Information

Heart Telecom Code of Practice

Code of Practice

Heart Telecom is committed to providing the highest levels of service to our clients. This includes providing adequate information on our products and services and making sure we deal with issues fairly if problems should arise.

In accordance with industry requirements, we have produced three codes of practice for our domestic and business customers:

The Sales and Marketing Code of Practice has three aims:

To ensure that we provide you with standards of protection over and above those provided by law
To help you understand what standards of service and behaviour you are entitled to expect from us
To provide a framework of good practice and responsible selling within which we will work

The Consumer Complaints Code of Practice provides a clear statement of the range of policies, services and support activities that we offer. It is intended to provide sufficient information for our clients to understand the range of services available from us, and how to contact us - whether to obtain a new service, clarify our terms and conditions, obtain support from us or to make a complaint.

The Premium Rate and Number Translation Services Code of Practice provides information to our domestic and business customers on Number Translation Services and Premium Rate Services and how to make a complaint or enquiry in relation to these services.

The Consumer Code of Practice has been established to inform customers of their relationship with Heart Telecom.

The Broadband Migration Process document sets out how a customer would go about transferring their broadband service using the Broadband Migration Process.

Sales and Marketing Code of Practice

1. Heart Telecom - Introduction & Background

Heart Telecom Limited (Trading as Heart Telecom) is registered in England (Company number 06484755)

Heart Telecom offers fixed line telecoms services in the United Kingdom

2. Purpose of Code of Practice
This code of practice provides a summary of Heart Telecom's telecom products and the standards which we are committed to delivering for our customers. This code contains useful information about how Heart Telecom supports its services, including our contact details, terms and conditions, cancellation policy.

This code does not form part of our agreement and the material in this code is provided for information purposes only.

This code of practice will be reviewed and updated if necessary, on a quarterly basis and can be viewed on our website at www.heart-telecom.com.

3. Our Services
For the most up to date information, please refer to our website at www.heart-telecom.co.uk. To be eligible for our service, you must have a BT or similar telephone line if you wish to order a Heart Telecom product. Please note all cable telephone lines and Kingston Communications do not support Heart Telecom products and services.

Ordering Heart Telecom Products and Services
You can order our products and services online at www.heart-telecom.com.

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

A timescale of 30 days notice will be communicated following proposed changes in product prices/service provision.

Pricing information can viewed by logging into the customer area of our web site.

Service Provision & Information
Heart Telecom is committed to ensuring that the service you purchase is available for use as much as is reasonably possible.

4. Our Key Commitments

Commitment to Quality
Our service delivery ethos is about much more than providing you with a service and leaving it to manage itself.

The purposes of these commitments are:

To provide you with a standard of protection over and above that provided by law;
To ensure that our sales and marketing activities are practiced in a responsible manner and deliver good practice;
to help you understand more about our services and the quality of service you should expect in every contact with Heart Telecom;

Our commitments within these Codes deal with any concerns arising before, during and at the point of sale, with particular emphasis on the avoidance of mis-selling and misrepresentation. Our main aim is to ensure that you understand the services offered and the key terms of any contracts you are entering into.

Our Commitment to you
Heart Telecom believes in providing the highest levels of customer service and satisfaction. We are constantly reviewing our services and processes in order to provide our customers with the best service available today.

Your wishes will be respected where you have registered with any relevant preference service, including the Mailing Preference Service, the Telephone Preference Service, the Fax Preference Service and the E-mail Preference Service

Our advertising and promotions will comply with the British Codes of Advertising and Sales Promotion. All our advertising and promotional literature will be clear, unambiguous, accurate and fair, containing no false or misleading information about price, value or service. We will not denigrate other Providers.

All our Sales representatives will be recruited and trained in a manner consistent with the procedures set out in this Code.

All our Sales representatives will comply with the Rules of Conduct described in this Code.

We will comply fully with all applicable legislation of relevance with the Sales and Marketing of our services.

We will retain all sales and marketing campaign records for six months, including the date and the approximate time of any contact, in order to deal with any complaints or queries that arise about our activities.

Any agreement can only be made to persons aged 18 and over, payment being made from a UK bank account by Direct Debit.

Any agreement forms will be designed such that the contractual nature of the document is clear to you.

We will carry out regular audits of systems, procedures and documentation to ensure that we are acting compliantly with all the commitments in this Code.

