Code of Practice

Code Of Practice

Code Of Practice WaveCrest (UK) Ltd, May 2016
This Code of Practice is published by WaveCrest (UK) Ltd. WaveCrest is a highly professional telecommunications company providing an efficient, cost-effective and quality service to its customers. This Code of Practice aims to ensure that such a service is delivered.

1. Introduction to WaveCrest
Founded in 2001 and following a series of acquisitions, WaveCrest has grown to become one of Europe's leading wholesale voice providers, offering customised telephony solutions for a wide range of telecoms carriers and for some of the worlds biggest brands. With over 300 active interconnects, WaveCrest provides a full range of termination and origination services throughout the world and works with some of the best known brands to deliver cutting edge products. Building on the foundations of its wholesale voice business, WaveCrest has positioned itself as a go-to company for global brands seeking to deliver cutting edge communications solutions to their customer base. WaveCrest also directly operates a number of end-user focused products delivering high quality, low cost international calling solutions under our own brands.

WaveCrest (UK) Ltd (“WaveCrest”) whose registered office is 4-12 Norton Folgate, London, E1 6DB operates the following business divisions:
Just Dial; a prepaid residential international calls provider
Wavecrest; wholesale voice provider
Planet Talk; a prepaid residential international calls provider
Gotalk; a prepaid fixed line residential international calls provider
First Number; a prepaid residential international calls provider
Just Call; a prepaid residential international calls provider
We also have the following related operations within our parent’s group of companies:
Nimbuzz; a cross platform instant messaging service
Ozone; India’s largest public WiFi service provider

2. The purpose of the code
This code of practice, together with our standard terms and conditions for the relevant product or service that you take from us, describes the relationship between you the customer, and us, the service provider. The purpose of this code of practice is to provide our customers with details of:

  • The residential services WaveCrest offer and how we aim to deliver those services to you; and
  • What you should do if you want to contact WaveCrest regarding a new service or to tell us about any issues with an existing service.

This code is available for review on our websites. Customers can request a hard copy by calling 0800 036 0066 or by writing to our Customer Services Address detailed in the ‘Contacts Us’ section at the end of this document. Braille and Large print versions of this code are also available by individual request

3. Our Products & Services
Planet Talk
  • Planet Talk Instant: International calling service using 0844, 0871, and 090 number to access our network.
  • Planet Talk Card: International calling service for mobile phone purchased via Premium SMS (PSMS) and accessed using 0207/0800 access number.
  • Planet Talk Account - Prepay: Prepay telecom account for International and UK calls. Account has to be opened online / phone and prepayment required via credit card.
Gotalk
  • Gotalk Account : Prepay telecom account for International and UK calls. Account has to be opened online / phone and prepayment required via credit card.
Just Dial
  • Just Dial Instant: International calling service using 0844, 0871, and 090 number to access our network.
  • Topup2talk: International calling service for mobile phone purchased via Premium SMS (PSMS) and accessed using 0207/0800 access number.
First Number
  • First Number: International calling service using 0844, 0871, and 090 number to access our network.
Just Call
  • Just Call Instant: International calling service using 0844, 0871, and 090 number to access our network.
  • Just Call SMS: International calling service for mobile phone purchased via Premium SMS (PSMS) and accessed using 0207/0800 access number.
All our products and services for new and existing customers can be reached via www.wavecrest.eu

4. Pricing Information
You can find details of our product and service pricing at the respective websites for each product
http://www.planet-talk.co.uk
http://www.just-dial.com
http://www.firstnumber.co.uk
http://www.justcall.co.uk
http://www.gotalk.co.uk
For Planet Talk you can also obtain details by calling our respective our sales teams: Planet Talk: 0800 036 0066

5. Registering for WaveCrest services
5.1 Planet Talk
To sign up for any of our Planet Talk services simply visit www.planet-talk.co.uk or for more information call our freephone customer services line on 0800 036 0066 or e-mail: care@planet-talk.co.uk Calls & emails are answered 9am to 6pm Monday to Friday and 9am to 6pm on weekends
5.2 Gotalk
To sign up for our Gotalk service simply visit www.gotalk.co.uk or for more information call our freephone customer services line on 0800 097 7777 or e-mail: enquiries@gotalk.co.uk Calls & emails are answered 9am to 6pm Monday to Friday
5.3 Other services
Our Instant Dial and Dial Through products as well as our SMS products do not require pre registering to use these services. For further information on how to use these services please visit their respective websites.
http://www.just-dial.com
http://www.firstnumber.co.uk
http://www.justcall.co.uk

6. Billing
6.1 Who bills me?
WaveCrest residential and dial through products do not involve bills being issued. For residential services accounts are prepaid and dial through products are billed by your service provider at their applicable access rates + our service charge.
6.2 What payment methods are available?
Our residential products and services require varying methods of payment but are all prepaid and up front:
  • Planet Talk: Credit Card / Debit Card only
  • GoTalk: Credit Card / Debit Card only
  • Topup2talk: Premium SMS (PSMS)
  • Just Call SMS: Premium SMS (PSMS)

7. Cancelling your services
Our Residential and Instant Dial/Dial Through services do not operate on a contract basis and no minimum term applies. In order to close your account please call or write to us using the details in section 5 above or on a product’s respective website. We only ask that you let us know why you have decided to close your account and if we can assist in any way.

