Code Of Practice

SURETEC SYSTEMS LIMITED is a company incorporated and registered in Scotland with company number SC258005 whose registered office is at The James Gregory Centre, Campus 2, Balgownie Road, Aberdeen, Scotland, UK. AB22 8GU. (in this Code of Practice "We" or "Our" or "Us").

The purpose of this Code of Practice is to: i) inform Our customers ("You") about the Publicly Available Telephone Services ("Services") which We offer; ii) bring to Your attention important details concerning Your purchase of Services from Us; and iii) let You know how to contact Us.

The formal Terms and Conditions of our contractual relationship with customers can be found on our website at http://www.surevoip.co.uk/terms-conditions or can be supplied to You upon demand.

1   Our Services

1.1   Inbound calls and outbound termination using VoIP – Voice over IP

1.2   Hosted IP Telephony

1.3   Conferencing systems

1.4   Fax and SMS services

1.5   UK wide telephone number provision

1.6   Connections to the Internet; broadband and Ethernet services

1.7   Access to all services via an API

1.8   Instant Messaging

1.9   Pay monthly and PAYG Mobile

2.0   Mobile Apps

2   Standard fees

Suretec publishes its prices in electronic and paper form available from our sales and customer service team and also at: http://www.surevoip.co.uk/products-services

3   Minimum contractual term

All Services paid for either annually or monthly will be subject to initial contract periods of twelve (12) months or ninety (90) days respectively.

4   Emergency calls

4.1   We shall provide access to 999/112 public emergency call services and shall take all reasonable steps to provide uninterrupted access to such services. However it is possible that the Services may become unavailable as a result of things over which We have no control, for example, failures of Your internet service provider (ISP) or internet connection. In such circumstances all services (including 999/112 public emergency call services) will be unavailable.

4.2   Our Services may not provide Your phone number and location details to the operator of 999/112 public emergency call services if You make a public emergency services call. You may have to provide Your location information and phone number verbally to the operator.

4.3   If the Services are to be used principally at a single, fixed location, You must register with Us the address of the place where the service will be used, in order to assist emergency services organisations.

5   Number Portability and further features

5.1   We provide number portability.

5.2   We provide access to a directory-enquiry facility, access to operator-assisted services, calling-line identification facilities, and itemisation of calls free of charge.

6   Special measures for end-users with disabilities

6.1 Any of our literature, including this code, are available in large print or audio format. Please contact Customer Services with your full name, address and telephone number so that we can send it to you or contact you in the unlikely event of a problem.

6.2 Priority fault repair. In order to take advantage of our priority fault repair service, customers with special needs must pre-register their requirements with us. Please note that priority fault repair is only available for some products and services and may also incur a separate charge. Please contact customer services for more information

7   How to contact Us to resolve complaints

7.1   You can contact Us:

7.1.1   by post to Suretec Systems Limited, The James Gregory Centre, Aberdeen Science and Technology Park, Bridge of Don, Aberdeen AB22 8GU;

7.1.2   by email to support@suretecsystems.com; or

7.1.3   by telephone +44 (0)1224 279 484, fax +44 (0)1224 824 887.

We shall respond to You within 5 working days.

7.2   Our Managing Director accepts full responsibility for effective complaints handling. In all cases we will treat your correspondence in strict confidence, with fairness and objectivity.

7.3   If you are still unhappy:

7.3.1   we are registered with the Ombudsman Service. Ombudsman Services was founded in 2002 to provide independent dispute resolution. It provides an independent, impartial and cost effective means of resolving disputes outside the courts for communications providers and their customers. This is the last point of contact if customers are not satisfied with the service or with the complaints procedure. Contact - Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU T: 0330 440 1614 F: 0330 440 1615 W: Ombudsman Services Contact Form ("ADR Scheme"). We will abide by any decision made under the ADR Scheme. You are not bound by any decision made under the ADR Scheme and participation in the ADR Scheme by You will not prevent You commencing court proceedings;

7.3.2   we are regulated by the Office of Communications ("Ofcom"), the independent regulator and competition authority for the communication industries in the United Kingdom. Ofcom can be contacted by post to Ofcom, Riverside House, 2a Southwark Bridge Road, London SE1 9HA, or by calling 0300 123 3333 or 020 7981 3040; and

7.3.3   we are a member of the Internet Services Provider Association ("ITSPA") and subscribe to the ITSPA Code of Practice. ITSPA can be contacted by post to ITSPA Secretariat, 11 Buckingham Palace Road, London SW1W 0WQ, by email to admin@itspa.org.uk or by calling +44 (0)20 7340 1422.