As a responsible Company, Heart Telecom follows the guidelines of the UK Communications Industry Regulator OFCOM. Please visit their site for more information;

Office of Communication
Riverside House
2A Southwark Bridge Road
London
SE1 9HA

Website: http:/www.ofcom.org.uk
Telephone: 020 7981 3000
Fax: 020 7981 3333

Our Commitments on Recruitment and Training of Sales Agents
In recruiting sales agents involved in direct contact with you, we will ensure they have been carefully selected with due care having regard to the following:

Behaviour and appearance, recognising that the sales person may be seen as the 'public face' of the industry;

Security - references and relevant convictions for criminal offences to be checked and taken into account;

Evidence of mis-selling or lack of integrity in any previous selling employment.

For UK sales employees the following requirements will need to be observed:

the applicant must provide proof of NI number, proof of address and two references;
referees cannot be related to the applicant;
business referees must not both be 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. The identification badges of staff leaving the company should be returned.

For sales-staff not based in the UK, equivalent procedures are applied.

We will ensure that all Sales Agents in direct contact with consumers undertake training courses to ensure that any relevant advice given by such person about our services is not misleading. Topics covered will include:

arrangements for competition in the supply of telecommunications in the UK;
the services we offer and how these differ from other competitive telecoms products;
the process for ordering our services;
the relevant principles of consumer protection law;
the prices charged for our services and our 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 services on offer;
the process for cancelling the contract both during the cooling-off period and at any time following commencement of the service
our complaints process

All sales agents will be regularly monitored for quality purposes. In the case of call centre sales staff, a minimum of 1 call per month will be reviewed. Monitoring records must be maintained to record the results and corrective action, if any, arising from the process.

The way we pay our Sales Agents will not encourage poor sales practice and non-compliance with the commitments in this Code.

5. Our Rules of Conduct

General
Sales Representatives must clearly identify the business (Heart Telecom) and the purpose of the contact at the beginning of the conversation.

Sales Representatives must be courteous, use appropriate language and offer clear and straightforward explanations. Representatives must cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long.

Sales Representatives must take care to ensure that customers entering into contractual agreement understand all details and information provided to them.

Sales representatives must not sell to vulnerable individuals. Calls to individuals who clearly do not understand or are confused by the call must be politely ended.

Sales representatives must not direct sales to those who are under the legal age for entering into contracts, being under aged 18

Sales representatives must ensure that the person agreeing to the sale is authorised to do so by being the account holder or confirming that they are an authorised decision maker for that household.

Payment for services must be made from a UK bank account, by Direct Debit.

Sales representatives must ensure they don't give out false or misleading information about price, value or service or denigrate or make false allegation against other providers.

At the customers' request, full written information about tariffs must be made available.

Rules specific to Web Based Sales
The sign up process via the website must be through secure web pages.

The website should provide a clear hyperlink to the Heart Telecom privacy policy and to all relevant information about the service, including full terms and conditions.

6. The Transfer Process and your Rights to Cancel

If you order our services, we will send you a Welcome E-mail and notice of transfer in accordance with the industry-agreed process. This will inform you of the full details of the transfer including:

phone numbers affected;
expected timing of switchover;
our contact details

You have a 7 day 'cooling-off' period during which you can cancel your agreement with us before your services are transferred from your current supplier. We will not apply any charges for such cancellations.

You are permitted to cancel orders and terminate contracts by telephone, in writing, by fax or by our web control panel.

We will review the procedures by which contracts are agreed and take appropriate steps to prevent recurrence of any problem identified.

7. If you have a Complaint
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 contact with us but if we can't; we will give you an approximate timescale for responding.

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.

Complaints about this Code
If you believe we have failed to meet our commitments regarding our Sales and Marketing activities, please contact

Customer Services Manager
Heart Telecom Ltd
Castle Quay
Castle Boulevard
Nottingham
NG7 1FW
UK

Telephone: 0845 644 0611
Web: www.heart-telecom.com

8. Disclaimer
Heart Telecom takes every care to ensure that the content of this document is correct at the date of publication, but accepts no liability for any error or omission therein.

