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Code of Practice

Our Code of Practice

Code of Practice Regarding Complaint Handling and Dispute Resolution

Amelix Limited which owns and operates the Amelix Telecom brand is a provider of communication services, supplying Internet and telecommunication solutions, email and web hosting and for business and residential customers across the UK. All our systems have been designed and developed in the UK with carefully selected development partners to ensure we have the robust pathways in 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 Amelix Telecom It will enable you to:

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

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at

http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf

How to contact Amelix Telecom (Amelix Limited)

Customer Service & Sales

Phone

UK: 01227 282 900

Outside of UK: +441227282900

Website

www.amelixtelecom.co.uk

Email

telecoms@amelix.co.uk

Our Customer Services department is open Monday to Friday from 9.00am to 5.30pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

Accounts Department

Phone

UK: 01227 282 905

Outside of UK: +441227282905

Website

www.amelixtelecom.co.uk

Email

telecoms@amelix.co.uk

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 username. 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: 01227 282 900     Email: telecoms@amelix.co.uk

Amelix Telecom

67 John Wilson Business Park

Whitstable

Kent

CT5 3QT

Most of Amelix Telecoms services do not have a minimum contract period but for those that do, we would be happy to discuss your requirements. A summary of our service contract periods are:

  • Shared Hosting: Anytime
  • Dedicated Servers: Anytime
  • Exchange email hosting: 1 Month
  • ADSL Reseller: Anytime
  • ADSL Internet: 1 Month
  • SDSL Internet: 12 Month

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 complain@amelix.co.uk

By Phone: You can contact the Customer Care team directly on 01227 282 900 from 9.00am to 5.30pm. 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:

Amelix Telecom Complaints, 67 John Wilson Business Park, Whitstable, Kent CT5 3QT

By Fax: If you wish to send us your letter of complaint by fax, you may fax us on 0870 063 2050. Calls are charged at national rate.

What happens once we receive your complaint?

We will acknowledge all complaints received by letter, fax or e-mail within 24 working hours 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 Otelo, 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.

Otelo

PO Box 730

Warrington

WA4 6WU

Phone: 0845 050 1614 or 01925 430 049

Email: enquiries@otelo.org.uk

Website: www.otelo.org.uk

Order processing

We are constantly updating our online offer with the aim for a lot of our ordering to be available online, this however cannot always be facilitated so calling our customer services team on 01227 282 900 will make all our services available. 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 6pm).

Pricing

Up-to-date prices for our products and services are always available on our website (www.amelixtelecom.co.uk) or by calling our customer services team on 01227 282 900

Billing

We currently accept the following payment methods:

  • Direct Debit (Preferred)
  • Credit / Debit Card (Surcharge for credit card payments of 1.5%)
  • BACS
  • Cheque (Cheque Processing Fees are applied)

Fault Repair

Faults can be reported around the clock via email at telecoms@amelix.co.uk. To report a fault to one of our representatives please call 01227 282 900 during office hours.  However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 9am to 6pm, excluding bank holidays). Faults can occur on the Amelix Telecom 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 Amelix Group of companies, and we have a strict policy of not selling customer details to outside marketing agencies and if we did ever want to share your details we would seek 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.amelixtelecom.co.uk/telecom_code_of_practice) 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

Amelix Telecom (Amelix Limited) is a private limited company offering high grade communications for business users with some home users, we aim to offer cost effective solutions whatever there needs. The company is without financial borrowing and being profitable the company is stable and has been since its formation in February 2008.

Our product range in very broad terms consists of:

  • Shared, Server Hosting for websites
  • Hosted Exchange and email services for SME businesses
  • Telecoms Services phone lines and calls
  • Broadband ADSL & SDSL
  • SMS marketing services inbound and outbound
  • Website development and

Customers of Amelix Telecom can take advantage of discounts on services throughout the suite of Amelix Group services, which span marketing, events and educational services. We aim to have emails answered in minutes and telephone calls answered within 4 rings. Through the continued automation of a number of our services, 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.

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

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 telecoms@amelix.co.uk

Contacting related organisations

Office of Communications (Ofcom)

Ofcom Contact Centre

Riverside House

2a Southwark Bridge Road

London

SE1 9HA

Tel: 020 7981 3040

Fax: 020 7981 3334

Email: contact@ofcom.org.uk

Website: www.ofcom.org.uk

Office of the Telecommunications Ombudsman (OTELO)

Wilderspool Park

Greenall’s Avenue

Warrington

WA4 6HL

Tel: 0845 050 1614

Fax: 01925 430059

Email: enquiries@otelo.org.uk

Website: www.otelo.org.uk

Amelix Group, 67 John Wilson Business Park
Whitstable,Kent,CT5 3QT