Contents:
1. Our Code of Practice
2. About Fullduplex
3. Customer Service
4. Sales and Marketing
5. Technical Problems
6. Pricing and Billing
7. Premium Rate and Number Translation Services
8. Complaints and Dispute Resolution
9. Your Privacy
10. Social Responsibility
11. Useful Contact Information
1. Our Code of Practice
We have put this Code together to provide you with up to date information about our products and services and to help you contact us if you have any technical or customer care questions or general enquiries. Your satisfaction with our service is of the utmost importance to us. All members of our staff are aware of the Code and will follow the Code at all times to make sure that any complaints or queries are dealt with as quickly and fairly as possible. This Code has been produced as part of our obligations as a Communications Provider under the Communications Act 2003 and has been approved by the UK communications regulator, Ofcom. We review the Code quarterly to ensure it is up to date and reflects any changes in our business.
To help any of our customers with special needs this Code and any of our literature is available in large print, Braille or audio format. If you need help with any of your special needs, please contact our customer services by telephone on 020 7160 2111.
2. About Fullduplex
Fullduplex Limited is a company registered in England with company number 5841014. Our registered office is located at 64 Leytonstone Road, London, E15 1SQ.
We are one of the UK's providers of Broadband Telephony. Our service works with any standard phone and is available to you when you travel to different locations both within the UK and abroad. The service is easy to set up - just plug in the power supply, plug in your phone, and connect our telephone adapter to your broadband line - your calls will be of the highest quality. The Phone Adapter we supply does the rest of the work automatically. You will be ready to make calls in minutes. Each Phone Adapter we supply is tested before it leaves our facilities and your phone number is already stored on your device prior to shipping. Unlike many other Voice-over-IP services, you do not need headphones or your computer - just use your standard touch-tone phone. You can use our Phone Adapter anywhere in the world where you have a high-speed Internet connection and you will not be paying international dialling rates when you call back home. The same is true when you travel to other dialling code regions in the UK.
Our services include:
* Access to Emergency Services. We provide access to public emergency call services for all customers. When you dial either 999 or 112, your call is routed from the Fullduplex network to national emergency operators who will handle your call. Important Note - 999 / 112 Emergency Services and the Fullduplex Service DO NOT function during an electrical power or broadband provider outage, or if your Fullduplex account has been suspended or terminated.
* Phone Adapter. We provide a Phone Adapter which converts your analogue phone signal to digital so that it can be sent over your broadband connection and into the Fullduplex network. Each adapter has been tested to work flawlessly with your Fullduplex service.
* Call Savings. You will benefit from savings on your calls, including outside the UK.
* Secure online billing information. Our Online Billing gives you complete control with instant, secure access to your billing information. You can access your account 24/7 to check your invoices, review your complete call history and change your credit card information. Because billing information is available real-time, you have the most accurate and up-to-date information at all times.
* Online Account Management. With Online Account Management, you are in complete control of your account. You can access your account 24/7 to check call activity, view and change your billing information, manage voicemail and edit your user information. Because of real-time availability, you have the most accurate and up-to-date information every time you login.
Our sales and customer service staff will be pleased to explain to you our products and services and the scope of our Terms of Service before you decide to take up our services.
The products and services we offer may be changed from time to time – please refer to our website at www.Fullduplex.co.uk for the latest details.
3. Customer Service
Customer satisfaction is of the utmost importance to us. The first place to find answers is in the Help section of our web site at http://www.Fullduplex.co.uk/help.php. If you still have questions, you can call us on 020 7160 2111 or email Fullduplex Customer Care at http://Fullduplex.co.uk/contactus. Our people are highly trained and they are available from 8 a.m. to 12 midnight, 7 days a week. We can help you resolve any question or problem that you encounter.