8. Faults & Repairs
8.1 Mobile calls (Planet Talk)
If you experience a problem with your Planet Talk service you should contact the Planet Talk customer service team by calling 0800 036 0066 whereby you can either reach a representative directly.

During WaveCrest business hours, 9am to 6pm Monday to Friday, 9am to 6pm on weekends we will note the following details and generate a trouble ticket relating to the issue.
  • Account Name and Number
  • Type of line
  • Service Number
  • Time and Date of when exact fault occurred
  • Reported Problem
  • Contact Details i.e., Contact name & number
During this call we will provide advice and support to assist you in resolving the Planet Talk issue and provide a timescale for resolution, usually to fully restore the service within 48 hours.
8.2 Landline and Mobile calls (Just Dial)
If you experience a problem with your Just Dial Instant or Topup2talk service you should contact the Just Dial customer service team by calling 033 3321 8705 whereby you can either reach a representative directly, or a voicemail message where you can leave the necessary information. During WaveCrest business hours, 9am to 6pm Monday to Friday, 9am to 6pm on weekends we will note the following details and generate a trouble ticket relating to the issue.
  • Account Name and Number
  • Type of line
  • Service Number
  • Time and Date of when exact fault occurred
  • Reported Problem
  • Contact Details i.e., Contact name & number

During this call we will provide advice and support to assist you in resolving the Just Dial issue and provide a timescale for resolution, usually to fully restore the service within 48 hours.
8.3 Landline (Gotalk)
If you experience a problem with your Gotalk service you should contact the GoTalk customer service team by calling 0800 097 7777 whereby you can either reach a representative directly. During WaveCrest business hours, 9am to 6pm Monday to Friday, 9am to 6pm on weekends we will note the following details and generate a trouble ticket relating to the issue.
  • Account Name and Number
  • Type of line
  • Service Number
  • Time and Date of when exact fault occurred
  • Reported Problem
  • Contact Details i.e., Contact name & number
During this call we will provide advice and support to assist you in resolving the GoTalk issue and provide a timescale for resolution, usually to fully restore the service within 48 hours.
8.4 Mobile calls (Just Call)
If you experience a problem with your Just Call Instant or Just Call SMS service you should contact the Just Call customer service team by calling 0333 321 8708 whereby you can either reach a representative directly, or a voicemail message where you can leave the necessary information. During WaveCrest business hours, 9am to 6pm Monday to Friday, we will note the following details and generate a trouble ticket relating to the issue.
  • Account Name and Number
  • Type of line
  • Service Number
  • Time and Date of when exact fault occurred
  • Reported Problem
  • Contact Details i.e., Contact name & number
During this call we will provide advice and support to assist you in resolving the Just Call issue and provide a timescale for resolution, usually to fully restore the service within 48 hours.
8.4 Mobile calls (First Number)
If you experience a problem with your First Number service you should contact the Just Call customer service team by calling 0333 321 8708 whereby you can either reach a representative directly, or a voicemail message where you can leave the necessary information. During WaveCrest business hours, 9am to 6pm Monday to Friday, we will note the following details and generate a trouble ticket relating to the issue.
  • Account Name and Number
  • Type of line
  • Service Number
  • Time and Date of when exact fault occurred
  • Reported Problem
  • Contact Details i.e., Contact name & number
During this call we will provide advice and support to assist you in resolving the Just Call issue and provide a timescale for resolution, usually to fully restore the service within 48 hours.

9. Complaints
WaveCrest aim to provide our customers with value for money products coupled with a brilliant level of service. However we appreciate that sometimes the need arises for an issue to be escalated and WaveCrest are committed to resolving these issues in a timely manner with the minimum amount of fuss. In the next few paragraphs we will outline how you can contact us and if necessary raise a complaint
9.1.1 How to make Contact (Residential Services)
Should you be unhappy with the service provided to you please contact our Customer Service teams on where they will be happy to assist you. For Planet Talk call 0800 036 0066 For Gotalk call 0800 097 7777 Calls to these numbers are free of charge from UK landlines & mobiles and lines are open from Monday to Friday 9am to 6pm and weekends from 9am until 6pm.
9.1.2 How to make Contact (Dial Through / Instant Dial Service)
Should you be unhappy with the service provided to you please contact our Customer Services teams where they will be happy to assist you. For Just Dial (Just Dial Instant or Topup2talk) call 033 3321 8705 For First Number call 0333 321 8708 For Just Call(Just Dial Instant or Just Call SMS) call 0333 321 8708 Calls to these numbers are charged at a local rate from UK landlines and lines are open from Monday to Friday 9am to 6pm.
9.2 WaveCrest Compliance Team
If you do not feel you have received a satisfactory response from one of our customer care teams then please write to our Correspondence Team at the following address:
ICS Compliance Team
WaveCrest,
4-12 Norton Folgate,
London, E1 6DB

