Miso Communications Limited
Consumer Code of Practice
(issue date 14th May 2012)
1. The Purpose of this Code
We have produced this Code of Practice as part of our obligations
under the telecommunications regulations that came in to force
on 25th July 2003. The overall purpose of the Code is to provide
consumers with a clear statement of the range of policies, services
and support activities that we offer. It is intended to provide
sufficient information for you, the consumer, to understand the
range of services available from us, and how to contact us whether
to obtain a new service, clarify our terms and conditions, obtain
support from us, or indeed to make a complaint.
2. Who We are
Miso Communications Limited is primarily a provider of Voice over IP (VoIP or Internet Telephony)
services.
A typical VoIP provider will offer three basic services:
· A "fixed line" telephone number
· A facility to send and receive telephone calls to normal telephone subscribers, or other VOIP subscribers, utilising an Internet/broadband connection
· A facility to configure and use associated functionality such as call divert, call forwarding and voicemail
For the avoidance of doubt, a VoIP provider does not generally provide internet connectivity, or broadband connectivity, services.
This is provided by the customer's Internet Service Provider, or ISP, although some ISPs do themselves also offer VoIP services.
The ability to send and receive calls utilising an Internet connection clearly also implies that the underlying Internet connection
is functioning. This is an important consideration for customers of VoIP services in that the service will not function if the Internet
connection itself does not function, perhaps due to a local power cut (although calls could be diverted to an alternative telephone number,
such as the customer's mobile). Customers therefore need to make sure that they have other,
alternative means of making and receiving telephone calls in emergency situations should the need arise. An excellent example of such a
back up facility would be the use of their mobile telephone.
Miso Communications Limited is based in Ledbury, Herefordshire. Having said that we offer
a national service due to our Soft Switch capability being located in secure facilities tele-hosting facilities in a major city.
We are a customer focussed company, and will prosper or die on our ability to live up to (and hopefully
exceed) the rising expectations of our customers.
3. How to Contact Us
We offer a variety of means of contact, depending on your needs
at any point in time. The principal methods are detailed below:
Telephone
Our main telephone number is 01531 576 006
Email
For general enquiries you can email us on enquiries@miso-comms.net.
In Writing
Should you wish to, or need to, contact us formally in writing then
please do so either to our head office address:
Miso Communications Ltd
6 Worcester Road
Ledbury
Herefordshire
HR8 1PL
Or alternatively to our Registered Office address:
Miso Communications Ltd
6 Worcester Road
Ledbury
Herefordshire
HR8 1PL
4. Our Aims and Goals
Miso Communications Ltd aims to become a major player in the provision
of VoIP services. We hope to encourage a new way of thinking
in terms of could-based telecommunications.
5. The Services We Offer
The primary service we offer is a Voice over IP (VoIP or Internet Telephony) service.
We also able to supply associated equipment such as conventional telephone terminal adaptors and SIP phones, suitable for direct
connection to a customer's Internet router.
6. Customer Service
Sales Practices
We are building our customer base through the use of a variety of
techniques including:
· Local press advertising
· Internet site presence
· Targeted leafleting
· Referrals and word-of-mouth recommendations
Where potential customers indicate to us that they do not wish to
be directly contacted again we do our best to respect their wishes.
In addition, when undertaking telesales activities, the telephone
numbers called are screened using the Telephone Preference Service.
If you wish to register with them that you do not want to receive
“cold calls” by phone, then please visit their website
(www.tpsonline.org.uk).
Ordering our Services
Customers wishing to order our service should do so via our web site.
Service Cancellation
The Customer has the right to cease using the Voice
Telephony Service at any time although no rebate will be provided
for unused time with regards to subscription based services, and the
Customer shall remain liable for any ongoing subsription fees until
such time as a formal notice of termination has been submitted and
run its course.
Repairs
We will use our reasonable endeavours to remedy faults with equipment we have sold to the customer, where that
equipment is still within warranty, as soon as we
can. However, we are not in a position to be able to specific guarantees
on either a time-to-respond or a time-to-repair.