4. Sales and Marketing
We market our products and services through a variety of channels including press advertising, Internet, targeted leafleting, telemarketing and agents. Where you indicate to us that you do not wish to be directly contacted we shall cease to have any further sales contact with you. In addition, we take steps to ensure that telephone numbers called are not listed on the Telephone Preference Service. You may register with the Telephone Preference Service at any time. Further details can be obtained from the Telephone Preference Service website at www.tpsonline.org.uk/tps/.
If you wish to order our products and services you can contact us by telephone 020 7160 2111 or via our web site at www.Fullduplex.co.uk. Our Terms of Service will be made available to you before you make any contractual commitment. You are entitled to cancel or terminate any contract with us provided you follow the cancellation and termination procedures identified in our Terms of Service. We charge an activation fee and a termination fee and we may disconnect the service if you breach our Terms of Service. If you have any questions about our Terms of Use simply contact us by telephone on 020 7160 2111 or http://Fullduplex.co.uk/contactus
5. Technical Problems
We aim to provide you with all the help you need to understand how to use the service and to help you with any technical problems you may experience. We aim to attend to any faults as soon as possible.
If you have any technical questions simply telephone us on 020 7160 2111 or contact us at http://Fullduplex.co.uk/contactus
6. Pricing and Billing
Up to date pricing information is available at www.Fullduplex.co.uk and upon request by calling 020 7160 2111. Our billing terms may vary depending upon the products or services supplied but we make sure you are aware of our payment terms before you enter into a contract with us.
We provide itemised bills clearly showing the charges for using our service. If you have any billing queries or difficulties please call us at 020 7160 2111 or contact us at http://Fullduplex.co.uk/contactus. In the case of non-payment or late payment we may impose a credit limit on your account and/or require a deposit as security for paying bills. We have the right to charge interest on any overdue amount. We may also suspend or terminate the service if you do not make any payment when due.
7. Premium Rate and Number Translation Services
Premium Rate Services
Premium rate numbers begin with 090 or 091.
PhonepayPlus is the regulatory body for all premium rate services. PhonepayPlus regulates premium services through its Code of Practice. PhonepayPlus's role is to prevent consumer harm by ensuring service providers are responsible for clear and accurate pricing information, honest advertising and service content and appropriate and targeted promotions.
PhonepayPlus investigates complaints and has the power to fine companies and bar access to services if the PhonepayPlus Code of Practice is breached. PhonepayPlus can also bar any individual behind a company from running any other premium rate services under any company name on any telephone network for a defined period. PhonepayPlus deals with lesser problems by issuing formal reprimands or ordering companies to obtain prior approval before launching a premium rate service.
PhonepayPlus's complaint service is free to consumers and is fully independent.
PhonepayPlus only deals with complaints about premium rate numbers:
* numbers beginning with 090 or 091
* directory enquiry services operating on numbers beginning with 118
* reverse-billed SMS operating on shortcodes (shortcodes are four or five digits long).
Making a complaint
You can make a complaint to PhonepayPlus in a variety of ways. However, before doing so, you should visit PhonepayPlus’s on-line premium rate number checking facility for instant information about the number in question. This facility is available at: http://www.phonepayplus.org.uk/numberchecker/
You can make a complaint to PhonepayPlus in the following ways:
* If you have a hard copy of the promotion in question (i.e. a page from a newspaper or magazine), you should make your complaint in writing with a copy of the promotion to:
PhonepayPlus, FREEPOST WC5468, London, SE1 2BR
* By using PhonepayPlus’s online complaint form at:
http://www.phonepayplus.org.uk/numberchecker/ComplaintForm_Numbercheck.a...
* By calling the PhonepayPlus free helpline on 0800 500 212 between 8.00am and 8.00pm, Monday to Friday.
Rates
You can find our rates for calling premium rate numbers on our website at www.Fullduplex.co.uk
Calling a premium rate number is more expensive than calls to other landline numbers. Premium rate numbers operate on a revenue share basis. The service that you access through dialing a premium rate number is paid for through your telephone bill. This means that a large part of the revenue generated from the call goes to the service provider responsible for offering the service. In effect the cost of the call is used to pay for the service being offered - the call is a payment mechanism for the service.
