Code of Practice

1. INTRODUCTION
This code of practice aims to provide information about the services available from Telemaxx Ltd to small business and residential customers. It explains the relationship between you and Telemaxx and how to contact us when you want help or advice from us about our services. This code also explains what you should do in the unlikely event that something should go wrong and the way we'll remedy your problem.

The telecommunications services described in this code are subject to availability and may be modified from time to time.

2. TELEMAXX LIMITED - AN OVERVIEW
Telemaxx Limited is an independent telecommunications company focusing on the supply of telephone, data, mobile and Internet services to both residential and business customers across the UK. Our products are distributed through our direct sales force and independent sales agencies.
3. HOW TO CONTACT US
Should you need to contact Telemaxx during our normal business hours, between 9.00 am and 5:30pm Monday to Friday, you can do so through telephone, facsimile, Royal Mail or e-mail at the contact points shown below. Outside of these hours calls and message can be left and responded to the next working day.

Address:
Telemaxx Limited 
26-27 Charter Gate 
Moulton Park 
Northampton 
NN3 6QB 

Customer Services Telephone Number: 0845 8 738384
Customer Services Facsimile: 0845 8 738385

Customer Services Email: support@telemaxx.co.uk
Sales Enquiry Email: sales@telemaxx.co.uk

Website: www.telemaxx.co.uk

4. OUR COMMITMENT TO YOU
Telemaxx is committed to providing its customers with the highest quality of service. Our company delivers to its customer's telecommunications services purchased from the following wholesale suppliers and carriers, BT Wholesale, BT Openreach, Energis (Cable & Wireless), Gamma Telecom and T Mobile. Every reasonable effort is made to ensure that the services we supply satisfy your requirements.

5. COMPENSATION & REFUND POLICY
Telemaxx will deal with any compensation or refund claim on a case by case basis. Please contact customer services by any method as shown in section 3.

6. OUR PRODUCT PORTFOLIO
Telemaxx offers a wide range of products utilising the BT Wholesale Access and the BT Wholesale Digital range of products and carrier pre-selection, these are

PSTN lines - single and multi-line auxiliary
PSTN calls
ISDN 2e lines
ISDN 2e calls
ISDN 30e lines
ISDN 30e calls .

In addition to these fixed line products we are also able to provide the following:

Mobile Services
A range of Network Services and Features
ADSL - Broadband Domain & Web Hosting
V.O.I.P
Carrier Pre-Selection

7. ABOUT OUR SERVICES
7.1 Ordering a new service or Transferring to Telemaxx
To order any of our services please call customer services on 0845 8 738384

We normally do business on our standard terms and conditions, a copy of which is available on request from our customer services team or via this website

The minimum term for telephone service is 30 days. We will endeavour to provide telephone service within 21 days of your original request, this is subject to the availability of lines at your premises. If there are special circumstances such as the need to install additional cabling we will advise you of the revised timescales.

7.2 Moving Home or Office
If you are moving home or office please call our customer services team on 0845 8 738384 at least 14 days before you move, so that we can make the appropriate arrangements. If there are special circumstances regarding the move we will advise you of the revised timescales. It is important to let us know when you are moving to ensure that you are not charged for calls made from your old address once you have moved. You will remain responsible for any calls made until the point of notification. A final bill will be sent to your new address once you have moved.

7.3 Repairs
Should you experience a fault on your line please contact customer services on 0845 8 738384, alternatively you can contact customer services by email at support@telemaxx.co.uk. We align our response times and services with BT and offer higher levels of customer fault care should you require them.

7.4 Cancellation
All cancellations need to be notified in writing to Telemaxx, at the contact address given above. If you cancel your order for Telemaxx to provide your telephone service, you can do so, without charge, within 10 working days of placing your order. After 10 working days we will apply a compensation charge as per the terms and conditions of the contract which can be found on this website.


7.5 Telemaxx Product Pricing
Please contact our Customer Services team for our current price list for our services and products or visit this website.

7.6 Billing
Telemaxx produces for you a monthly invoice at the beginning of each month. We provide itemised bills as part of our service, we can also provide this in an electronic format by email if required. Please contact the customer service team for more information.

8. PAYMENT
Our preferred method of payment is Direct Debit. If you would prefer a different method of payment, this can be arranged at an extra cost according to the terms and conditions of your contract.

Should you have difficulty paying your bill please contact us as soon as possible so that we can arrange a suitable alternative method of payment. Please do not cancel your Direct Debit, as this will need to be in place for future payment collections .

Where a Direct Debit is unpaid due to insufficient funds or cancellation of the direct debit instruction, an administration charge may be included on your next monthly bill. To discuss the amount that will be charged please call our Customer Services Team 0845 8 738384

We will not disconnect you from our service unless payment is defaulted, or a direct debit is not in place to allow us to collect future payments. Prior to doing so we will contact you advising of the outstanding balance or the need for you to re-establish the direct debit instruction, allowing 7 days for this to be done. After this period we may restrict your telephone service by way of call barring to prevent an increase in the debt.

We may disconnect your service for other reasons and these are given in our Contract Terms and Conditions, a copy of which is available from our Customer Services Team or via our Website www.telemaxx.co.uk

9. COMPLAINT PROCEDURE & ALTERNATIVE DISPUTE RESOLUTION
Should you have a complaint about our service, please contact customer services by any of the methods listed below. We treat all complaints very seriously and operate a complaint procedure to resolve issues as quickly as possible to all party's satisfaction.

Customer Services Telephone Number: 0845 8 738384
Customer Services Facsimile: 0845 8 738385 

Address:
Telemaxx Limited 
26-27 Charter Gate 
Moulton Park 
Northampton 
NN3 6QB 

Email: support@telemaxx.co.uk

Telemaxx is also a member of OTELO, Office of the telecommunications Ombudsman. www.otelo.org.uk. If we are unable to resolve your complaint satisfactorily, we will issue a "deadlock" letter so that you may make a complaint through Otelo, an independent alternative dispute resolution scheme. We can provide you with details of this service. Alternatively if more than three months has passed since you first made your complaint, please contact the ADR scheme directly. Please find Otelo contact details below

Otelo Address:
Otelo
PO Box 730
Warrington
WA4 6WU
Telephone: 0845 050 1614 or 01925 430 049 Email: enquiries@otelo.org.uk
Web site: http:// www.otelo.org.uk

10. SOCIAL RESPONSIBILITY
Should you experience malicious or nuisance calls please call our Customer Services team on 0845 8 738384 for information on how to deal with the situation. Telemaxx recognizes that malicious calls cause annoyance, inconvenience and a great deal of anxiety. We take this problem very seriously and work with the BT nuisance call bureau, the police and others in the Telecoms industry to tackle it.

11. SERVICES FOR PARTIALLY SIGHTED OR DISABLED CUSTOMERS
We are committed to helping our customers to communicate easily, if you have difficulties reading your bill we can arrange for copies of the bills in large print, audiotape or Braille.

12. OTHER USEFUL CONTACT INFORMATION
Ofcom
Riverside House 2a Southwark Bridge Road
London
SE1 9HA
Telephone: 0207 981 3040
Website: http://www.ofcom.org.uk/

13. CODES OF PRACTICE - AVAILABILITY AND STATUS
These codes of practice are available by request from Telemaxx Customer Service 0845 8 738384 or visit our Website www.telemaxx.co.uk and are applied in spirit as well as in the letter. This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom's Web site at http://www.ofcom.org.uk/telecoms/ioi/g a regime/gce/ccodes/ccodes.pdf