Code of Practice

 

Introduction to our Company and Services

elitegroup.im (Elite Group Isle of Man) is an independent company that delivers communications services to domestic and business customers.  While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

Purpose of this Code of Practice

This code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats, such as large print, braille, etc.

How to Contact Us

Please contact our Customer Service Team using one of the following:

By Phone: 01624 641177

Opening Hours: 9.00am to 5.00pm, Monday to Friday.

By Email: support@elitegroup.im

By Letter:

Customer Services Team
elitegroup.im Ltd,

50 Athol Street,

Douglas,

Isle of Man I

M1 1JB

 

Or via our website: www.elitegroup.im

Our Commitment to You

We are committed to giving you high-quality customer service.  When we purchase our services from wholesale providers, 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 services
  • Landline calls
  • FNP– Fixed Number Portability
  • WLR – Wholesale Line Rental
  • Broadband access
  • VoIP & IP telephony services
  • Non-geographic numbers
  • Intelligent Call Routing & Inbound Number Solutions
  • Connectivity & Network Solutions
  • Telephone Systems
  • International Number Services
  • Security, Storage & Data
  • IT & Hosting Services
  • Equipment and maintenance service

For more details on any of our products and services, or to place an order immediately, please contact our Sales Team on sales@elitegroup.im

Marketing

We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website www.cap.org.uk.

Terms and Conditions

When you subscribe to a service from Elite Group Isle of Man, we will send you an Order Form, our Standard Terms and Conditions and our Service Specific Terms and Conditions where relevant and ask you to sign an agreement, if applicable. If you have any questions, please phone our Accounts Team on accounts@elitegroup.im

We may carry out a credit check as part of our assessment procedures.

Where applicable the minimum contract term for our services will be as detailed on applicable Order Forms and/or our Standard Terms and Conditions.  We aim to provide services within agreed timescales and Service Level Agreements, subject to the availability and installation of any equipment and, where appropriate, lines to your premises.  If we need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.

Cancellation

If you are a consumer or a small business with up to 10 employees then should you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days of your order being placed.  For cancellations after ten working days we will charge you an administration fee as set out in your contract. If you wish to terminate your Agreement during the minimum term of your Agreement, please call our Corporate Accounts team on accounts@elitegroup.im

We will charge you a fee as set out in your contract. After the minimum term you can cancel any service by providing written notice in accordance with your agreement.

Faults and Repairs

Please call our Fault Service Team on 01624 641177 or support@elitegroup.im if you experience a fault with any of our services. We aim to have this investigated and repaired in accordance with your Service Level Agreement.

Compensation and Refund Policy

Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within 5 working days. Any refunds that are due will be credited to the next month’s invoice.

Price Lists

Our pricing structure is available from our Accounts Team on accounts@elitegroup.im. We will write to you in advance if we change the pricing structure on your products and services.

Billing

We will bill you as follows:

  • Licence Fees & Rental Charges are billed monthly in advance.
  • Call Charges & Excess Usage Charges/Power Charges/Bandwidth Charges are billed monthly in arrears.
  • Set-up Charges & Additional Service Charges are billed prior to service setup.
  • We may bill you and require you to pay in advance for equipment prior to us delivering such Equipment.

Payment methods are agreed at the start of your agreement. If you wish to change your method of payment at any time, please call our Credit Control Team.

We provide itemised bills as part of our service to you where applicable and on request and for an agreed fee.

If you have difficulty paying your bill, please contact us on 01624 641189 and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection. In any event, you will be given 48 hours’ notice of any decision to disconnect your services for reasons of non-payment. We reserve the right to disconnect your services for other reasons as stipulated and in accordance with your contract terms.

Moving Home or Office

Please contact our support team in the usual manner at support@elitegroup.im no later than 30 days before your move date. We will amend your account and billing requirements as necessary.

Number Porting

Elite Group Isle of Man recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please call our Customer Service Team on 01624 64 11 77

Complaints 

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.

Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution.

Alternatively, copies are available free of charge and on request from our Customer Service Team on support@elitegroup.im

Services for People with Special Needs

We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability:

  • Priority access to the Customer Service Team
  • Priority fault repair and assistance
  • Additional help and support if you have difficulty paying your bill
  • A free Directory Enquiries service for people who are unable to use the printed phone book
  • Copies of bills in large print, on computer disc (or in Braille) for customers who have difficulty reading their bill

Copies of this Code are available in larger print and other formats on request.

Data Protection

We comply fully with our obligations under the Data Protection Act 1998.

