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

• Company Name: Telstra Europe Limited (a company registered in England, company number 03830643)
• Registered Address: Telstra House, 21 Tabernacle Street, London EC2A 4DE
• Website: www.telstra.co.uk

1. Introduction

Telstra Europe Limited is part of the Telstra group of companies, which is a world leading telecommunications organisation employing a global team of over 40,000 employees. Telstra is also one of the largest players in the UK business markets with over 10,000 clients.

We can provide you with a wide range of services including clear voice and reliable data communications, flexible internet access, managed network solutions, hosting and a wide range of network security services. Further information about Telstra and the services we provide can be found on our website (www.telstra.co.uk). If you wish to order further services from Telstra, please call our Account Management Team (0845 685 8567).

At Telstra, we are committed to:

• dealing with your concerns or complaints promptly, fairly, completely and courteously;
• keeping you informed about how we propose to act, how long it should take and what the results of our action are.

If we have failed to deliver the services as promised, or if you have a concern with the way any service issue has been handled, we would like you to tell us.

The following code sets out our procedure for handling problems and complaints for small business customers. For the purpose of this Code, a ‘small business customer’ is any customer that employs up to 10 staff or volunteers, excluding customers that are electronic communication service providers.

2. Reporting Problems

In the first instance, you should use the following contacts to resolve any problems you have with our services or invoices:

Technical difficulties with your service – European Customer Services Centre (ECSC) (0800 856 6000)

All other issues (including  billing) – Account Management Team (0845 685 8567).

Whenever you contact Telstra, you should quote your account number and be ready to provide information about the service (eg. the relevant phone number) or invoice (eg. the invoice date).

3. Complaints

3.1 Client Services

If you have a complaint about the handling of any issues that you have reported Telstra, you should contact our Client Services team. The team may be contacted by email, telephone or post as follows:

Email:      clientservices@uk.telstra.com
Phone:     0845 685 8569
Post:       Client Services, Platinum House, St Johns Innovation Park, Cowley Road, Cambridge, CB4 0WS

Where possible, we will try to resolve your concern when you first contact us. However complex complaints may take some time to resolve. In the event that the member of the Client Services team cannot resolve your concern on first contact, we’ll agree an appropriate course of action with you. 

If you are not satisfied with the course of action that has been proposed by the Client Services team, or if you feel that you have not received a fair hearing, your complaint will be escalated to a manager. The manager will review your complaint and resolutions offered and discuss the complaint with you.

3.2 Next Steps

If we have not resolved your complaint after three months or if you have received a letter from us saying that your complaint has reached a “deadlock”, you may make a complaint through Otelo, an independent alternative dispute resolution scheme. Otelo’s contact details are as follows:

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

4. Our terms and conditions (including compensation policy, prices and tariffs)

 The terms and conditions for our services will be set out in the contract you sign when you first order a service. If you are an existing customer, your contract may have originally been with ‘PSINet’ or ‘Cable Telecom’. Such contracts have been transferred to Telstra.

 The minimum term of your contract will be 12 months, unless we have both agreed a different minimum term as part of contract negotiations. To cancel a service after the minimum term, please email terminations@uk.telstra.com with details of the service you wish to cancel. Your contract will specify a minimum notice period (this will usually be 30 days).

 A description of the services you have ordered and the details of any service credits we must pay in the event of a service failure (i.e. our compensation policy) will be set out in your contract.  The prices and tariffs for your services will be included in the service order form you sign as part of the contract.

 To obtain a copy of any existing contract you have with Telstra, or to obtain a copy of Telstra’s current standard contract and latest tariffs and prices, please call Telstra’s Account Management team on 0845 685 8567.

5. Access to this Code of Practice

This Code of Practice is published on our Web site at:
http://telstra.co.uk/legal/code-of-practice .

You may also obtain copies of this Code of Practice free of charge by calling Telstra’s Account Management team on 0845 685 8567.

6. Additional Information

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