customers are able to visit our premises to discuss, face-to-face issues concerning their account. The office is open between the hours of: 9.00am "6.00pm Monday to Friday.

8. Customer Communication

How to contact us

You may contact us either in writing, telephone or e-mail – see section 3 for our contact details.

Technical Support Issues:

We provide technical support for our broadband customers

Telephone: 0871 663 3300

E-mail: broadbandsupport@pipex.net

Address: Technical Support,
Pipex Homecall Ltd
Christie Fields
Derwent Avenue
Manchester
M21 7QS

Non Technical support issues:

Telephone: 0871 663 3300

E-mail: care@pipex.net

Address: Customer Care,
Pipex Homecall Ltd
Christie Fields
Derwent Avenue
Manchester
M21 7QS

We record a proportion of our calls to ensure that we can identify employees needing further training and to ensure we offer an exemplary service. Calls you make to us may be monitored.

Your Bill

We will provide you with a bill each month, which will include an itemised statement. Your bill will confirm when / how the payment is to be made and will always give you at least 5 days notice

Marketing

Occasionally we will contact you with details of special offers available from ourselves or other companies within the Tiscali Group. If you would rather not be contacted, please let our Customer Service team know.

Telephone Preference Services

You may wish to stop unsolicited telemarketing calls from other organisations. You may do this by calling the Telephone Preference Service (TPS). The contact details for the TPS are:

Telephone Preference Services
DMA House
70 Margaret Street
London
W1W 8SS

Alternatively you can register on line. www.tpsonline.org.uk/ctps/number_type.html

Special Needs

We can supply literature, free of charge in an alternative format for people who are visually impaired.

9. Social Responsibility

Pipex Homecall is committed to an ethical approach to business. The company believes in open and honest communication with everyone that it deals with, be they customer, employee, client or partner. The company always strives to operate to the highest legal and ethical standards.

The company is committed to equality of in all of its customer practices, policies and procedures.

All customers will be treated equally and fairly regardless of their race, creed, nationality, ethnic origins, religious beliefs,

10. Approval and Review of Codes

All Codes, including this Consumer Code of Practice, are reviewed by the Senior Management team of Pipex Homecall on a regular basis in accordance with Ofcom requirements.

The reviews attempt to identify areas where the Codes can be improved with regards to: clarity, accuracy, presentation and ease of use.

11. Office of Communications

Pipex Homecall is regulated by Ofcom. Ofcom is the independent regulator and competition authority for the UK communications industries, with responsibilities across television, radio, telecommunications and wireless communications services.

Ofcom can be contacted as follows:

Telephone: 0845 4563000

Facsimile: 0845 4563333

E-mail: contact@ofcom.org.uk

Web: www.ofcom.org.uk

Address: Ofcom Contact Centre Riverside House 2a Southwark Bridge Road London SE1 9HA

CCOM/COM/019/2/0907