1: Introduction

Welcome to our Code of Practice, which sets out how we carry out our business with you, our partners and customers. This version is specific to Worldwide ISDN, the holding company of TelecomIT. Should you require a copy of our Code of Practice for TelecomIT please contact our Customer Support team on 0800 404 6677.

Launched in 1999 Worldwide ISDN has enjoyed considerable growth through the acquisition of several companies. TelecomIT its largest acquisition to date and provides a solid platform to offer outbound calls, line rental, inbound 08 business numbers, 118 directory assistance services, broadband and conference service applications to over 2,500 businesses throughout the UK.

 2: Contact details

All written correspondence should be sent to:

Worldwide ISDN Ltd
8 Arrow Court
Adams Way
Springfield Business Park
Alcester
Warwickshire
B49 6PU
Our offices are open Monday to Friday between 9am to 5pm excluding Bank Holidays.

Our customers and partners can contact us on 0800 652 0240
Or email us at This email address is being protected from spam bots, you need Javascript enabled to view it
Our website can be found at www.worldwideisdn.com

 3: Terms and conditions, including prices and tariffs

Our services

We offer a wide range of products, details of which can be found on our web site: www.worldwideisdn.com or for further information by contacting us on 0800 652 0240.

Our current portfolio includes:

• Carrier pre-selection for the delivery of your calls
• Wholesale line rental for the migration of you existing BT line rentals to us or the purchasing of new analogue and digital lines
• 0800, 0845, 0870 and 0871 non-geographic numbers and comprehensive call plans to manage in-bound calls to your business
• International freecall numbers to manage international in-bound calls to your business
• Areacall numbers providing your business a presence in an area where you may not have an office
• Directory Enquiries for domestic and international 118 enquiries
• Broadband
• Audio-conferencing
• Web-conferencing
• Video-conferencing point-to-point and bridging
• Cost consultancy and management information services
• Project Management

Access

We offer a wide range of products, details of which can be found on our web site: www.worldwideisdn.com or for further information or the ordering of our services by contacting us on 0800 652 0240.

Pricing information

We offer a wide range of products, details of which can be found on our web site: www.worldwideisdn.com. Details on our current tariffs and rentals can be obtained by contacting us on 0800 652 0240.

Contract conditions

As a standard we bill our customers on a monthly basis with rentals payable one month in advance.

We bill our customers either via email or paper billing. Customers are increasingly opting for our email service to avoid postal delays, minimise on the use of paper within the office, while contributing to a more sustainable environment.

Invoices are payable within 30 days of the date of issue.

Payments can be made by cheque, BACS or telegraphic transfer.

Any non-payment of a bill may result in an administrative charge of £10.00, interest on the outstanding debt at 3% above the Bank of England base rate and where no agreement for payment is secured beyond 30 working days the suspension of your services with us. Any agreed reconnection of our services due to non-payment will be subject a £50 reconnection fee.

Please refer to our contractual terms and conditions for further reasons on why we may suspend services.

Should you experience a fault please contact us on 0800 652 0240 where we will endeavour to diagnose and resolve your service enquiry as soon as possible.

Where any service has been continuously unavailable for a period of more than 7 days and not as a result of any action or omission by yourself or any event beyond the reasonable control of Worldwide ISDN you may apply for a reimbursement of any associated line rental for the said period up to a maximum of 1 month’s rental.

Should you decide to cancel an order, you can do so without charge within 48 hours of placing your order. After this period you will be subject to our standard terms and conditions of providing 30 days prior written notice for our IDA (Indirect Access), CPS (Carrier Pre-Selection) and NGN (Non-Geographic Numbers) services and 90 days prior written notice for our ISDN and WLR (Wholesale Line Rental) services. You will be liable for any outstanding rentals during the agreed contractual period as stated on your original order.

A copy of our latest full contractual terms and conditions can be obtained by calling 0800 652 0240.

4: Customer service

Compensation or refund policy

Where any service has been continuously unavailable for a period of more than 7 days and not as a result of any action or omission by yourself or any event beyond the reasonable control of Worldwide ISDN you may apply for a reimbursement of any associated line rental for the said period up to a maximum of 1 month’s rental.

Complaint handling process

Should you have a complaint about our services please contact our Customer Support Team on 0800 652 0240, via email to This email address is being protected from spam bots, you need Javascript enabled to view it   or in writing to the Customer Support Manager, Worldwide ISDN Ltd, 8 Arrow Court, Adams Way, Springfield Business Park, Alcester, Warwickshire. B49 6PU.

All complaints are treated very seriously and we operate a complaint procedure in order to resolve issues as quickly as possible to everyone’s satisfaction.

Alternative dispute resolution procedure

If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint through Otelo an independent alternative dispute resolution scheme.

Otelo (Office of the Telecommunications Ombudsman) Otelo PO Box 730 Warrington WA4 6WU Telephone: 0845 050 1614 or 019... Textphone: 18001 0845 051 1513 or 18001 01925 430886 E-mail: This email address is being protected from spam bots, you need Javascript enabled to view it Web site: www.otelo.org.uk

5: How to obtain this Code of Practice

6: Contact details of related organisations

Ofcom (Office of Communications)

Ofcom
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

Telephone: 020 7981 3040

Textphone: 020 7981 3043

Web site: www.ofcom.org.uk

7: Additional information

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