Code Of Practice
Introduction to our company and services
9 Group (Retail) Ltd delivers communications services to domestic and business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
Purpose of this Code of Practice
This code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website at www.9group.co.uk. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats
How to contact us
Please contact our Customer Service Team:
By phone: (From 9am until 6pm Monday-Friday) 0800 970 2999
By email: customerservice@9group.co.uk
By letter: 9 Group Ltd, Victory House, Chobham Street, Luton, Bedfordshire, LU1 3BS.
Our commitment to you
We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.
Our products and services
Outbound calls
ISDN – digital telephone lines
Fixed Line Landline
Telephone Systems & Hardware
Mobile
Inbound Call Management
SIP Trunking
Data Connectivity
Broadband
Hosted Telephony
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0800 970 2999
Marketing
We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website www.cap.org.uk
Terms and conditions
When you subscribe to a service from 9 Group (Retail) Ltd, we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 0800 970 2999.
The minimum contract term for our services is dependent on which services you decide to take. For more information on minimum contract terms please phone our Customer Service Team on 0800 970 2999.
We aim to provide services within 10 working days of your original request, subject to the availability and installation of any equipment and, where appropriate, lines to your premises. If we need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.
Cancellation
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days after your order is placed. After ten working days an early termination charge may apply but this will be explained to you. Any applicable early termination charges can be found in your Terms and Conditions.
Faults and Repairs
Please call our Faults Team on 0800 9702999 if you experience a fault with any of our services.
Compensation policy
9 Group (Retail) Ltd provide clear, transparent, plain English information regarding the trading agreement with the terms and conditions for our organisations to work together. Our reputation and dedicated support teams ensure we provide high level support when you most need it and we aim to have you up and running again as soon as possible. As a result, we do not subscribe to fixed voice , other fixed-line services, Broadband service level agreements or the Automatic Compensation Scheme as we feel our standards, experience and flexibility provide you with better practical solutions than relying on a prescribed minimum standard. Our terms and conditions are always available for you at https://9group.co.uk/terms-and-conditions/
Price lists
Our pricing structure is available from our Customer Service Team on 0800 9702999. We will contact to you in advance if we change the pricing structure on your products and services.
Billing
We will bill you monthly (or explain your billing cycle).
You can pay us via a range of options including credit card, cheque and direct debit. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Experience Team.
We provide itemised bills as part of the service to you/ on request for a fee of £5.00 per month.
If you have difficulty paying your bill, please contact us on 0800 9702999 and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection. In any event, you will be given 48 hours notice of any decision to disconnect your services.
If you are moving home or office
Please call our Customer Service Team on 0800 9702999 giving at least 30 days’ notice before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.
Number porting
We recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time. Please give us as much notice as possible. For more information, please call our Customer Service Team on 0800 9702999
Complaints
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website at www.9group.co.uk Alternatively, copies are available free of charge and on request from our Customer Service Team.
Nuisance calls
We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team on 0800 9702999 to report the incident and for information on how to deal with it.
Services for people with special needs
We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability, including:
- Priority access to the Customer Service Team
- A free Directory Enquiries service for people who are unable to use the printed phone book
- Copies of bills in large print, on computer disc (or in Braille) for customers who have difficulty reading their bill
Copies of this Code are available in larger print and other formats on request
Data protection
We comply fully with our obligations under the Data Protection Act 1998.
Useful addresses
The Ombudsman Services – Communications (formerly Otelo) – PO Box 730, Warrington, Cheshire, WA4 6WU. Tel: 01925 430870 or 0845 050 1614 email: enquiries@otelo.org.uk Website: www.otelo.org.uk
Ofcom – Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 or 0300 123 3333 email: contact@ofcom.org.uk Website: www.ofcom.org.uk
Phone-paid Services Authority – 40 Bank Street, London E14 5NR Tel: 0300 30 300 20 Website: www.psauthority.org.uk
Telephone Preference Service – DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk
Federation of Communication Services (FCS) – Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 7186 5432 email: fcs@fcs.org.uk Website: www.fcs.org.uk