OpenITC - Customer Complaints Code

Customer Complaints Code

OpenITC is a provider of communication services, supplying hosting, Internet and telecommunication solutions for residential and business customers across the UK. All our systems have been designed and developed in-house to ensure we have the most flexible path to delivering the solutions our customers require

The purpose of this code of practice

This guide has been developed to help you to understand the relationship you have as a customer of OpenITC. It will enable you to:

Access summary details of our services
Understand what you can expect from OpenITC after you have made a purchase or registered for a service
Contact details for alternative complaint bodies
Find out how to contact us

How to contact OpenITC

Customer Services & Sales
Phone	+44 (0)333 340 6736
Website	www.OpenITC.co.uk
Email	support@openitc.co.uk

Our Customer Services department is open Monday to Friday from 9.00am to 5.00pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

Our Accounts department is open Monday to Friday from 9.00am to 5.00pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

Account Cancellations

To cancel your account please either call or email quoting your account number and security phrase. We will require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet send the same details in a letter to our main office address shown.

Phone: +44 (0)333 340 6736
Email: support@openitc.co.uk

OpenITC, International House, 45-55 Commercial Street, London, E1 6BD

Most of OpenITC's services have 1 month minimum contract period. However, you may have agreed to other contract terms at sign-up time. You may view your contract end date within our customer control panel available through our control panel.

Some services take a little time to cancel, as they require us to work with special industry processes (such as ADSL). 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we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn.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.

Disconnections and cancellation of services

We reserve the right to suspend or cancel your service within the contracted timescales - for example, if you do not pay your bill.

Complaints

If you would like to register a complaint, here are a number of different ways you can contact us:

By Email: You can e-mail us your complaint via support@openitc.co.uk

By Phone: You can contact the Customer Care team directly on +44 (0)333 340 6736 from 9.00am to 5.00pm. We are closed on weekends and bank holidays.

By Letter: If you prefer to put the complaint in writing, you can send it to the following address:

OpenITC, International House, 45-55 Commercial Street, London, E1 6BD

What happens once we receive your complaint?

We will acknowledge all complaints received by letter, fax or e-mail within 14 working days of receiving your complaint.

Dispute resolution

If we are unable to resolve your complaint satisfactorily, we will issue a ”deadlock” letter so that you may make a complaint through Ombudsman Services: Communications, an independent alternative dispute resolution scheme. We can provide you with details of this service. Alternatively if more than three months has passed since you first made your complaint, please contact the ADR scheme directly.

Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU

Phone: 0330 440 1614
Text Phone: 0330 440 1600
Fax: 0330 440 1615
Email: enquiries@os-communications.org
Website: www.os-communications.org

Order processing

All services can be ordered online via our website. The time it takes to setup can vary depending on the service purchased. We will aim to confirm all new orders by email within 4 hours during normal office hours (Monday – Friday 9am to 5pm).

Pricing

Up-to-date prices for our products and services are always available on our website (www.OpenITC.co.uk) or by calling our customer services team on +44 (0)333 340 6736.

Billing

We currently accept the following payment methods:

PayPal (Preferred)
BACS
Cheque

Fault Repair

Faults can be reported around the clock via email at support@openitc.co.uk . To report a fault to one of our representatives please call +44 (0)333 340 6736 during office hours. However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 9am to 5pm, excluding bank holidays). Faults can occur on the OpenITC Network, or another operator’s network, as well as your own equipment.

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 network is part of the maintenance cover we provide with our service. If the fault is not on our network then we may not be responsible for its repair. If the fault is on the BT network (in the case of ADSL and SDSL Broadband) 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.

Privacy

We take your privacy very seriously and we strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information. Our Privacy Policy sets out the personal information we collect about you and describes how we may use that information. No customer information will be intentionally used or distributed outside of OpenITC, and we have a strict policy of not selling customer details to outside marketing agencies without your permission to do so. Our privacy policy also contains details of how you can opt in and out of receiving our marketing information.

Access to our code of practice

Customers can access this code of practice from our website (www.openitc.co.uk/customer_complaints_code.php) or by requesting a copy to be posted or emailed to them.

Data Protection

We strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information.

General philosophy

OpenITC is a UK Partnership offering advanced Internet communications for both the home and business user, whatever their needs. We are without external investors, financial borrowing and being profitable we are stable and have been since our formation in February 2007.

Our product range in very broad terms consists of:

Shared, Virtual and Dedicated Hosting
Internet Access
Web/Application Development

Customers of OpenITC can take advantage of our world class technical support with emails answered in minutes and telephone calls answered in seconds. Through the automation of a control panel, a large number of customers can configure their packages at any time or day or night, anywhere in the world, without the need to 'submit requests' for an operations engineer to action the request for them, allowing us to concentrate on improving the service further and focusing on new projects.

The code will be regularly reviewed in line with Ofcom's requirements. We value all feedback from our services to this code of practice. Please email you comments to support@openitc.co.uk.