| |
 |
| |
 |
| |
| Toucan Code of Practice for NTS and PRS Calls |
| |
| 1. |
Toucan - Background |
| |
Toucan Residential Limited is a company registered in England (company number 4775696).
Toucan Residential Limited is part of the Tiscali Group. Tiscali is a leading provider of telecommunications solutions to business and residential customers.
Toucan was established to offer residential and corporate customers a better value fixed line telecoms product and a high standard of service.
^ Back to top |
| |
|
| 2. |
Purpose of this Code of Practice |
| |
Toucan is required to publish a Code of Practice for the publication of prices of calls to Number Translation Services (NTS) and Premium Rate Services (PRS) together with information as to how we help our domestic and small business customers with complaints or enquiries about NTS and PRS.
^ Back to top |
| |
|
| 3. |
What are NTS Calls? |
| |
Number Translation Services (NTS) are types of non-geographic numbers where the number dialled does not relate to a specific geographic location, but instead relates to a particular service or organisation. This allows the organisations using these numbers to change physical location without having to change their telephone number and to have a national presence. Some NTS numbers also enable organisations to share the revenues generated by the telephone calls made to the numbers. They mostly start with 08 or 09. They also include calls to a limited quantity of numbers commencing 0500, although no new 0500 numbers are being issued for use. Calls to numbers starting with 0844 04 and 0808 99 for certain dial-up internet services are not included. Calls to NTS numbers range from free (to 0800, 0500 and 0808 numbers) up to a maximum of 10 pence per minute or per call. Types of services include information services, some technical helplines, access to telephone banking, sales and Customer Care lines and some dial-up internet services.
^ Back to top |
| |
|
| 4. |
What are PRS Calls? |
| |
PRS Calls are calls to numbers identified as Special Service numbers, starting with 09, including Adult Entertainment Services on 0908, 0909 and 098. Calls to PRS vary in cost, typically between 10 pence per minute or per call up to £3.00 per minute or per call. Directory enquiry services on 118xxx are also defined as premium rate services.
PRS offer some form of content, product or service. Services include TV voting lines, competitions, scratchcards, adult entertainment, chat lines, business information services, technical helplines, horoscopes or donations to charity.
The bulk of the money from the charge for the call to a PRS goes ultimately to the Service Provider responsible for the content, product or service obtained. The rest of the money is shared between the telephone network companies, including Toucan, who carry the call to the Service Provider.
^ Back to top |
| |
|
| 5. |
Commitment regarding NTS Calls |
| |
Toucan is responsible for the retail billing of NTS Calls to the end-user will publish the usage charges on our website and in published price lists.
Toucan shall give prominence to the following:
i) any usage charges that apply for calls to freephone numbers including details of when those charges will apply;
ii) usage charges for NTS Calls which include variations by time of day. For example, "08xx calls are charged at x pence per minute or per call during weekday evenings inclusive of value added tax";
iii) whether or not any special offers, discount schemes or call bundling arrangements apply to NTS Calls, including details of which of those arrangements apply to which number range;
iv) in our advertising and promotional material which refers to call pricing, alongside maximum prices applying to NTS Calls, Toucan will publish a clear reference as to the location of a complete set of NTS Call charges on our websites and published price lists;
v) When a new customer signs up for the provider's service, Toucan will provide, alongside maximum prices applying to NTS Calls in the relevant correspondence, a clear reference as to where on our websites and published price lists the complete set of NTS Call charges can be found.
^ Back to top |
| |
|
| 6. |
Our Commitment regarding PRS Calls |
| |
We will provide the information and advice to our customers about the role of Toucan in relation to general PRS enquiries and requests for number checks via the number-checker facilities provided by the the industry-funded regulatory body for all premium rate charged telecommunications services PhonepayPlus on their website (www.PhonepayPlus.org.uk);
Toucan will provide:
i) information about the role and remit of PhonepayPlus in dealing with complaints and how to go about making a formal complaint to PhonepayPlus via the website, helpline or by in writing;
ii) information about the tariffs that apply for calls to any PRS number range;
iii) basic information about how PRS services work with a basic explanation of how revenue sharing operates;
iv) information about how consumers can bar access from their telephone to all or specific PRS number ranges for reasons of cost or content;
v) information about the purpose of the Telephone Preference Service ("TPS") and Fax Preference Service ("FPS") and how to go about registering with such services;
vi) information about how internet diallers operate and how consumers can identify and take action, such as improving their computer's security, to avoid further instances of these or similar scams;
vii) information on the role of the Telecoms Ombudsman schemes in resolving disputes concerning PRS calls;
viii) information on other options available to consumers for seeking refunds in cases of abuse or scams involving PRS calls;
ix) contact details of individual SPs or the TCPs which host them where available - typically via PhonepayPlus" website at www.PhonepayPlus.org.uk;
x) SPs customer service contact details where consumers can obtain further information about services provided on the PRS numbers found on their bills.
^ Back to top |
| |
|
| 7. |
Customer Information and Advice |
| |
Toucan publishes its charges for all calls including those to NTS and PRS numbers on its website. We can also provide you with written details of our call charges on request.
If you have a query about calls to NTS and PRS numbers on your itemised Toucan bill, please contact Customer Care.
Our call plans include calls to all UK numbers starting with 01 or 02. Calls to NTS and PRS numbers are excluded from our call bundles. Toucan does not charge for calls to 0800, 0500 and 0808 numbers.
PhonepayPlus is the UK industry-funded regulatory body for all premium rate charged telecommunications services, regulating services in their entirety - content, promotion and overall operation - through a Code of Practice, available on their website. Their prime role is to prevent consumer harm. Among other things, they require, clear and accurate pricing information, honest advertising and service content, appropriate and targeted promotions. They investigate complaints, and have the power to fine companies and bar access to services if the Code is breached.
If you have a query about a PRS number on your call itemisation, PhonepayPlus has a number-checker facility on its website at www.PhonepayPlus.org.uk/consumers/ncd/default.asp If the number is not in the database, then PhonepayPlus would be able to find out information for you if you call them on 0800 500212. This is also the telephone number to contact if you have a complaint about: the promotion, content or overall operation of premium rate services. If you wish to write to PhonepayPlus with your complaint, for example enclosing a copy of an advertisement, then address your letter to:
PhonepayPlus
Clove Building
4 Maguire Street
London
SE1 2NQ
If you believe you have been incorrectly charged for calls to PRS, first of all contact our Customer Care Team. We shall do our best to help you with your query.
If you believe we have been unable to resolve the query to your satisfaction, please tell us. We will do all we can to resolve the matter quickly and satisfactorily. If you're not satisfied with the way we've handled your complaint, please ask to speak to the manager of the customer services team. If you feel your complaint has not been resolved, ask the Customer Relations Department to review your case.
If, after speaking to the Customer Relations Department, you are still unsatisfied with our response and we have issued you with a dead lock letter, you can contact Otelo - The Telecommunications Ombudsman.
Otelo will investigate complaints that we cannot resolve to your satisfaction - they will listen to both sides of the story and listen to the facts.
They can be contacted at -
Otelo, Wilderspool Park, Greenall's Avenue, Warrington, WA4 6HL
Tel: 0845 050 1614
Fax: 01925 430059
E-mail: enquiries@otelo.org.uk
Website: www.otelo.org.uk
^ Back to top |
| |
|
|
|
|
