Irish Customer Charter

At Colt, customer service is at the heart of our business. Our culture is based on the premise that customer service is about more than fixing problems. It means understanding the needs of our clients up front and anticipating how these needs will change and grow over time. We constantly engage with our customers to identify the right solutions, allowing us to focus investment in areas that achieve real business results for our clients. In addition, we aim to provide clients with flexible customer service support that is uniquely theirs.

1. Who we are?

Colt is a leading European provider of business communications. Colt specialises in providing data, voice and managed services to major businesses, SME and wholesale customers. Colt owns and operates a 13-country, 20,000km network that includes metropolitan area networks in 32 major European cities with direct fibre connections into 14,000 buildings and 18 Colt data centres.

Colt Group S.A. is listed on the London Stock Exchange (Colt). Information about Colt and its services can be found at www.Colt.net.

For more information on Colt in Ireland please:

•    visit http://internal.eu.Colt/IE-en/index.htm
•  write to: Colt Technology Services Limited
  Unit 15/16 Docklands Innovation Park
  East Wall Road
  Dublin 1
  

2. The Purpose of the Code of Practice

This Code is intended for the benefit of Colt’s customers based in Ireland.

This Code is intended to inform you, the customer, about:

• your relationship with Colt
• how to contact us for customer services, fault reporting or complaints
• the products and services we offer
• your rights and obligations.
• Colt products and services are subject to availability and may be modified from time to time. Please note that the Code is not a contractual document and, while it represents our normal practice, we are not legally bound by it.

3. Contact Details

3.1 Customer Service (general enquiries including orders, cancellations, billing and sales)

If you have any Enquiries, please call us free on 1800 944 040 Monday to Friday, 8.30am - 5pm. Use the following options:

Option 1 for the Fault Helpdesk and updates (including cancellation of services)
Option 2 for Order Enquiries (including cancellation of service) and Billing Enquiries
Option 3 for all other enquiries

Alternatively, you can contact our Customer Service team by the following methods:
fax: 01 436 5901
email: ie.helpdesk@Colt.net
letter: Colt Technology Services Limited
One Gateway
East Wall Road
Dublin 3

3.2 Fault Reporting (including installation, service degradation and repairs)

Colt provides telephone service support for technical faults to customers 24 hours a day, 365 days a year. To report a fault, please call us free on:

3.3 Complaints

3.3.1 First step
If you have a complaint about any aspect of your service, you can contact us by telephone or email into any of the departments that you would normally deal with, alternatively you can write to us at:
Colt Customer Service
Colt Technology Services Limited
One Gateway
East Wall Road
Dublin 3

If you are lodging a complaint, please ensure that you provide:

• The main details of your complaint
• Your Colt account or circuit number; and
  
• Your name and telephone number.
  

Colt has an internal escalation process for customer complaints. Its goal is to resolve all complaints within 20 working days. While we are investigating the complaint we will endeavour to contact you to give you a progress report and our initial findings.

3.3.2 Second Step
If you have a complaint that you have been unable to resolve with Colt and Colt has sent you a letter to say that a deadlock has been reached, or after giving Colt a fair opportunity to deal with your complaint the complaint remains unresolved after 12 weeks, you can contact the Commission for Communications Regulation (ComReg).

The contact details for ComReg are:
Commission for Communications Regulation,
Block DEF,
Abbey Court,
Irish Life Centre,
Lower Abbey Street,
Dublin 1.
Consumer Helpline: LoCall: 1890 229 668 / (01) 8049668
Email: consumerline@comreg.ie
Tel: +353 1 8049600
Fax: +353 1 8049680

4. Disputed Invoices and Billing Queries

4.1 Disputed invoices

Your contract with Colt details the terms on which we provide your service. This includes information on what you should do if you have a dispute concerning your invoice. Should a dispute arise please notify Colt in writing to the above address and include the following information:

• The date and the invoice number that the dispute is related to
• The amount in dispute
  
• The nature and reason for the dispute
  
• Any supporting documentation available
  

The undisputed amount of the invoice must be paid by the due date. Colt will investigate your dispute.

4.2 Billing Queries

Your bill provides you with the customer service number you should call if you wish to raise a billing enquiry. In order to investigate your enquiry and supply a high level of service please have the following information available to assist us:

• The date and the invoice number that the billing query is related to
• Your account number
  
• The nature and reason for your enquiry
  
• Any supporting documentation available
  

Your enquiry will be logged by our customer service representative. You may be asked to send details to us in writing. Customer services will provide contact address, email or facsimile details to you.

It is important that you contact us as soon as possible with any disputes or queries with regard to invoices due. If you do not pay your invoice on time Colt does have a contractual right to disconnect the services it provides to you (unless there is a bona fide dispute and you have paid the undisputed portion of an account). Please see your signed customer service agreement for further details on this. Clearly we will make all efforts to resolve and discuss any issues with you prior to taking such action.

5. Pricing and Billing

5.1 Colt’s pricing
Colt will provide you with details of pricing for your services providing first a written quotation and then including details of pricing in the signed contract itself.

5.2 Colt’s bills
Colt’s bills are issued either monthly or quarterly.

5.3 Bill itemization
Colt provides an itemised bill and call detail records, online, free of charge. Customers can access their account details at Colt Online (www.online.e-Colt.com). Paper copies can be made available if requested.

5.4 Billing media
You have a choice of paper based billing with itemisation being provided free of charge at Colt Online. Colt also offers the Colt Analyser Tool which enables customers to create management reports utilising their downloaded call data.