Code of Practice for Premium Rate Service and Number Translation Service Calls

Purpose of this Code of Practice

This code informs you, our domestic and/or business customers, about our policies on providing information about Premium Rate Service (PRS) and Number Translation Service (NTS) calls and on our charging policy for calls to PRS and NTS numbers.

Premium Rate Services

Premium rate services (PRS) are telephone numbers that offer some form of information or entertainment that is charged to your phone bill. UK-based PRS numbers are normally prefixed by “09” or “118”. Numbers starting 087 are also designated as Premium Rate numbers and subject to PRS regulation when they cost 7p per minute or more.

Typical services include TV vote-lines, mobile ringtone downloads, technical helplines, charity fund-raising and adult entertainment.

Charges for these services are made up of two parts, a service charge and an access charge and the total is added to your telephone bill. You will see the service charge advertised by the company providing the service alongside the number and this can be between 7p and £3.60 per minute, or £6 per call or per text (including VAT) for 08 and 09 prefixes.

Calls to 118 services can cost up to £15.98 per call plus a £7.99 per minute charge (including VAT). The access charge is kept by us, your phone company. Our access charge for calling these services is shown in our price list, which is available on request from our Customer Services Team and via our website.

If you have a problem with PRS, we can help. We can provide advice on checking the telephone number of any PRS charges that appear on your bill and will try to help you identify the premium rate service provider. We can use call barring to restrict access to “09” numbers.

Please call our Customer Service Team on 01624 64 11 77 for advice on this. We can give you a factsheet on PRS.

You can also ask for help from the Phone-paid Services Authority (PSA) which is the industry-funded regulatory body for Premium Rate Services. PSA operates a Code of Practice that sets out standards for the operation of PRS. You can use the PSA website at www.psauthority.org.uk to check PRS numbers direct and find contact details for the company in question or to submit a complaint.

PSA has the legal powers to require a provider of PRS to amend its service or promotional material (or both) and can also order refunds and impose penalties on service providers for breaches of the PSA Code.  For other ways to contact Phone-paid Services Authority, see the “Useful addresses” section below.

Number Translation Services

Number translation services (NTS) are based on numbers that are normally prefixed “08”. For example, 0800 and 0808 are used to provide Freephone services (some Freephone services are also provided on 0500 numbers). Numbers starting 084 are normally used for customer service helplines. 087 numbers are used for information services, technical helplines and telephone banking.

They are also used by organisations to help them provide call-management features such as intelligent call routing and fax-to-email services. Numbers starting 087 are also designated as Premium Rate numbers and subject to PRS regulation when they cost 7p per minute or more. Personal numbers prefixed 070 are also used for providing NTS such as “follow me” type services.

Charges for calling services on NTS numbers are made up of two parts, a service charge and an access charge and the total is added to your telephone bill. You will see the service charge advertised by the company providing the service alongside the number and this can range from free up to 13p per minute or per call (including VAT).

The access charge is kept by us, your phone company. Our access charge for calling these services is shown in our price list, which is available on request from our Customer Services Team and via our website. We can also give you a factsheet on NTS.

Internet Diallers

If you use the Internet via a dial up connection, it is possible for software to be placed on your computer without you knowing – using the same methods as for computer viruses. This type of software (known as Internet or rogue diallers) can then make calls to PRS and NTS numbers without your knowledge.

Software is available to detect this activity and we can help you to access this – please contact our Customer Services Team for details. Phone-paid Services Authority has been given responsibility for policing this type of activity and you can contact them via www.psauthority.org.uk to ask for help or to report examples of this type of abuse. For other ways to contact Phone-paid Services Authority, see the “Useful Addresses” section below. We can also help by barring calls to 09 numbers.

The Telephone Preference Service

If you don’t want to get sales and marketing calls you have not requested, you can add your details to a list run by the Telephone Preference Service (TPS). If your number is on the list, it is illegal for a company to call you for marketing purposes. You can contact the Telephone Preference Service via www.tpsonline.org.uk or by telephoning 0845 070 0707.

Code of Practice on Complaint Handling and Dispute Resolution.

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.

If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:

By Phone: 01624 641177

By Email: cs@elitegroup.im

By Letter:

elitegroup.im Ltd,

50 Athol Street,

Douglas,

Isle of Man

IM1 1JB

 

If you telephone, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask questions to confirm that we are speaking to the right person.

If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 14 working days but, depending on the nature of the complaint, this is not always possible. However, if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to a Company Director.  If we cannot resolve the problem, we will write to you.

If your complaint has reached “deadlock”, then you may ask for help from the Isle of Man Communications Commission by following their advice on How to Complain About Your Telecommunications Provider