Code of Practice

1. Our Code of Practice
2. About Keyfonics
3. Customer Service
4. Sales and Marketing
5. Technical Support
6. Pricing and Billing
7. Premium Rates and Other Special Services
8. Complaints and Dispute Resolution
9. Your Privacy
10. Social Responsibility
11. Contact Information

OUR CODE OF PRACTICE

This Code of Practice will provide you with up-to-date information about our products and services, and help you contact us if you have any technical issues, customer care questions or general enquiries. Your satisfaction with our service is of the utmost importance to us. All members of our staff are aware of the Code and will follow it at all times to make sure that any complaints or queries are dealt with as quickly and fairly as possible. This Code has been produced as part of our obligations as a Communications Provider under the Communications Act 2003. We review the Code quarterly to ensure it's up-to-date and reflects any changes in our business.

ABOUT KEYFONICS

Keyfonics Limited is a company registered in England with company number 6378339. Our registered office is located at 44 Osborne Mews, Sheffield, S11 9EG, United Kingdom.

Our services include:

• Access to Emergency Services: We provide access to public emergency call services for all customers. When you dial either 999 or 112, your call is routed from the Keyfonics network to national emergency operators who will handle your call.

  Important Note: 999/112 Emergency Services and the Keyfonics Service DO NOT function during an electrical power or broadband provider outage, or if your Keyfonics account has been suspended or terminated. Please refer to the 999/112 Emergency Services sections of our Terms of Service regarding access to Emergency Services.

• Call Savings: You will benefit from savings on your calls both inside and outside the UK.
• Online Call records: Your online account gives you instant, secure access to your account 24 hours a day, 7 days a week to review your call history. Because call details are available real-time, you have the most accurate and up-to-date information at all times.

Our sales and customer service staff will be pleased to explain to you our products and services and the scope of our Terms of Service before you decide to take up our services.

The products and services we offer may be changed from time to time — please refer to our website at www.keyfonics.com for the latest details.

CUSTOMER SERVICE

Customer satisfaction is of the utmost importance to us. The first place to find answers is in the Help section of our web site at http://www.keyfonics.com/site_help. If you still have questions, you can call us on 0845 862 0679 or email Keyfonics Customer Care at customerservices@keyfonics.com. Our people are highly trained and they are available from Mon-Fri 9:00am-6:00pm. We can help you resolve any question or problem that you encounter.

SALES AND MARKETING

We market our products and services through a variety of channels including press advertising, Internet, targeted leafleting, telemarketing and agents. Where you indicate to us that you do not wish to be directly contacted we shall cease to have any further sales contact with you. In addition, we take steps to ensure that telephone numbers called are not listed on the Telephone Preference Service. You may register with the Telephone Preference Service at any time. Further details can be obtained from the Telephone Preference Service website at www.tpsonline.org.uk/tps/.

If you wish to order our products and services you can contact us by telephone 0845 862 0679 or via our web site at www.keyfonics.com. Our Terms of Service will be made available to you before you make any contractual commitment. You are entitled to cancel or terminate any contract with us provided you follow the cancellation and termination procedures identified in our Terms of Service. We charge an activation fee and a termination fee and we may disconnect the service if you breach our Terms of Service. If you have any questions about our Terms of Service simply contact us by telephone on 0845 862 0679 or email Customer Care at customerservices@keyfonics.com.

TECHNICAL SUPPORT

We aim to provide you with all the help you need to understand how to use the service and to help you with any technical problems you may experience. We aim to attend to any faults as soon as possible. If you have any technical questions simply telephone us on 0845 862 0679 or contact us at support@keyfonics.com.

PRICING AND BILLING

Up to date pricing information is available at www.keyfonics.com and upon request by calling 0845 862 0679. Our billing terms may vary depending upon the products or services supplied but we make sure you are aware of our payment terms before you enter into a contract with us.

We provide itemised bills clearly showing the charges for using our service. If you have any billing queries or difficulties please call us at 0845 862 0679 or contact us at customerservices@keyfonics.com.

In the case of non-payment or late payment we may impose a credit limit on your account and/or require a deposit as security for paying bills. We have the right to charge interest on any overdue amount. We may also suspend or terminate the service if you do not make any payment when due.

PREMIUM RATES AND OTHER SPECIAL SERVICES

UK Premium Rate Services

Premium rate numbers begin with 090 or 091. You can find our rates for calling premium numbers on our website at www.keyfonics.com.

UK Number Translation Services

Number translation services (NTS) numbers begin with 05 or 08. You can find our rates for calling NTS numbers on our website at www.keyfonics.com.

UK FreeFone Numbers

There is no charge for calls to numbers that begin with 0800, 0808 or 0500.

UK Non-Geographical Numbers

Non-geographical numbers begin with 0845 or 0870. You can find our rates for calling non-geographical numbers on our website at www.keyfonics.com.

COMPLAINTS AND DISPUTE RESOLUTION

We are committed to addressing any complaints as fairly as possible and within a reasonable time. If you are dissatisfied with any aspect of our service, please contact us and we shall do our best to resolve the problem as quickly as possible. We operate a complaints procedure to help ensure that any complaints are dealt with to your satisfaction:

• you can phone us on 0845 862 0679 and our customer service staff will do all they can to resolve any problems while you are on the phone. If your problem cannot be resolved during the phone call we will agree a course of action with you.
• you can contact us by email at customerservices@keyfonics.com We aim to reply to you as quickly as possible.

As soon as we become aware of your complaint we will give it a complaint reference number If you are unhappy with the way in which your complaint has been handled you can ask for it to be escalated. Escalation may happen immediately if you are on the phone or we will arrange for a manager to contact you.

YOUR PRIVACY

We are committed to the privacy of our customers and to those who access our website, and to compliance with the Data Protection Acts of 1984 and 1998 to ensure that data collected by us is processed properly. Our Privacy Policy is published on our website at www.keyfonics.com.

SOCIAL RESPONSIBILITY

We take our social, health and safety, environmental and employee relations responsibilities very seriously. In addition, we are fully aware of our regulatory responsibilities as a communications provider and in particular requirements of regulatory bodies such as Ofcom.

USEFUL CONTACT INFORMATION

Address:	Ofcom Ofcom Contact Centre Riverside House 2a Southwark Bridge Road London SE1 9HA
Email:	advice@ofcom.org.uk
Web site:	www.ofcom.org.uk
Telephone:	0300 123 3333 or 020 7981 3040
Fax:	020 7981 3333

Address:	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