6. Credit Control Information

6.1    Credit Control Information
Colt offers a range of payment terms, specific to the service being provided. You are expected to ensure that “cleared funds” are received by Colt prior to the due date of invoice. Failure to do this may result in disconnection of service or referral to a debt collection agency. Colt reserves the right to charge interest on overdue invoices.

6.2    Payment Methods:
Colt’s standard payment method is Direct Debit. Alternatively, payment can be made via BACS, CHAPS and cheque. Please note that, as a result of a credit check, we may require you to pay by direct debit only.
Cheques and remittance advices (for BACS/CHAPS payments) should be sent to:

Attention: Credit Control
Colt Customer Service
Colt Technology Services Limited
On Gateway
East Wall Road
Dublin 3

Alternatively, remittance advices can also be sent by fax and email to one of the following addresses:
Fax: 01-4365901
Email Address: Siobhan.brady@Colt.net

7. Premium Rate Services and Number Translation Services

7.1 Premium Rate Services and Number Translation Services and how they work

Number translation services (NTS) are services offered on the 08 numbering range. These services provide customers with access to a range of information and entertainment services. They are sometimes referred to as “non-geographic services” since the number dialled does not relate to a particular geographic location. Premium rate services (PRS) are offered on the 09 numbering range and also provide access to information and entertainment services.

When Colt customers call an NTS or PRS number, Colt as the originating telecoms provider (OCP) routes the call to a terminating telecoms provider (TCP) who in turn provides services to the company or organisation providing the entertainment or information service. In some cases Colt may be both the OCP and TCP. Part of the call tariff which Colt charges for the call is passed onto the TCP, who may in turn pass on a share to the company offering the service that has been called. This process is known as 'revenue sharing'.

7.2 Charges for calls to NTS and PRS from Colt’s network
Details of charges for calls to NTS and PRS made from Colt’s network will be provided to customers first in a written quotation and then included in the signed customer contract for services which will also include a reference to where customers can obtain full details of NTS and PRS call charges.

7.3 Complaints about PRS
ComReg regulates the provision of all premium rate services. ComReg is responsible for regulating the content and promotion of premium rate services, through the application of a Code of Practice. ComReg investigates complaints and can fine companies and bar access to services. Customers who wish to complain about PRS should contact ComReg.

Details of how to complain to ComReg can be found on their website http://www.askcomreg.ie/premium_rate/making_a_complaint.360.LE.asp ComReg can also be contacted by writing to: ComReg
Commission for Communications Regulation,
Block DEF,
Abbey Court,
Irish Life Centre,
Lower Abbey Street,
Dublin 1.
Consumer Helpline: LoCall: 1890 229 668 / (01) 8049668
Email: consumerline@comreg.ie
Tel: +353 1 8049600
Fax: +353 1 8049680

7.4 Barring access to PRS
Colt offers a call barring facility which enables customers to bar outgoing calls to PRS numbers. Customers should contact the Customer Management Centre for details of how call barring can be activated.

8. The National Directory Database

The National Directory Database is a central register which holds details of the telephone numbers of customers who have indicated they do not wish to receive unsolicited direct marketing calls Customers can register for the National directory Database by contacting us at –

If you have any complaints about unwanted direct marketing calls you can complain to the Data protection Commissioner at
Office of the Data Protection Commissioner
Canal House
Station Road
Portarlington
Laois 
Tel: +353 57 868 4800
Locall: 1890 252231
Fax: +353 57 868 4757
Homepage: http://www.dataprotection.ie
Email: info@dataprotection.ie

9. Internet Diallers

Internet or premium diallers are software which install on a PC then dial premium rate or international phone numbers to connect to the internet. Premium dialling software often comes from adult websites, and other sites carrying pirated material such as music, films and software. These diallers are often installed without the knowledge of users – it may only become clear that a premium dialler has been installed when calls to 09 or 08 numbers appear on a customer bill.

Colt customers should have limited exposure to the threat posed by premium diallers as they only affect computers that have a dial-up modem connected to a phone line. However, if concerned, customers can utilise the call barring facilities offered by Colt which will ensure that premium diallers are unable to connect to premium rate services. Customers should contact the Customer Management Centre for details of how call barring can be activated.

10. Customer Rights and Obligations

10.1 Data Protection and Privacy
We respect our customers’ interests in keeping certain information confidential and adhere to all applicable data protection rules. Except where stated otherwise, any personal data which you give will be used to send you the material which you have requested and will be retained by Colt to send you information about other products and services in future.

10.2 Services for disabled customers
Colt provides a number of services for customers with disabilities. Examples of these services for disabled end users are: directory enquiry facilities, Text relay services, Access to Emergency Authorities and Fault Repair. Colt also has an accessibility policy to enable disabled users to have access to the Colt website.

11. Communications with Customers

Colt Telecommunications communicates in a variety of ways

Direct marketing (Printed 2D, 3D and electronic formats) is used to communicate information on new products, product enhancements, promotions and price changes.
News and information updates are provided via HTML mail regarding quarterly results, partner / customer news and press releases.

We will occasionally send product, service and company information updates with your monthly / quarterly bills.

In communicating with its customers Colt will adhere to all applicable data protection rules and other industry standards and, act in accordance with customer requests to stop promotional contact.

12. This Code of Practice

This code of practice can be found on the Colt website.

You can also ask for a paper copy of the Code by using the customer contact details above.