Please therefore check the latest situation either by visiting our web site at www.heart-telecom.co.uk

Heart Telecom Consumer Code of Practice
1. Heart Telecom - Background
Heart Telecom Limited (Trading as Heart Telecom) is registered in England (Company number 06484755)

Heart Telecom offers fixed line telecoms services in the United Kingdom

2. Purpose of this Code of Practice
This Code of Practice has been established to inform customers of their relationship with Heart Telecom.

The Company recognises that attracting and retaining customers is fundamental to its ongoing success. Heart Telecom 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 Heart Telecom.

3. Heart Telecom Contact Details
Heart Telecom can be contacted via a number of ways:

Telephone: 0845 644 0611

E-mail: support@heart-telecom.com

Address:
Heart Telecom Ltd
Castle Quay
Castle Boulevard
Nottingham
NG7 1FW
UK

4. Heart Telecom Philosophy
Heart Telecom 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.

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

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

5. Services Available
Heart Telecom provide a comprehensive range of telephone and Internet connectivity solutions and services to consumers and small and medium businesses, from standard internet access to high speed DSL connectivity. For the most up to date information please refer to our website at www.heart-telecom.com.

You must have a BT (or similar) telephone line if you wish to order a Heart Telecom product. Please note all cable telephone lines and Kingston Communications do not support Heart Telecom internet services.

Call Packages
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 Heart Telecom 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 Heart Telecom instead of BT. The line will continue to be maintained as before.

Directory Enquiries
All customers are eligible to be included in the BT Phone Book for the local area. If you are a Heart Telecom calls only 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 by emailing support@heart-telecom.co.uk.

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. Please visit www.heart-telecom.com to find out what services are available to you.

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.

Internet Acceptable Use Policy (AUP)
While no ISP can guarantee that you will not encounter inappropriate or abusive content on the Internet, Heart Telecom is committed to the prevention of inappropriate use of its Internet services.

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

Heart Telecom 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
Heart Telecom is 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 you can cancel your Heart Telecom voice services within 10 working days from the date of your order being accepted. This is your "Cooling Off Period". If you have signed up for a Heart Telecom Broadband package you may cancel your order for the broadband service within 7 working days from the date of your order being accepted.

If you have used the Heart Telecom Calls Service during the Cooling Off Period you may still cancel but you must pay for any Charges you have incurred up to the effective date of cancellation. If your account has gone active, we will require 30 days written notice for Heart Telecom Calls and Broadband customers which will begin when we receive your notification.

Letter or email may be used to give the notice.

Heart Telecom 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
If you are moving we can move with you! Please contact 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 to be sent to your new address by registering your new address in our account management system.

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.

Faults
If you have a problem with your telephone service, please contact us on 0845 644 0611 or email support@heart-telecom.com.

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 the Heart Telecom Members Area, login at www.heart-telecom.com.

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 bill customers on a calendar month basis.

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.

We require payment for ongoing charges to be made by Direct Debit. Payment for set-up fees and one-offs charges can be made by Visa, MasterCard, Switch or Solo.

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
Heart Telecom 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
Heart Telecom 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 our 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 Heart Telecom holds on you, you can obtain this by writing to us. Please write the following address.

Stephen Halstead
Director,
Heart Telecom Ltd
Castle Quay
Castle Boulevard
Nottingham
NG7 1FW
UK

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:

Identify you when you make telephone enquiries
Help administer any accounts, services and products provided by our group now or in the future.
Help us detect fraud or loss; and
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 0845 644 0611.

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.heart-telecom.com.uk.

8. Customer Communication
How to contact us
You may contact us either by telephone, e-mail or in writing - see section 3 for our contact details.

Technical Support Issues:
We provide technical support for our broadband customers

Telephone: 0845 644 0611

E-mail:support@heart-telecom.com

Address: Technical Support,
Heart Telecom Ltd
Castle Quay
Castle Boulevard
Nottingham
NG7 1FW
UK

Non Technical support issues:
Telephone: 0845 644 0611

E-mail:support@heart-telecom.com

Address: Customer Care,
Heart Telecom Ltd
Castle Quay
Castle Boulevard
Nottingham
NG7 1FW
UK

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 electronically 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 associated companies. 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. http://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
Heart Telecom 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 Heart Telecom 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
Heart Telecom 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

Heart Telecom Customer Complaints Code of Practice

At Heart Telecom we pride ourselves on our standard of service, however despite our best endeavours 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.

