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| Sales and Marketing Code of Practice |
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| 1. |
Toucan Residential - Introduction & Background |
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Toucan Residential Limited (Trading as Toucan) is 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 offers fixed line telecoms services in the United Kingdom
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| 2. |
Purpose of Code of Practice |
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This code of practice provides a summary of Toucan's telecom products and the standards which we are committed to delivering for our customers. This code contains useful information about how Toucan supports its services, including our contact details, terms and conditions, cancellation policy.
This code does not form part of that agreement and the material in this code is provided for information purposes only.
This code of practice will be reviewed and updated if necessary, on a quarterly basis and can be viewed on our website at www.toucan.com. A printed copy is also available from our Customer Services Centre on 0871 221 2210.
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| 3. |
Our Services |
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For the most up to date information, please refer to our website at www.toucan.com
To be eligible for our service, you must have a BT or similar telephone line if you wish to order a Toucan product. Please note all cable telephone lines and Kingston Communications do not support Toucan products and services
The use of Toucan residential accounts for business purposes is strictly prohibited
Ordering Toucan Products and Services
You can order our products and services online at www.toucan.com
Pricing Information
Toucan will ensure that all pricing information provided clearly states which charges are included and excluded. We will also make all reasonable endeavours to ensure that all pricing is accurate and up to date at the time it is published.
A timescale of 30 days notice will be communicated following proposed changes in product prices/service provision
Service Provision & Information
Toucan is committed to ensuring that the service you purchase is available for use as much as is reasonably possible |
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| 4. |
Our Key Commitments |
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Commitment to Quality
Our service delivery ethos is about much more than providing you with a service and leaving it to manage itself.
The purposes of these commitments are:
- To provide you with a standard of protection over and above that provided by law;
- To ensure that our sales and marketing activities are practiced in a responsible manner and deliver good practice;
* to help you understand more about our services and the quality of service you should expect in every contact with Toucan;
Our commitments within these Codes deal with any concerns arising before, during and at the point of sale, with particular emphasis on the avoidance of mis-selling and misrepresentation. Our main aim is to ensure that you understand the services offered and the key terms of any contracts you are entering into.
Our Commitment to you
Toucan believes in providing the highest levels of customer service and satisfaction. We are constantly reviewing our services and processes in order to provide our customers with the best service available today.
Your wishes will be respected where you have registered with any relevant preference service, including the Mailing Preference Service, the Telephone Preference Service, the Fax Preference Service and the E-mail Preference Service
Our advertising and promotions will comply with the British Codes of Advertising and Sales Promotion. All our advertising and promotional literature will be clear, unambiguous, accurate and fair, containing no false or misleading information about price, value or service. We will not denigrate other Providers.
All our Sales representatives will be recruited and trained in a manner consistent with the procedures set out in this Code
All our Sales representatives will comply with the Rules of Conduct described in this Code.
We will comply fully with all applicable legislation of relevance with the Sales and Marketing of our services.
We will retain all sales and marketing campaign records for six months, including the date and the approximate time of any contact, in order to deal with any complaints or queries that arise about our activities.
Any agreement can only be made to persons aged 18 and over, payment being made from a residential UK bank account by Direct Debit.
Any agreement forms will be designed such that the contractual nature of the document is clear to you.
We will carry out regular audits of systems, procedures and documentation to ensure that we are acting compliantly with all the commitments in this Code.
As a responsible Company, Toucan follows the guidelines of the UK Communications Industry Regulator OFCOM. Please visit their site for more information
Office of Communication
Riverside House
2A Southwark Bridge Road
London
SE1 9HA
Website: http:/www.ofcom.org.uk
Telephone: 020 7981 3000
Fax: 020 7981 3333
Our Commitments on Recruitment and Training of Sales Agents
In recruiting sales agents involved in direct contact with you, we will ensure they have been carefully selected with due care having regard to the following:
Behaviour and appearance, recognising that the sales person may be seen as the 'public face' of the industry;
Security - references and relevant convictions for criminal offences to be checked and taken into account;
Evidence of mis-selling or lack of integrity in any previous selling employment.
