Code of Practice

Clarity Telecom Code of Practice Clarity Telecom Ltd is an independent company that delivers communications services primarily to business customers. Whilst we may not deliver every component of your telecom solution directly, 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. At Clarity Telecom we are committed to providing you with outstanding customer service and we want to ensure that we continuously listen to our customers, to understand their concerns and respond appropriately. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following By phone: UK 0800 912 1000 ROI 1800 855 111 By email:   support@claritytele.com By letter: UK Clarity Telecom Limited, Suite C1 Lanyon Quay, Lanyon Place, Belfast, BT1 3LQ ROI Clarity Telecom Limited, Unit 3 Riverside, Whitestown Business Park, Tallaght, Co Dublin If you telephone, our trained customer service advisors will ask you about your complaint and seek to resolve the problem while you are on the line. If you make your complaint by email or in writing, we will acknowledge receipt and provide you with a complaint reference and point of contact for checking progress on the resolution of your complaint. We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 5-10 working days but, depending on the nature of the complaint, this is not always possible and in those instances we will advise you of the expected timescale to resolve. However, if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager. If we cannot resolve the problem, we will write to you to say so. If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from Alternative Dispute Resolution Scheme (UK Only). Clarity Telecom are registered with the Communications and Internet Services Adjudication Scheme (CISAS), please see below for contact details. Communications and Internet Services Adjudication Scheme (CISAS). International Dispute Resolution Centre 70 Fleet Street, London, EC4Y 1EU, United Kingdom Email: info@cisas.org.uk Tel: 020 7520 3827 Fax: 020 7520 3829 In the South of Ireland you can contact the regulator Comreg for assistance. COMREG Commission for Communications Regulation Block DEF, Abbey Court Irish Life Centre Lower Abbey Street Dublin 1 Tel: + 353 1 804 9600 LoCall: 1890 22 9600 Consumer Line 1890 229668 Fax: + 353 1 804 9680 http://www.comreg.ie Disconnection policy: It is our policy here at Clarity that bills due must be paid on or before the date specified on the bill. This normally allows a period of 14 days after the bill date for payment, 21 days if you pay by direct debit. If you do not pay your account by the due date we may restrict your ability to make and receive calls. Before doing this we will endeavour to contact you to remind you that your bill is overdue. Should your line be restricted in this manner you will still be able to contact the emergency services via 112 or 999. If after we restrict service in this way your balance remains outstanding we will write to you informing you that your contract will be terminated (notification of termination). If the amount due remains unpaid after the time specified in the notification of termination your account will be terminated and your line removed. At this point you will no longer be able to contact the emergency services and will receive your final bill. We will continue to follow up on outstanding balances after the final bill issues.   This Code of Practice in no way infringes on your statutory rights.