If you are unhappy with the service provided please take the following steps;

Contact our Heart Telecom Customer Services in any of the following ways:

by calling call number 0845 644 0611; or,
by emailing us at support@heart-telecom.com; or

by mailing your complaint to the following address:
Heart Telecom Ltd
Castle Quay
Castle Boulevard
Nottingham
NG7 1FW
UK
Our Customer Service Advisor will do his/her best to fully resolve your complaint.

If you are not satisfied with the way in which the Customer Service Advisor proposes to deal with the issue, you should ask to speak to a Customer Service Team Leader. If that person is not immediately available, they will contact you to review your complaint within 2 working days and endeavour to resolve it quickly.

If you are not happy with the proposed solution offered by our Customer Service Team Leader, you should ask that your complaint be escalated to a Team Manager, who will then respond within 2 working days.

If you still not satisfied and the issue remains unresolved after dealing with a Team Manager, you should ask for the issue to be escalated to a Director, who will respond within 2 working days.

We hope it won't come to this but If, after communicating with a Director, you are still unsatisfied with our response and we have written to you with our final position (known as 'deadlock') or we have not resolved your concerns within 12 weeks, you will be able to contact an independent arbitrator

Heart Telecom is a member of Otelo, the Telecommunications Ombudsman scheme recognised by Ofcom. Otelo can review your complaint independently and their final decision will always be honoured by Heart Telecom.

The service provided by Otelo is free and is a straightforward and fast alternative to legal action. The Ombudsman will encourage you to use our complaints resolution process and may refer you back to Heart Telecom if they feel that all avenues have not been explored.

In the event of us writing to you with a 'deadlock', you must decide within 6 months if you wish to refer the issue to Otelo.

Otelo will investigate complaints that we cannot resolve to your satisfaction - they will listen to both sides of the story and to the facts. They can be contacted at -

Otelo
Wilderspool Park
Greenall's Avenue
Warrington
WA4 6HL
Tel: 0845 050 1614 Fax: 01925 430059
E-mail: enquiries@otelo.org.uk
Website: www.otelo.org.uk

If you would like further information on the role of the Ombudsman, please contact us directly or you can request a detailed leaflet from Otelo by contacting 01925 430877.

Heart Telecom Code of Practice for NTS and PRS Calls

1. Heart Telecom - Background
Heart Telecom Limited is a company registered in England (company number 06484755).

Heart Telecom was established to offer residential and corporate customers a better value fixed line telecoms product and a high standard of service.

2. Purpose of this Code of Practice
Heart Telecom is required to publish a Code of Practice for the publication of prices of calls to Number Translation Services (NTS) and Premium Rate Services (PRS) together with information as to how we help our domestic and small business customers with complaints or enquiries about NTS and PRS.

3. What are NTS Calls?
Number Translation Services (NTS) are types of non-geographic numbers where the number dialled does not relate to a specific geographic location, but instead relates to a particular service or organisation. This allows the organisations using these numbers to change physical location without having to change their telephone number and to have a national presence. Some NTS numbers also enable organisations to share the revenues generated by the telephone calls made to the numbers. They mostly start with 08 or 09. They also include calls to a limited quantity of numbers commencing 0500, although no new 0500 numbers are being issued for use. Calls to numbers starting with 0844 04 and 0808 99 for certain dial-up internet services are not included. Calls to NTS numbers range from free (to 0800, 0500 and 0808 numbers) up to a maximum of 10 pence per minute or per call. Types of services include information services, some technical help-lines, access to telephone banking, sales and Customer Care lines and some dial-up internet services.

4. What are PRS Calls?
PRS Calls are calls to numbers identified as Special Service numbers, starting with 09, including Adult Entertainment Services on 0908, 0909 and 098. Calls to PRS vary in cost, typically between 10 pence per minute or per call up to £3.00 per minute or per call. Directory enquiry services on 118xxx are also defined as premium rate services.

PRS offer some form of content, product or service. Services include TV voting lines, competitions, scratchcards, adult entertainment, chat lines, business information services, technical help-lines, horoscopes or donations to charity.

The bulk of the money from the charge for the call to a PRS goes ultimately to the Service Provider responsible for the content, product or service obtained. The rest of the money is shared between the telephone network companies, including Heart Telecom, who carry the call to the Service Provider.