Disputes
We are members of the Communications & Internet Services Adjudication Scheme (CISAS). If you have a complaint about a call to a premium rate number appearing on your phone bill that we cannot resolve, CISAS can investigate the matter for you. Details of how you can contact CISAS are in the chapter on Complaints and Dispute Resolution below. Additionally, if you make a complaint to PhonepayPlus they can investigate the complaint and if the complaint is upheld order the premium rate service provider to pay you a refund. In circumstances where your telephone has been used without your permission to call a premium rate number PhonepayPlus may also be able to order that the service provider pays compensation to you.
Number Translation Services
Number translation services (NTS) numbers begin with 05 or 08. You can find our rates for calling NTS numbers on our website at www.Fullduplex.co.uk
Our rates for calls to NTS numbers vary by time of day and whether the call is made during weekdays or at weekends. There is no charge for calls to 0800 free phone numbers. Your monthly subscription package does not include calls to 0845 and 0870 numbers – these calls are charged separately.
8. Complaints and Dispute Resolution
We are committed to addressing any complaints as fairly as possible and within a reasonable time. If you are dissatisfied with any aspect of our service, please contact us and we shall do our best to resolve the problem as quickly as possible. We operate a complaints procedure to help ensure that any complaints are dealt with to your satisfaction:
* you can phone us on 020 7160 2111 and our customer service staff will do all they can to resolve any problems while you are on the phone. If your problem cannot be resolved during the phone call we will agree a course of action with you.
* you can contact us by email at http://Fullduplex.co.uk/contactus. We aim to reply to you as quickly as possible.
As soon as we become aware of your complaint we give it a complaint reference number. If you are unhappy with the way in which your complaint has been handled you can ask for it to be escalated. Escalation may happen immediately if you are on the phone or we shall arrange for a manager to contact you.
In the unlikely event that your complaint has not been resolved by us to your satisfaction within a period of twelve weeks, or if during the process of investigating your complaint a deadlock situation is reached, you have the option of referring your complaint to CISAS for independent consideration. CISAS will make an independent decision based entirely on the merits of your complaint. Contact details for CISAS are as follows:
CISAS
24 Angel Gate
London
EC1V 2PT
Website: www.cisas.org.uk
Email: info@cisas.org.uk
Telephone: 020 7520 3827
Fax: 020 7520 3829
Fullduplex is a member of CISAS which is approved by the communications regulator, Ofcom, for the handling of consumer disputes. CISAS is an independent approved dispute resolution service and is set up to resolve customer disputes.
9. Your Privacy
We are committed to the privacy of our customers and those who access our website and to compliance with the Data Protection Acts of 1984 and 1998 to ensure that data collected by us is processed properly.
Our Privacy Policy is published on our website at http://www.Fullduplex.co.uk/help_knowledgeBase_article.php?article=736.
10. Social Responsibility
We take our social, health and safety, environmental and employee relations responsibilities very seriously. In addition, we are fully aware of our regulatory responsibilities as a communications provider and in particular requirements of regulatory bodies such as Ofcom.
11. Useful Contact Information
Ofcom
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Email: advice@ofcom.org.uk
Web site: www.ofcom.org.uk
Tel: 0845 456 3000 or 020 7981 3040
Communications & Internet Services Adjudication Scheme (CISAS)
24 Angel Gate
London
EC1V 2PT
Web site: www.cisas.org.uk
Email: info@cisas.org.uk
Tel: 020 7520 3827
Fax: 020 7520 3829
Telephone Preference Service (TPS)
DMA House
70 Margaret Street
London
W1W 8SS
Email: tps@dma.org.uk
Web: www.tpsonline.org.uk
Tel: 020 7291 3320
Fax: 020 7323 4226
PhonepayPlus
Clove Building
4 Maguire Street
London
SE1 2NQ
Web: www.phonepayplus.org.uk
Tel: 0800 500 212
Fax: 020 7940 7456