Consumer Code of Practice
1. Bulldog - Background
In September 2006 Bulldog’s services and the Bulldog brand became part of the Pipex Communications Group, one of the UK’s leading providers of integrated telecommunications and internet solutions. The Broadband and Voice Division of Pipex Group were acquired by Tiscali U.K. Holdings in July 2007.
Although Bulldog has changed ownership, the current business remains unaffected and continues its focus on the provision of quality broadband and residential telephone services.
The legal relationship is between you and Pipex Internet Limited.
Pipex Internet Limited is a company registered in England (Company No. 5306519)
2. Purpose of this Code of Practice
This Code of Practice has been established to inform customers of their relationship with Bulldog.
The Company recognises that attracting and retaining customers is fundamental to its ongoing success. We respect the right of customers to take their custom elsewhere but are committed to protecting their interests. The Code of Practice is one supported by all employees of Pipex Internet.
3. Bulldog Contact Details
Bulldog can be contacted via a number of ways:
Telephone: 0871 702 7777
E-mail: bulldogcustomerservice@pipex.net. or repair@bulldogbroadband.com
Address:
Bulldog c/o Pipex Internet Ltd
Christie Fields
Derwent Avenue
Manchester
M21 7QS
4. Bulldog Philosophy
Bulldog provides a comprehensive range of internet connectivity solutions and services to consumers and small businesses, from standard dial up internet access to high speed DSL connectivity.
It is the philosophy of the company to continually work in customers’ interests by offering competitive tariffs, innovative services and a courteous and efficient customer service.
The company believes that by working in customers best interests it can secure its own long-term viability – customer satisfaction will effectively drive the ongoing success of the company.
We believe in open and consultative relationships with all of our customers and value opportunities to exchange information with them. Any information held on customers in always treated in the strictest confidence in line with data protection laws.
We work with a number of network providers to ensure that all of our services are competitive and constantly strive to remain so.
5. Services Available
Bulldog provide a comprehensive range of telephone and Internet connectivity solutions and services to consumers and small businesses, from standard internet access to high speed DSL connectivity. For the most up to date information please refer to our website at www.bulldogbroadband.com.
You must have a BT (or similar) telephone line if you wish to order a Bulldog product. Please note all cable telephone lines and Kingston Communications do not support Bulldog internet services. The use of Bulldog residential accounts for business purposes is strictly prohibited. Business customers should consider Bulldog Business Broadband products.
Bulldog Call Packages
All Bulldog call packages are designed to give the customer significant savings against the BT equivalent with the choice of adding mobile and / or international call saving options. Bulldog voice services are available in a bundle with our Broadband product, please speak to the customer services team 0871 702 7777 for further information or visit our website www.bulldogbroadband.com.
Directory Enquiries
All residential customers are eligible to be included in the BT Phone Book for the local area. If you are a Bulldog customer and do not wish to be included, you will need to contact BT.
If you are a Line and Calls customer, our Customer Services team will be pleased to arrange this for you. You can contact them on 0871 702 7777 or by emailing bulldogcustomerservice@pipex.net.
Additional Services
Additional value added services are available such as all call bars, messaging services and call diverts. Availability depends on the Bulldog package you have. Please contact our customer services team who will tell you what services are available to you. You can contact them on 0871 702 7777 or by emailing bulldogcustomerservice@pipex.net.
Broadband services
Bulldog offers a range of broadband services. There is no need for a second line as speed filters separate the internet and voice calls so you can talk and surf at the same time.
Dial up and pay as you go services are also available, please visit our website www.bulldogbroadband.com for more information or speak to our customer service team, 0871 702 7777.
Internet Acceptable Use Policy (AUP)
While no ISP can guarantee that you will not encounter inappropriate or abusive content on the Internet, Pipex Internet is committed to the prevention of inappropriate use of its Internet services.
As with other Internet Service Providers (ISPs), Pipex Internet has an Acceptable Use Policy (AUP), which specifies the actions prohibited by Pipex Internet to users of the Network utilised by Pipex Internet services.