5. Commitment regarding NTS Calls
Heart Telecom is responsible for the retail billing of NTS Calls to the end-user will publish the usage charges on our website and in published price lists.

Heart Telecom shall give prominence to the following:

i) any usage charges that apply for calls to freephone numbers including details of when those charges will apply;

ii) usage charges for NTS Calls which include variations by time of day. For example, "08xx calls are charged at x pence per minute or per call during weekday evenings inclusive of value added tax";

iii) whether or not any special offers, discount schemes or call bundling arrangements apply to NTS Calls, including details of which of those arrangements apply to which number range;

iv) in our advertising and promotional material which refers to call pricing, alongside maximum prices applying to NTS Calls, Heart Telecom will publish a clear reference as to the location of a complete set of NTS Call charges on our websites and published price lists;

v) When a new customer signs up for the provider's service, Heart Telecom will provide, alongside maximum prices applying to NTS Calls in the relevant correspondence, a clear reference as to where on our websites and published price lists the complete set of NTS Call charges can be found.

6. Our Commitment regarding PRS Calls
We will provide the information and advice to our customers about the role of Heart Telecom in relation to general PRS enquiries and requests for number checks via the number-checker facilities provided by the industry-funded regulatory body for all premium rate charged telecommunications services PhonepayPlus on their website (www.PhonepayPlus.org.uk);

Heart Telecom will provide:

i) information about the role and remit of PhonepayPlus in dealing with complaints and how to go about making a formal complaint to PhonepayPlus via the website, helpline or by in writing;

ii) information about the tariffs that apply for calls to any PRS number range;

iii) basic information about how PRS services work with a basic explanation of how revenue sharing operates;

iv) information about how consumers can bar access from their telephone to all or specific PRS number ranges for reasons of cost or content;

v) information about the purpose of the Telephone Preference Service ("TPS") and Fax Preference Service ("FPS") and how to go about registering with such services;

vi) information about how internet diallers operate and how consumers can identify and take action, such as improving their computer's security, to avoid further instances of these or similar scams;

vii) information on the role of the Telecoms Ombudsman schemes in resolving disputes concerning PRS calls;

viii) information on other options available to consumers for seeking refunds in cases of abuse or scams involving PRS calls;

ix) contact details of individual SPs or the TCPs which host them where available - typically via PhonepayPlus" website at www.PhonepayPlus.org.uk;

x) SPs customer service contact details where consumers can obtain further information about services provided on the PRS numbers found on their bills.

7. Customer Information and Advice
Heart Telecom publishes its charges for all calls including those to NTS and PRS numbers on its website. We can also provide you with written details of our call charges on request.

If you have a query about calls to NTS and PRS numbers on your itemised Heart Telecom bill, please contact Customer Care.

Our call plans include calls to all UK numbers starting with 01 or 02. Calls to NTS and PRS numbers are excluded from our call bundles. Heart Telecom does not charge for calls to 0800, 0500 and 0808 numbers.

PhonepayPlus is the UK industry-funded regulatory body for all premium rate charged telecommunications services, regulating services in their entirety - content, promotion and overall operation - through a Code of Practice, available on their website. Their prime role is to prevent consumer harm. Among other things, they require, clear and accurate pricing information, honest advertising and service content, appropriate and targeted promotions. They investigate complaints, and have the power to fine companies and bar access to services if the Code is breached.

If you have a query about a PRS number on your call itemisation, PhonepayPlus has a number-checker facility on its website at www.PhonepayPlus.org.uk/consumers/ncd/default.asp If the number is not in the database, then PhonepayPlus would be able to find out information for you if you call them on 0800 500212. This is also the telephone number to contact if you have a complaint about: the promotion, content or overall operation of premium rate services. If you wish to write to PhonepayPlus with your complaint, for example enclosing a copy of an advertisement, then address your letter to:

PhonepayPlus
Clove Building
4 Maguire Street
London
SE1 2NQ

If you believe you have been incorrectly charged for calls to PRS, first of all contact our Customer Care Team. We shall do our best to help you with your query.

If you believe we have been unable to resolve the query to your satisfaction, please tell us. We will do all we can to resolve the matter quickly and satisfactorily. 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, ask the Customer Service Manager to review your case.