For UK sales employees the following requirements will need to be observed:
- the applicant must provide proof of NI number, proof of address and two references;
- referees cannot be related to the applicant;
- business referees must not both be from the same company;
If a sales person transfers to another company, a copy of his or her records will be retained for a minimum period of three years. The identification badges of staff leaving the company should be returned.
For sales-staff not based in the UK, equivalent procedures are applied.
We will ensure that all Sales Agents in direct contact with consumers undertake training courses to ensure that any relevant advice given by such person about our services is not misleading. Topics covered will include:
- arrangements for competition in the supply of telecommunications in the UK;
- the services we offer and how these differ from other competitive telecoms products;
- the process for ordering our services;
- the relevant principles of consumer protection law;
- the prices charged for our services and our terms and conditions of service and, in particular, methods of payment, duration of contract and any termination fees;
- the nature, and cost, of any additional services on offer;
- the process for cancelling the contract both during the cooling-off period and at any time following commencement of the service
- our complaints process
All sales agents will be regularly monitored for quality purposes. In the case of call centre sales staff, a minimum of 1 call per month will be reviewed. Monitoring records must be maintained to record the results and corrective action, if any, arising from the process.
The way we pay our Sales Agents will not encourage poor sales practice and non-compliance with the commitments in this Code. |
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| 5. |
Our Rules of Conduct |
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General
Sales Representatives must clearly identify the business (Toucan) and the purpose of the contact at the beginning of the conversation.
Sales Representatives must be courteous, use appropriate language and offer clear and straightforward explanations. Representatives must cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long.
Sales Representatives must take care to ensure that customers entering into contractual agreement understand all details and information provided to them.
Sales representatives must not sell to vulnerable individuals. Calls to individuals who clearly do not understand or are confused by the call must be politely ended.
Sales representatives must not direct sales to those who are under the legal age for entering into contracts, being under aged 18
Sales representatives must ensure that the person agreeing to the sale is authorised to do so by being the account holder or confirming that they are an authorised decision maker for that household.
Payment for services must be made from a UK residential bank account, by Direct Debit
Sales representatives must ensure they don't give out false or misleading information about price, value or service or denigrate or make false allegation against other providers
At the customers' request, full written information about tariffs must be made available.
Rules specific to Web Based Sales
The sign up process via the website must be through secure web pages.
The website should provide a clear hyperlink to the Toucan privacy policy and to all relevant information about the service, including full terms and conditions.
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| 6. |
The Transfer Process and your Rights to Cancel |
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If you order our services, we will send you a Welcome Pack and notice of transfer letter in accordance with the industry-agreed process. This will inform you of the full details of the transfer including:
- phone numbers affected;
- expected timing of switchover;
- our contact details
You have a 7 day 'cooling-off' period during which you can cancel your agreement with us before your services are transferred from your current supplier. We will not apply any charges for such cancellations.
You are permitted to cancel orders and terminate contracts by telephone, in writing, by fax or by e-mail.
We will review the procedures by which contracts are agreed and take appropriate steps to prevent recurrence of any problem identified.
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| 7. |
If you have a Complaint |
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Although we pride ourselves on our standard of service, we may occasionally get it wrong. If you're unhappy with the service you've received, please tell us and we will do all we can to resolve the matter quickly and satisfactorily.
We will always try to resolve the matter during your first telephone call but if we can't; we will give you an approximate timescale and return your call.
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 and you remain unhappy please refer to our Complaints Code of Practice.
Complaints about this Code
If you believe we have failed to meet our commitments regarding our Sales and Marketing activities, please contact
Lee Jones
Head of Legal
Toucan Residential Limited
PO Box 62609
London EC1P 1HR
Telephone: 0871 221 2210
Facsimile: 0845 613 6151
Web: www.toucan.com |
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| 8. |
Disclaimer |
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Toucan takes every care to ensure that the content of this document is correct at the date of publication, but accepts no liability for any error or omission therein.
Please therefore check the latest situation either by visiting our web site at http://www.toucan.com |
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Sales and Marketing