Pipex Internet has underlined its commitment to Internet security and the need to combat illegal online content by becoming a member of the Internet Watch Foundation (IWF). The IWF works with ISPs, telecommunications and software companies and Content Service Providers (CSPs) to reduce the availability of child abuse images, criminally obscene and racist content. It influences and develops initiatives and programmes to combat online abuse, in partnership with UK Government departments, such as the Home Office and the Department of Trade and Industry.
6. Customer Services Available
Bulldog is committed to providing you with the highest quality of customer service. Our company delivers to you telecommunications services purchased from Suppliers of our choice and we make every reasonable effort to supply the Services that satisfy your requirements.
Information and Advice
We are available 7 days a week if you have any queries about your service. We will help you save as much money as possible and keep you updated with new price offerings.
Cancellation and Minimum contract period
If you end your contract before activation, we will refund you any payments you have already made in respect of such contract. If you want to end your contract before activation for any other reason you may do so, but you agree to pay us the full activation charge and, if cancelled within five (5) days of prospective activation, recurring charges for the contract period.
If your account has gone active, you may cancel your Agreement after the minimum contract period by giving us a minimum of 30 days written notice. If you wish to cancel before the end of the minimum contract period, we will be entitled to charge you fees which would have been payable by the you for the balance of the contract period.
Letter or email may be used to give the notice.
Bulldog Terms and Conditions contain minimum contract periods and cancellation fees. We therefore advise potential customers to read our Terms and Conditions, Acceptable Use, Data Protection and Privacy policies carefully before signing, to avoid any confusion or dissatisfaction.
Please note that you are responsible for any outstanding charges that remain on your account and for paying out the remaining term of any contract where you are still in the agreement period, if you are leaving before the completion date of your contract.
Moving Home
If you are moving home we can move with you! Please call our customer services team at least 28 days before you move so that we can make the appropriate arrangements and ensure you are not charged for calls made from your old address once you have moved. If you do decide to leave us we can arrange for your final bill can be sent to your new address. You can contact them on 0871 702 7777 or by emailing bulldogcustomerservice@pipex.net.
Please note that you are responsible for any outstanding charges that remain on your account and for paying out the remaining term of any contract where you are still in the agreement period, if you are leaving before the completion date of your contract.
Faults
If you have a problem with your telephone service, please contact us on 0871 702 7777 or email bulldogcustomerservice@pipex.net.
We will help you identify the cause and arrange to repair the fault quickly and efficiently.
Pricing information
Our current price list is available on our website at www.bulldogbroadband.com.
Full details of all current prices and tariffs are available upon request from our Customer Care Team. Please contact us on 0871 702 7777or email bulldogcustomerservice@pipex.net.
We will ensure that all pricing information clearly states which charges are included or excluded. We will also make all reasonable endeavours to ensure that all pricing information is accurate and up-to-date at the time it is published.
Billing
We will explain your billing cycle to you at the start of your contract and we provide itemised bills as part of our service to you.
Please refer to our PRS and NTS Code of Practice for further information on premium rate and number translation services. If you have any difficulties in making payments, please contact our Customer Services Team as soon as possible. Please call 0871 702 7777 or email bulldogcustomerservice@pipex.net.
Payment can be made by Direct Debit with Visa, MasterCard, Switch or Solo; alternatively, just on Credit Card (Visa or MasterCard).
Complaints
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.
7. Customer Rights & Obligations
Pipex Internet recognises that customers’ requirements can change, and whilst reasonable endeavours will be made to retain custom, customers have the right to change telecoms suppliers. We will act with professionalism and the customers’ interest in mind when making changes to your service.
Data Protection
Pipex Internet adheres to the Data Protection Act and takes all reasonable steps to ensure that there is no unauthorised access to your personal data. We may use the personal data that we have to promote our products and services. These details will not be passed to any other organisations for marketing purposes unless you have authorised us to do so. In some circumstances we may supply information to organisations such as the police and other governmental agencies where the law permits us to do this. We may record phone conversations in order to provide training services or to provide evidence of a transaction. If you wish to know what personal information we hold on you, you can obtain this by writing to us. Please write the following address.
