Miso Communications Limited
Consumer Code of Practice
(issue date 14th May 2012)
1. The Purpose of this Code
We have produced this Code of Practice as part of our obligations under the telecommunications regulations that came in to force on 25th July 2003. The overall purpose of the Code is to provide consumers with a clear statement of the range of policies, services and support activities that we offer. It is intended to provide sufficient information for you, the consumer, 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 indeed to make a complaint.
2. Who We are
Miso Communications Limited is primarily a provider of Voice over IP (VoIP or Internet Telephony) services.
A typical VoIP provider will offer three basic services:
· A "fixed line" telephone number
· A facility to send and receive telephone calls to normal telephone subscribers, or other VOIP subscribers, utilising an Internet/broadband connection
· A facility to configure and use associated functionality such as call divert, call forwarding and voicemail
For the avoidance of doubt, a VoIP provider does not generally provide internet connectivity, or broadband connectivity, services. This is provided by the customer's Internet Service Provider, or ISP, although some ISPs do themselves also offer VoIP services.
The ability to send and receive calls utilising an Internet connection clearly also implies that the underlying Internet connection is functioning. This is an important consideration for customers of VoIP services in that the service will not function if the Internet connection itself does not function, perhaps due to a local power cut (although calls could be diverted to an alternative telephone number, such as the customer's mobile). Customers therefore need to make sure that they have other, alternative means of making and receiving telephone calls in emergency situations should the need arise. An excellent example of such a back up facility would be the use of their mobile telephone.
Miso Communications Limited is based in Ledbury, Herefordshire. Having said that we offer a national service due to our Soft Switch capability being located in secure facilities tele-hosting facilities in a major city.
We are a customer focussed company, and will prosper or die on our ability to live up to (and hopefully exceed) the rising expectations of our customers.
3. How to Contact Us
We offer a variety of means of contact, depending on your needs at any point in time. The principal methods are detailed below:
Our main telephone number is 01531 576 006
For general enquiries you can email us on firstname.lastname@example.org.
Should you wish to, or need to, contact us formally in writing then please do so either to our head office address:
Miso Communications Ltd
6 Worcester Road
Or alternatively to our Registered Office address:
Miso Communications Ltd
6 Worcester Road
4. Our Aims and Goals
Miso Communications Ltd aims to become a major player in the provision of VoIP services. We hope to encourage a new way of thinking in terms of could-based telecommunications.
5. The Services We Offer
The primary service we offer is a Voice over IP (VoIP or Internet Telephony) service.
We also able to supply associated equipment such as conventional telephone terminal adaptors and SIP phones, suitable for direct connection to a customer's Internet router.
6. Customer Service
We are building our customer base through the use of a variety of techniques including:
· Local press advertising
· Internet site presence
· Targeted leafleting
· Referrals and word-of-mouth recommendations
Where potential customers indicate to us that they do not wish to be directly contacted again we do our best to respect their wishes. In addition, when undertaking telesales activities, the telephone numbers called are screened using the Telephone Preference Service. If you wish to register with them that you do not want to receive “cold calls” by phone, then please visit their website (www.tpsonline.org.uk).
Ordering our Services
Customers wishing to order our service should do so via our web site.
The Customer has the right to cease using the Voice Telephony Service at any time although no rebate will be provided for unused time with regards to subscription based services, and the Customer shall remain liable for any ongoing subsription fees until such time as a formal notice of termination has been submitted and run its course.
We will use our reasonable endeavours to remedy faults with equipment we have sold to the customer, where that equipment is still within warranty, as soon as we can. However, we are not in a position to be able to specific guarantees on either a time-to-respond or a time-to-repair.
Up to date pricing on our standard services is available on the web site.
Customers will pay by Credit Card, or other approved payment mechanisms as may be permitted, in advance for subscription based services, unless agreed otherwise beforehand. Customers shall maintain a positive credit balance with us in order to permit them to make use of usage based services such as the making telephone calls, again unless agreed otherwise beforehand. We will issue VAT invoices for each payment made, unless requested otherwise, and copies of these invoices (going back at least 12 months) will be available within our Customer Portal.
Should a customer cease to pay for the service, then we reserve the right to charge interest on the overdue amount and/or to suspend/cancel the service until the account has been brought up to date.
Complaint Handing and Dispute Resolution
We take all complaints seriously and will do what we reasonably can to resolve the issue speedily and to the satisfaction of the customer concerned. If you have an issue with any aspect of our service, please call us on (01531) *** *** and we will do our best to resolve it.
If at the end of this procedure you feel your complaint has not been addressed properly, you can contact Ombudsman Services, our independent dispute resolution Service.
Ombudsman Services: Communications
PO Box 730
Telephone: 0330 440 1614.
Textphone: 0330 440 1600.
Otelo is an independent approved dispute resolution service and is empowered to resolve customer disputes; we are committed to this process. Otelo is approved by the communications regulator Ofcom.
If your complaint has not been resolved by us or our dispute resolution agency, or you require further information on the role of Ofcom see www.ofcom.org.uk or call them on 0845 456 3000.
7. Customer Rights and Obligations
Your rights and obligations when using our services are detailed in our Terms and Conditions, with the current version available on our web site.
8. How We Communicate with Our Customers
We aim to communicate with our current and potential customers using the most effective (and cost effective) means available. In practice, the majority of direct (one to one) communication with customers will be either via email or telephone. Where we wish to communicate on a wider basis than this will tend to be done via news and/or other postings on the web site.
In addition to the above, we are happy to support independent user-group web site forums and will seek to keep ourselves conversant with relevant posts – contributing ourselves as and when we feel it is appropriate. However, we do not monitor new postings on these sites with the same regularity as our other forms of communication.
This Code of Practice is in itself one of our methods of communication with our customers, as it seeks to outline our business aims, the services we offer, and what you should be able to expect from us as your service provider. A copy of this Code is posted on our web site. However, if you would like us to post you a copy then please do contact us via email, phone, or post and we will happily send you one. If you would like to receive it in a particular format (for example, a larger font size) then specify this at the time of asking and we will endeavour to oblige.
9. Social Responsibility
Where our customers inform us of special needs regarding either the installation of our service, or their ability to use it on an on-going basis, we will use our reasonable endeavours to satisfy those needs. Examples of this for our customers to consider would be:
· The use of a larger font for formal communications such as invoices etc
10. Approval and Review of this Code
We will publish revisions to this Code of Practice as and when we feel it will be necessary and/or beneficial. However, we also undertake to conduct a formal review of the Code once a year.
If you have any specific comments on this Code of Practice, or would like us to consider specific amendments, corrections, or improvements in a future revision, then please do contact us.
11. Further Contact Information
Ofcom Consumer Representation Section
2a Southwark Bridge Road
Web site: www.ofcom.org.uk
Tel: 020 7981 3000
Office of the Telecommunications Ombudsman (Otelo)
Web site: www.otelo.org.uk
Tel: 020 7634 5301
Fax: 01925 430 059
Telephone Preference Service (TPS)
70 Margaret Street
Tel: 020 7291 3320
Fax: 020 7323 4226