Code of Practice
Introduction to our company and services
Odyssey Systems Ltd is an independent company that delivers communications
services to business customers. Whilst we may not provide all the
component parts of our services ourselves, we do take the responsibility for
the services delivered to you and will liase with our suppliers to ensure that
any problems with their services are resolved promptly.
Purpose of this Code of Practice
The Code informs you about our products, services, and customer care policies.
We have prepared it in line with guidance published by Ofcom.
How to contact us
By phone 01642
661800
By e-mail post@odyssey-systems.co.uk
By fax 01642
661801
In writing Odyssey
Systems Ltd, Lockheed Court,
Preston
Farm, Stockton on Tees, TS18 3SH
Or visit our website www.odyssey-systems.co.uk
Our commitment to you
We are committed to providing you with the highest quality of customer service.
When we purchase our services from wholesale provider(s), 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
- Landline
telephones
- Landline
calls
- Non-geographic
numbers e.g. 0800, 0845, 0870
- CPS-Carrier
Pre-Selection
- ISDN-digital
telephone lines
- Broadband
access
- Mobile
telephone and data services
- Equipment and
maintenance service
- Other
Telecommunications Services
For more details on any of our products and services, or to
place an order immediately, please contact our Customer Service Team on 01642
661800.
Marketing
We subscribe to principles of ethical Advertising, Sales Promotion and Direct
Marketing.
Terms and conditions
When you subscribe to a service from Odyssey Systems , we will send you our
Standard Terms and Conditions. We will ask you to pay by Direct Debit and
we may carry out a credit check as part of our assessment procedures.
If applicable, the minimum contract term for our services is 12 months unless
otherwise specified. We aim to provide services within five working days
of your original request, subject to the availability and installation of any
equipment or lines, and/or third-party products or services.
Cancellation
If you decide to cancel your order or agreement before we have provided the
services, you may do so without charge within seven days after your order is
placed. After seven days, we will charge you an administration fee.
After the minimum term, you can cancel our service by giving us 30 days
notice in writing.
Faults and repairs
Please call our Fault Service Team on 01642 661800 if you experience a fault with any of our services. We aim
to have this investigated and repaired within two working days.
Compensation and refund policy
Our policy is to provide services and products to your satisfaction, to the
best of our abilities and subject to our terms and conditions. If you
are not entirely satisfied with any service or product please call us
immediately on 01642 661800 and we will use our best efforts to rectify the
problem by whatever means we deem appropriate. Your rights are fully
protected by Consumer Law, and if we are unable to resolve the matter to your
satisfaction, our Complaints Handling Procedure is open to you.
Price lists
Details of our prices are available from our Customer Service Team on 01642
661800.
Billing
We will bill you monthly, unless otherwise specified.
If you wish to change your method of payment at any time, please call our
Customer Service Team.
We provide itemised bills as part of our service to you free of charge.
If you have difficulty paying your bill, please contact us on 01642 661800 and
we will try to arrange a different method of payment. We will do all we
can to help our customers to manage their bills and avoid disconnection.
If you are moving office
Please call our Customer Service Team on 01642 661800 no later than 30 days before your move date. We will amend
your account and billing requirements as necessary.
Number porting (if applicable)
Odyssey Systems will assist you in keeping your important Mobile and Non-geographic
telephone numbers, should you choose to transfer these to Odyssey Systems.
Complaints
We take customer complaints very seriously and we aim to
resolve them quickly and efficiently. If you have a complaint about any
part of our service, please contact our Customer Service Team on 01642 661800.
We will try to resolve your complaint quickly and efficiently, and to
keep you informed at all times.
If we cannot settle a complaint to your satisfaction, you may ask for help from
Otelo, the Telecommunications Ombudsman or Ofcom/Oftel. For more
information, please ask us for a copy of our Code of Practice for Complaint
Handling.
Statement of social responsibility
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,
or suspect it, please call the Customer Service Team on 01642 661800 to report
the incident, and for information on how to deal with this situation.
Services for people with special needs
We are committed to helping all our customers to communicate easily. We
offer the following additional services for customer who are older or who may
have a disability, including:
- Priority
access to the Customer Service Team
- Priority
fault repair and assistance
- Copies of
this Code are available in larger print.
Data protection
We are registered with the Data Protection Agency to hold information necessary
to supply services to our customers.
Useful addresses
Otelo, PO Box 730, Warrington, WA4 6WU. 0845
050 1614
Ofcom, Riverside House, 2a Southwark Bridge Road, London SE1 9HA. 020 7981 3000
Federation of Communication Services (FCS) 020
8249 6363
Burnhill Business Centre, Provident House, Burrell Row,
Beckenham, Kent BR3 1AT.