You can expect a response within 7 working days from us receiving your letter but please note that delays may occur due to the postal service, both in our receipt of your correspondence and our response to it.
9.3 WaveCrest Customer Management Team
If you do not feel you have received a satisfactory resolution to your complaint by our Customer Relations Team then you can request that this is reassessed by our Customer Management Team.
ICS Customer Management Team
WaveCrest,
4-12 Norton Folgate,
London, E1 6DB

You can expect a response within 7 working days from us receiving your letter but please note that delays may occur due to the postal service, both in our receipt of your correspondence and our response to it.

9.4 WaveCrest Customer Management Team
If you do not feel WaveCrest have resolved your complaint effectively then we can provide you with a ‘deadlock’ letter so that you may approach an independent alternative dispute resolution scheme.

10. Independent advice
If you are not happy with the way WaveCrest proposes to resolve the problem you can bring your complaint to an independent alternative dispute resolution scheme.
10.1 General Complaints Address
ICS Customer Service Team
WaveCrest,
4-12 Norton Folgate,
London, E1 6DB

11. Useful Contacts
Ofcom
Ofcom is the regulator for the communications industries, with responsibilities across television, radio, telecommunications and wireless communications services. Its purpose is to monitor and regulate communications within the UK.
Ofcom
Riverside House
2a Southwark Bridge Road
London SE1 9HA
Phone: 0300 123 3000
Fax: 0207 981 3333
Website: www.ofcom.org.uk

TPS – Telephone Preference Service
The Telephone Preference Service provide a service whereby you can register your home or business phone number to stop you from receiving unwanted marketing calls:
Telephone Preference Service (TPS)
DMA House
70 Margaret Street
London
W1W 8SS
Tel 0845 703 4599
Fax 020 7323 4226
Email: tps@dma.org.uk
Website: www.tpsonline.org.uk

PhonePayPlus
(Previously ICSTIS - The Independent Committee for the Supervision of Standards of Telephone Information Services (ICTIS))
25th floor, Clove Building
40 Bank Street
E14 5NR
Phone: 020 7940 7474
The Citizens Advice Bureau (CAB) Website: www.nacab.org.uk

12. Customer obligation
The Customer undertakes that the registration details that the Customer provides shall be true and complete. The Customer agrees to inform WaveCrest of any changes to registration details immediately by calling the Customer Service Department or by sending an e-mail to the appropriate e-mail address above. The Customer undertakes not to use the Service: • As a mean of communication for a purpose other than that for which the Service is provided. • For the transmission of any material, which is, or intended to be a hoax call to emergency services or is of defamatory, offensive, abusive, obscene or menacing character.

13. Privacy Policy
The Customer’s account details and personal information are covered by the Data Protection Act 1998. To make sure we keep our Customers' personal details secure, we have an identification procedure in place which is part of the training for all our Customer Service Department. As an account holder, the Customer will need to confirm their password on each occasion they contact the Customer Service Department. We advise the Customer to keep their password secure and confidential at all times. The Customer should tell us immediately if they think that an unauthorised person has gained access to their password. For further details on our privacy policy please visit the appropriate website set out in section 5 above or call the necessary number.

14. Terms and Conditions
The Customer will be advised of, and if they so request, receive a copy of our terms and conditions when the Customer contracts for any of our products and/or services. The terms and conditions are also available on the relevant websites set out in section 5 above.

15. Customers with visual impairment
We are able to provide our written documents including our Code of Practice in an alternative format such as large print. The Customer should call the Customer Service Department and indicate whether they wish to receive terms and conditions, our Code of Practice or any other information in this format.

16. Customers with hearing impairment
We have worked very closely with the RNID (Royal National Institute for the Deaf) to ensure that our Customer Service Department get the relevant awareness in terms of giving the right assistance to our Customers with hearing impairment. Please let us know if you have any suggestions on how we can improve the service we provide to our special needs Customers and our elderly Customers. Please send your suggestions to the ICS ,
WaveCrest ,
4-12 Norton Folgate,
London,
E1 6DB

17. Code of Practice review
This code is reviewed regularly as required by Ofcom. Customers will be informed of any changes to the Code of Practice. The latest version of our Code of Practice is available on our websites www.planet-talk.co.uk The Customer can receive a hard copy by contacting the Customer Service Department at the address set out in Section 5 above.