Code of Practice
KCC Global Telecoms Ltd, trading since 1998, is a company with a strong telecoms background who provide a “one bill” solution for your telecom requirements.
THE PURPOSE OF THIS CODE OF PRACTICE
This code of practice is designed to provide information about KCC Global’s relationship with you. We review it’s contents on a regular basis in accordance with requirements stated by Ofcom.
OUR PHILOSOPY
We try to provide the best service, using the latest technology to assist our customer needs. We care about the experience our customers have of our services and try to assist in all aspects of interaction between our services and customer systems.
PROCESSING YOUR ORDER
Once we receive your order, you will be assigned to a representative within customer services who will monitor the progress of all your provisioning requests.
We will start by confirming your technical requirements, and then assign a date for completion of your order.
On the day of completion, we will contact you to confirm that the installation has gone smoothly and, if so, request that you fax us a completed acceptance of service form.
PRICING INFORMATION
We do not currently publish prices for all our services on our website. If you require up to date prices for any reason for any of our services, you should contact us using the details below.
CREDIT VETTING
As a new customer, we will undertake a check on your credit worthiness with a credit vetting bureau. If the credit check is unsatisfactory, you may be asked to pay a deposit to us prior to your order being fulfilled. Alternatively , you could choose to pay for the services in advance of receiving them.
If you are an existing customer and you request a new service, you maybe required to pay a deposit if you have not paid your bills on time in the past.
BILLING
We will bill you monthly, in arrears, for all recurring charges (monthly in arrears for any other charges) . Each service you receive from us will be itemised on the bill, as will any usage-based charges. All usage based charges will be billed to the nearest second. Your bills will be sent on or around the 15th day of each month.
Payment is due within 14 days of the date of the invoi0844 811 0855ce. Your payment options will be as agreed with you when you signed up for the service, namely:
• electronic bank transfer (BACS / CHAPS)
• cheque
• in some circumstances, credit card (Visa, Mastercard or American Express)
LATE PAYMENTS AND DISCONNECTION
If you have not paid your bill within 14 days of the date of invoice, we will contact you to remind you and to find out when the bill will be paid. If your bill remains unpaid 30 days from the date of invoice, services will be suspended. If you have a dispute with regard to any portion of your invoice, you must contract us within 14 days of the date of invoice. If we decide to withdraw your service for reason of non-payment, we will advise you when the withdrawal process has started. If payment is then received from you promptly, it may be possible to reinstate your service incurring a reconnection charge of £33 + VAT. We are entitled to to charge you interest on any amounts that remain outstanding after 14 days from the date of the invoice. If we have still not received payment following disconnection of the service, we will issue court proceedings and all court costs will be payable by the debtor.
CANCELLATION
Cancellation of services will only be accepted in writing by post and recorded delivery. Customers can cancel in writing to KCC Global Telecoms, Global House, Adlington Estate, Adlington, Cheshire, SK10 4BF.
HANDLING CUSTOMER COMPLAINTS
COMPENSATION / REFUND POLICY
Should a customer require compensation for loss of service whereby KCC Global have been negligent, KCC Global require the request to be sent in writing by the post to KCC Global Telecoms, Global House, Adlington Estate, Adlington, Cheshire, SK10 4BF or by email to talk2@kccglobal.co.uk.
COMPLAINT HANDLING PROCESS
If you should have cause to complain about our services,
please send your complaint in writing by post to KCC Global Telecoms Limited, Global House,
Adlington Estate, Adlington, Cheshire, SK10 4BF or by email to talkto@kccglobal.co.uk.
KCC Global will review your complaint within 2 weeks and contact the customer with a suggested resolution.
If in the event the complaint /compensation request is due to a third parties negligence,
KCC Global will report the claim to the said party. KCC Global does not accept liability
for loss of revenue, loss of business or expected savings if a complaint is found to be with a third party.
Any credits or resolutions received by the third party will be passed onto the customer.
A complaint for is available, should you wish to log a complaint please request a form by email to
talk2@kccglobal.co.uk or by phone on 0844 811 0844.
RECONNECTION
If you wish to be reconnected following termination by us, you will have to pay a re-connection fee in the event that we agree to reactivate the service. Reconnection can take up to 48 hours.
CONTACT DETAILS
CUSTOMER SERVICES
For any enquiries about customer support and services, please contact Customer Services on the contact details below.
KCC Global, Global House, Adlington Estate, Adlington, Cheshire, SK10 4BF. Tel:0844 811 0844 Fax: 0844 811 0855
Email: talk2@kccglobal.co.uk Website www.kccglobal.co.uk
UK SALES OFFICE
For any enquiries abour our products and services, please contact us at the address above or via email at sales@kccglobal.co.uk
GENERAL
DATA PROTECTION
We respect the privacy of the personal information which you may provide to us. We will comply with: The Data Protection Act 1998; the Privacy and Electronic Communications Regulations 2003; and all other relevant legislation.
CODE OF CONDUCT
A copy of the KCC Global code of conduct can be obtained on the website: www.kccglobal.co.uk or by requesting it to be sent to them in the post. A request can be given in writing to KCC Global Telecoms Limited, Global House, Adlington Estate, Adlington, Cheshire SK10 4BF. Or by email to talk2@kccglobal.co.uk
COMMUNICATION WITH CUSTOMERS
We communicate with our potential and existing customers in the following ways:
• Telephone
• Post
• Email
• Instant messaging
• Fax
• Through our website-advertisements in newspapers and the business press
We aim to adhere to marketing guidelines laid down by the Advertising Standards Authority, specifically the British Code of Advertising, Sales Promotion and Direct Marketing (the “CAP Code”).
USEFUL ADDRESSES
OFCOM
Ofcom is the regulator for the UK communications industries, with responsibilities accross television, radio, telecommunications and wireless communications services. Ofcom exists to further the interests of consumers as the communications industries enter the digital age.
You can get in touch with the Ofcom Contact Centre in the following ways:
Tel: 0845 456 3000 / 020 7981 3040 Fax: 0845 456 3333
Post: Ofcom Contact Centre, Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
Email: contact@ofcom.co.uk
Web site: www.ofcom.org.uk