Service Pricing
Up to date pricing on our standard services is available on the
web site.
Billing
Customers will pay by Credit Card, or other approved payment mechanisms
as may be permitted, in advance for subscription based services,
unless agreed otherwise beforehand. Customers shall maintain a positive
credit balance with us in order to permit them to make use of usage
based services such as the making telephone calls, again unless
agreed otherwise beforehand. We will issue VAT invoices for each
payment made, unless requested otherwise, and copies of these invoices
(going back at least 12 months) will be available within our Customer
Portal.
Should a customer cease to pay for the service, then we reserve
the right to charge interest on the overdue amount and/or to suspend/cancel
the service until the account has been brought up to date.
Complaint Handing and Dispute Resolution
We take all complaints seriously and will do what we reasonably
can to resolve the issue speedily and to the satisfaction of the
customer concerned. If you have an issue with any aspect of our
service, please call us on (01531) *** *** and we will do our best
to resolve it.
If at the end of this procedure you feel your complaint has not
been addressed properly, you can contact Ombudsman Services, our independent
dispute resolution Service.
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Website:
http://www.ombudsman-services.org
Email: enquires@ombudsman-services.org
Telephone: 0330 440 1614.
Textphone: 0330 440 1600.
Otelo is an independent approved dispute resolution service and
is empowered to resolve customer disputes; we are committed to this
process. Otelo is approved by the communications regulator Ofcom.
If your complaint has not been resolved by us or our dispute resolution
agency, or you require further information on the role of Ofcom
see www.ofcom.org.uk or call
them on 0845 456 3000.
7. Customer Rights and Obligations
Your rights and obligations when using our services are detailed
in our Terms and Conditions,
with the current version available on our web site.
8. How We Communicate with Our Customers
We aim to communicate with our current and potential customers using
the most effective (and cost effective) means available. In practice,
the majority of direct (one to one) communication with customers
will be either via email or telephone. Where we wish to communicate
on a wider basis than this will tend to be done via news and/or
other postings on the web site.
In addition to the above, we are happy to support independent user-group
web site forums and will seek to keep ourselves conversant with
relevant posts – contributing ourselves as and when we feel
it is appropriate. However, we do not monitor new postings on these
sites with the same regularity as our other forms of communication.
This Code of Practice is in itself one of our methods of communication
with our customers, as it seeks to outline our business aims, the
services we offer, and what you should be able to expect from us
as your service provider. A copy of this Code is posted on our web
site. However, if you would like us to post you a copy then please
do contact us via email, phone, or post and we will happily send
you one. If you would like to receive it in a particular format
(for example, a larger font size) then specify this at the time
of asking and we will endeavour to oblige.
9. Social Responsibility
Special Needs
Where our customers inform us of special needs regarding either
the installation of our service, or their ability to use it on an
on-going basis, we will use our reasonable endeavours to satisfy
those needs. Examples of this for our customers to consider would
be:
· The use of a larger font for formal communications such
as invoices etc
10. Approval and Review of this Code
We will publish revisions to this Code of Practice as and when we
feel it will be necessary and/or beneficial. However, we also undertake
to conduct a formal review of the Code once a year.
If you have any specific comments on this Code of Practice, or would
like us to consider specific amendments, corrections, or improvements
in a future revision, then please do contact us.
11. Further Contact Information
Ofcom
Ofcom Consumer Representation Section
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Email: advice@ofcom.org.uk
Web site: www.ofcom.org.uk
Tel: 020 7981 3000
Office of the Telecommunications Ombudsman (Otelo)
Otelo
Wilderspool Park
Warrington
WA4 6HL
Email: enquiries@otelo.org.uk
Web site: www.otelo.org.uk
Tel: 020 7634 5301
Fax: 01925 430 059
Telephone Preference Service (TPS)
DMA House
70 Margaret Street
London
W1W 8SS
Email: tps@dma.org.uk
Web: www.tpsonline.org.uk
Tel: 020 7291 3320
Fax: 020 7323 4226
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