Lee Jones
DPA Officer,
Business Compliance Department,
Bulldog c/o Pipex Internet Ltd
Christie Fields
Derwent Avenue
Manchester
M21 7QS
Use of Personal Information
The information you provide or we hold (whether or not under this contract) may be used by us, our employees and/or agents to:
a) Identify you when you make telephone enquiries
b) Help administer any accounts, services and products provided by our group now or in the future.
c) Help us detect fraud or loss; and
d) Write to or telephone you with information about other services and products provided by our group
Releasing of Information
In some circumstances we may supply information to organisations such as the police and other governmental agencies where the law permits us to do this. Otherwise, we will not release any information to a third party without your consent. If you would like to nominate a third party to deal with your account, then please call our Customer Services Team on 0871 702 7777.
Terms and Conditions
Please ensure you have read and understood the terms and conditions. Our Customer Services team will be pleased to answer any questions you may have, they can be viewed on the company web page www.bulldogbroadband.com. To request a copy of our terms & conditions contact the Customer Care Team on 0871 702 7777.
Customers are able to visit our premises to discuss, face-to-face issues concerning their account. The office is open between the hours of: 9.00am - 6.00pm Monday to Friday.
8. Customer Communication
How to contact
You may contact us either by telephone, e-mail or in writing - see section 3 for our contact details.
Technical Support Issues:
We provide technical support for our broadband customers
Telephone: 0871 702 7777
E-mail: repair@bulldogbroadband.com
Address: Technical Support,
Bulldog c/o Pipex Internet Ltd
Christie Fields
Derwent Avenue
Manchester
M21 7QS
Non Technical support issues:
Telephone: 0871 702 7777
E-mail: bulldogcustomerservice@pipex.net.
Address: Customer Care,
Bulldog c/o Pipex Internet Ltd
Christie Fields
Derwent Avenue
Manchester
M21 7QS
We record a proportion of our calls to ensure that we can identify employees needing further training and to ensure we offer an exemplary service. Calls you make to us may be monitored.
Your Bill
We will provide you with a bill each month, which will include an itemised statement. Your bill will confirm when / how the payment is to be made and will always give you at least 5 days notice.
Marketing
Occasionally we will contact you with details of special offers available from ourselves or other companies within the Tiscali Group. If you would rather not be contacted, please let our Customer Service team know.
Telephone Preference Services
You may wish to stop unsolicited telemarketing calls from other organisations. You may do this by calling the Telephone Preference Service (TPS). The contact details for the TPS are:
Telephone Preference Services
DMA House
70 Margaret Street
London
W1W 8SS
Alternatively you can register on line. http://www.tpsonline.org.uk/ctps/number_type.html
Special Needs
We can supply literature, free of charge in an alternative format for people who are visually impaired.
9. Social Responsibility
Pipex Internet is committed to an ethical approach to business. We believe in open and honest communication with everyone that it deals with, be they customer, employee, client or partner. The company always strives to operate to the highest legal and ethical standards.
We are committed to equality of in all of its customer practices, policies and procedures.
All customers will be treated equally and fairly regardless of their race, creed, nationality, ethnic origins, religious beliefs.
10. Office of Communications
Pipex Internet is regulated by Ofcom. Ofcom is the independent regulator and competition authority for the UK communications industries, with responsibilities across television, radio, telecommunications and wireless communications services.
Ofcom can be contacted as follows:
Telephone: 0845 4563000
Facsimile: 0845 4563333
E-mail: contact@ofcom.org.uk
Web: www.ofcom.org.uk
Address: Ofcom Contact Centre Riverside House 2a Southwark Bridge Road London SE1 9HA
11. Approval and Review of Codes
All Codes, including this Consumer Code of Practice, are reviewed by the Senior Management team of Pipex Internet on a regular basis in accordance with Ofcom requirements.
The reviews attempt to identify areas where the Codes can be improved with regards to: clarity, accuracy, presentation and ease of use.
COM/COM059/1/090
