1. Who We Are
Reality Telecom offers inbound call handling and other communications services
to businesses throughout the UK.
2. The Code of Practice
Reality Telecom aims to provide high levels of customer service and satisfaction.
This Code of Practice gives an overview of our approach to customer services
and the services we provide.
3. Our Services
Reality Telecom specialises in providing sophisticated inbound call handling
systems for all sizes of business, generally under the Call Navigator brand.
Our customers can choose from a range of inbound numbers including standard
geographic, freephone, local and national call, personal numbering and premium
rate services.
We offer customers a range of advanced features, accessed via our control
panel, so that companies can efficiently handling inbound calls and which provide
much of the functionality of a PBX with the ease of on-line management.
For a full list of our services, please visit our website which can be found
at www.call-navigator.co.uk or contact our Sales department (please see contact
details below).
4. Customer Service
Customer satisfaction is the most important part of our business. We describe
here our approach to our customers and the kind of customer services we offer.
If you have any questions or need any further information, you are welcome
to contact our Customer Service Department (please see contact details below
).
4.1 Cancellation of Service
You are usually able to terminate any of our services
by giving one month's notice.
4.2 Price Tariffs
Our up-to-date price tariffs are available from our website
which can be found at www.call-navigator.co.uk.
4.3 Billing and Payment
We generally invoice our customers on a monthly basis
for usage and recurring fees, with an interim bill being provided if an account
exceeds a pre-set limit. For more detailed information, please contact Customer
Services.
We accept payment by credit and debit card, or other methods by agreement.
We are able to provide itemised bills to customers who request this.
4.4. Complaints
In the unfortunate event that you feel that you need to make
a complaint about our service please call our Customer Services helpline on
08707 52 11 82, which is open 8.30-5.30 Monday to Friday (excluding public
holidays), or email to customerservices@realitytelecom.co.uk. In most cases
we will deal with your concern there and then.
If you would prefer to write to us instead, please address your letter to:
Reality Telecom Plc
PO Box 35
Knebworth
Herts
SG3 6WD .
If we cannot resolve your issue immediately, we will aim to resolve it (and
provide you with a response) within one week.
If you are not happy with the way your complaint has been handled you can
contact Customer Services and ask to speak to a Customer Services Supervisor.
If after having contacted the supervisor you are still not satisfied, you should
ask for your complaint to be reviewed buy the Head of Customer Services.
If we have not been able to resolve your complaint to your satisfaction within
40 working days from when you notified us, we will send you a letter or e-mail
confirming this. This communication is normally referred to as a “deadlock
letter” and confirms that there is nothing more we can do with respect
to your complaint.
When you have received the deadlock letter from us you may wish to refer
the complaint to one of the two following organizations. The Telecommunications
Ombudsman is appropriate if you are a small business, while Ofcom should be
contacted if you are larger.
Telecommunications Ombudsman
The Telecommunications Ombudsman (Otelo) is a free and independent service
that deals with complaints by residential and small business customers against
member telecommunications companies. Otelo is funded by Reality Telecom and
other telecoms companies. You will find the contact details for Otelo below.
The Office of Communications
The Office of Communications (Ofcom) is the body set up by the Government
to monitor and regulate the telecommunications industry within the UK. You
will find the contact details for Ofcom below.
5. Terms and Conditions
Our terms and conditions describe the general legal and contractual obligations
between our customers and us. The details of the terms and conditions will
vary from time to time and will depend on the kind of service purchased. These
terms and conditions can be found on our website (www.call-navigator.co.uk).
6. Copy of Code of Practice
You can obtain a copy of this Code of Practice from our website (www.call-navigator.co.uk).
7. Status of this Code of Practice
This Code of Practice is not legally binding upon either yourself or Reality
Telecom and as such cannot be relied upon in a court of law.
8. Useful Contact Details
8.1 How to contact us
Reality Telecom Plc
PO Box 35 , Knebworth, Herts SG3 6WD
Sales and General Contact
Phone: 08709 220 888
E-mail: sales@realitytelecom.co.uk
Web: www.call-navigator.co.uk
Customer Services
Phone: 08707 52 11 82 (8.30-5.30pm Mon-Fri excluding
public holidays).
E-mail: customerservices@realitytelecom.co.uk
8.2 Other Organisations
Office of Communications (Ofcom)
Riverside House, 2a Southwark Bridge Road, London SE19HA
Phone: 0207981 3000
Fax: 0207981 3333
E-mail: contact@ofcom.org.uk
Web: www.ofcom.gov.uk
Ofcom is the main regulator for the UK telecommunications industry.
Office of the Telecommunications Ombudsman (Otelo)
W ilderspool Park, Greenall's Avenue, Warrington WA4 6HL
Phone: 0845 050 1614
Fax: 01925 430059
E-mail: enquiries@otelo.org.uk
Web: www.otelo.org.uk
Otelo resolves disputes between member operators and their residential and
small business customers. Reality Telecom is a member of Otelo.
The Independent Committee for the Supervision of Standards
of Telephone Information Services (ICSTIS)
4th Floor, Clove Building, 4 Maguire Street, London SE12NQ
Phone: 0207 940
7474
Fax: 0207 940 7456
ICSTIS regulates Premium Rate Services (numbers commencing
with 09).
Effective date: 1st June 2005
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