If, after following our Customer Complaints Code of Practice process, you are still unsatisfied with our response and we have issued you with a dead lock letter, you can contact Otelo - The Telecommunications Ombudsman.

Otelo will investigate complaints that we cannot resolve to your satisfaction - they will listen to both sides of the story and listen to the facts.

They can be contacted at -

Otelo, Wilderspool Park, Greenall's Avenue, Warrington, WA4 6HL

Tel: 0845 050 1614

Fax: 01925 430059

E-mail: enquiries@otelo.org.uk

Website: www.otelo.org.uk

Moving Broadband Provider

1. What is a MAC?
Customers who want to change their broadband provider can use the broadband migration process. This requires you to obtain a 'Migration Authorisation Code' commonly abbreviated as a 'MAC' from your existing broadband provider and take it to your new broadband provider. Your broadband service will then be transferred to your new provider with minimum disruption. Your MAC will look something like this; LBST1234567/DC22J.

Note: A MAC is valid for 30 days from the date it was issued; you are advised to use the MAC as soon as possible. If you (the customer) delay using the MAC to within 10 days of the expiry date it may potentially fail due to expiring during the provisioning period, this will result in you needing to request a new MAC. In normal circumstances it takes 7 to 10 working days, from the date you give the MAC to your new provider, for your service to be moved to that provider.

2. Moving to Heart Telecom from another service provider?
It is easy for you to move to Heart Telecom. You will need to obtain a MAC from your current supplier and then contact Heart Telecom to place your new broadband order either online or by calling 0845 644 011. You will need to quote your MAC reference when placing this order.

Your existing service provider will issue you with a MAC which is valid up to 30 days depending on when you receive the code. For example if you receive your MAC 5 days after it was issued the MAC will need to be used within 25 days. It is recommended that you use the MAC immediately and join straight away to prevent any delays.

Once you have supplied us with your MAC Code it will take up to 2 weeks for you to go live on Heart Telecom Broadband, which is when your current provider will cease your connection. You will only lose service for a couple of hours on your transfer day. We will inform you of your transfer date once we have validated your MAC.

Note: please do not request the service to be ceased at this stage as your broadband service will cease upon successful migration to your new broadband provider. If you chose to disconnect first and then come over to Heart Telecom you might be without your broadband for up to 4 weeks.

3. Moving away from Heart Telecom to another service provider?
To request a MAC from Heart Telecom please contact our Customer Services team on 0845 644 0611 or submit your request by e-mail support@heart-telecom.co.uk.

When emailing us your request, please ensure you include sufficient details for us to verify your identity. Details must include a minimum of: Name, Account Number, Telephone Number and Post Code. Please enter 'MAC Request' in the subject header.

Heart Telecom will provide you with your MAC within 5 days and depending on when you receive your MAC you will have a total of 30 days to use your MAC. For example if you receive your MAC 5 days after it was issued the MAC will need to be used within 25 days.

Written requests will be accepted but we unfortunately cannot commit to providing your MAC within 5 working days.

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 migrating before the completion date of your contract.

Please note that by requesting a MAC this does not cancel your broadband contract and your service will not migrate unless you pass the code to your new provider. If you do not use this code within the 30 days it will expire and you will need to request a new MAC if you still wish to leave Heart Telecom.

By using your MAC Code, you will only be able to transfer your broadband service. If you have line rental and calls with Heart Telecom they will remain in place unless you request a cancellation in writing with 30 days notice in line with our terms and conditions.

4. Reasons why Heart Telecom cannot provide a MAC

A cease has already been requested on your telephone line.
We have been unable to validate your details.
The Broadband Service contract has already been terminated.
A MAC which is still within its MAC validity period has already been requested and issued.
There is an outstanding order for work to be completed on your telephone line.

If Heart Telecom is unable to provide you with a MAC due to one of the reasons above you can still cease your broadband service and move to another supplier, however, you will receive a break in service.

Please be aware that you are responsible for any charges that remain on your account whether you move broadband provider by migrating or by ceasing your account.

To request a MAC from Heart Telecom please contact our Customer Services team on 0845 644 0611 or submit your request by e-mail support@heart-telecom.com.uk.

5. Customer Enquiries & Complaints about the MAC Process
If you are not satisfied with the way Heart Telecom has handled your request for a MAC, please contact our Customer Services team on 0845 644 0611.

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