Code of Practice for Domestic
and Small Business Customers
NTE is a leading provider of communications products and services
to business customers, providing fixed lines, calls, line
installation and rental, mobile solutions and maintenance.
Our aim is simple:
· to drive down your costs
· to deliver constructive advice
· to deliver great service
· to provide a one-stop shop for all your network services.
About this code
This Code of Practice is written in response to the General
Condition of Entitlement (GC) 14.2 and GC 14.4 (Codes of Practice
and Dispute Resolution) as set out in sections 52 to 55 of
the Communications Act 2003. It is designed to state publicly
how we will act in the conduct of our business and it complements
and should be read together with our Terms and Conditions.
NTE is a business-to-business organisation and rarely conducts
business with the domestic consumer. Therefore, this Code
of Practice is aimed at business customers.
1 Faraday Road
North East Industrial Estate
0845 034 6622
0845 034 6601
Opening hours are Monday to Friday 09:00 to 17:00. For out
of hours line fault reports please contact us on 0845 034
6622 and you will be transferred to our 24 hour service team.
· Low cost call tariffs, local, national, international
· PSTN (analogue), ISDN2 and ISDN30 landline provision
· Business Broadband (ADSL and SDSL) provision and
· Managed Internet services (Leased Line, MPLS)
· Inbound services
· Non-geographic / geographic number porting and translation
· Maintenance of equipment
· IP telephony products and services
For further information or to order any of our products and
services please contact us on 0845 034 6622 or go to www.nte.works.
Line provisioning and line rental prices are determined according
to the contract term and number of lines ordered. Standard
line rental and provisioning prices are available on request.
Call tariffs are individually tailored to a specific customers'
usage. As part of our service, we undertake a detailed analysis
of a client's call spend and line usage and use our experience
to recommend specific 'bundles' of products and tariffs to
deliver the maximum cost saving to the client. Standard call
tariffs are available on request.
Maintenance prices are determined according to the type and
age of equipment and the number of extensions in use.
Terms and conditions
Any product or service sold by NTE is subject to our Terms
and Conditions. For a copy of our Terms and Conditions, please
contact our Customer Services Department on 0845 034 6622,
alternatively you can find them on the reverse of the Agreement
signed by customers when ordering from us and a copy is also
published on our website www.ntenetworkone.com.
The minimum contract period (minimum period) for relevant
services will be stated on your Agreement. Where no contract
period is specified on the Agreement, our Terms and Conditions
state that the minimum contract period is 12 months.
Cancellation of services
Customers are entitled to cancel services in writing to NTE
Limited at any time.
To cancel an Agreement you must notify NTE of your cancellation
in writing at the above address and giving 90 days notice,
or such shorter period as we may agree. Reconciliation charges
will be levied should you terminate an Agreement during the
minimum contract period. Full details regarding the termination
of an Agreement can be found in our Terms and Conditions or
alternatively please contact our Customer Services Team who
will be happy to advise you.
NTE maintain the highest standards of Customer Service. Our
experienced network team are on hand to offer advice and support
at every step and to specifically tailor our products and
services to suit your individual needs. We have carefully
selected our suppliers to ensure that our customers receive
the best quality service available. All calls are routed across
Tier One network providers to ensure the highest call quality.
We respond to all customer queries promptly and our dedicated
team ensure resolution of issues is quick and to your satisfaction.
Compensation or refund policy
Upon notification of a billing error, we will immediately
carry out an investigation, and if appropriate will issue
a refund to the customer upon request.
The full extent of our liability is clearly set out in our
Terms and Conditions. NTE will review each case for compensation
or refund on an individual basis and reach a decision based
on the circumstances particular to that case. Where appropriate
NTE will claim compensation on your behalf from our suppliers.
Fault reporting and resolution
Should you experience a problem with any of our services,
please contact us on 0845 034 6622, Monday to Friday 8.30am
to 5pm. If you wish to report an 'out of hours' line fault
you can call 0845 034 6622 at any time and you will be transferred
to our 24 hour service team.
Incoming customer fault reports for both network services
and maintained equipment are logged immediately and are dealt
with in order of priority. The level of service offered and
response times are constantly monitored to ensure customers
receive a prompt, efficient and professional response to all
enquiries. During office hours we aim to achieve a first response
to all network service problems within one hour. For equipment
maintenance we aim to achieve a first response time of four
hours. For customers who require a faster than standard response
we do have a range of additional service care packages, to
discuss your requirements please contact our customer services.
Please note that line faults are subject to BT response times
and outside the hours of 8am to 5pm, Monday to Friday BT will
only respond to a line fault logged by NTE where the customer
has paid for Care Level 2 (Prompt Care) or Care Level 3 (Total
Care). For more information about Care Levels please our Customer
Services Department on 0845 034 6622.
We will keep you fully informed of the progress of any fault
until resolution is achieved.
Bills are issued monthly and payment collected by Direct Debit
14 days after the date of invoice. Other payment methods and
terms may be agreed by special arrangement.
Summary reports are issued with the monthly invoices. Reports
are also available online, ask Customer Services for more
information. Fully itemised billing is available on request
and may be chargeable.
If you find that you are unable to make a payment within the
14 day payment terms, please contact our Customer Services
Team on 0845 034 6622 to avoid any disruption to your service.
If bills are not paid we will initially issue a reminder
and attempt to contact you by other means. A second letter
follows this reminder and will provide two working days notice
of Restriction of Services. A third letter warning of disconnection
of services will be sent out providing seven days notice of
disconnection of services. This process is designed to give
you sufficient opportunity to settle your account before services
are disconnected. Reconnection of services can only take place
on full payment of the outstanding account and there will
be a reconnection charge for each line involved.
Complaint handling process
Please contact our Customer Services Team on 0845 034 6622
who will immediately investigate your complaint and work quickly
and efficiently towards a satisfactory resolution. Incoming
customer complaints are logged and given highest priority.
We continually provide feedback to you on the progress of
In the event that a customer is dissatisfied with the end
result, the Customer Services Team will escalate the complaint
to the Director of Customer Services who will seek to resolve
any remaining issues.
Alternative dispute resolution process
NTE Limited is a member of The Ombudsman Service, an independent
and alternative dispute resolution scheme. If we are unable
to resolve your complaint satisfactorily, we will issue a
"deadlock" letter so that you may take the complaint
to The Ombudsman Service. We can provide you with details
of this service. Alternatively if more than 12 weeks have
passed without resolution since you first made your complaint,
you can contact the ADR scheme directly. The contact details
for The Ombudsman Service can be found on their website.
How to obtain this code of practice
This Code of Practice is published on our website at www.ntenetworkone.com.
Additional copies are available on request.
1 Faraday Road,
North East Industrial Estate,