Intelesis Limited

Introduction

Intelesis Limited has produced this code of practice in line with OFCOM regulations introduced on 26th May 2005. Intelesis Limited is a responsible company and recognises all legislative and regulatory compliance issues, in conjunction with its internal compliance controls.

The purpose of this code of practice is to ensure that Intelesis Limited resolves any issues, which may arise before, during, and after the point of sale. Intelesis Limited ensures that all customers entering into an agreement with Intelesis Limited fully understand the nature of the Fixed Line
Telecommunication Agreement and intend to proceed with the transfer. Intelesis Limited does not accept any forms of mis-selling or misrepresentation from anyone representing the company. All representatives of Intelesis Limited, regardless of their position or job description are made aware of the existence of the code of practice and informed of the contents of the code. Through management structures, representatives of Intelesis Limited will be monitored and reviewed for their compliance with the code.

Intelesis Limited ensures that we provide our customers with standards of protection over and above those provided by law. We also ensure good practice and responsible selling. It is the intention of Intelesis Limited to provide a clear and accurate picture of the operation of Intelesis Limited, providing reassurance to customers as to what constitutes good practice in the Fixed-line Telecommunications Industry.

Intelesis Limited has provided copies of its Sales and Marketing Code of Practice to the Head Office of the Citizens Advice Bureau. The code is also available on the company’s website in PDF format and is available to customers in documented format upon request, free of charge. The person responsible for compliance with the code within Intelesis Limited is Noel Liverton, who canbe contacted by writing to Noel Liverton, Intelesis Limited, Aizlewood Mill Business Centre, Aizlewood Mill, Nursery Street, Sheffield, S3 8GG telephoning .

Status of Code

Intelesis Limited complies with the provisions of this code under the guidelines and regulations applied by OFCOM, however, non-compliance with this code does not affect the validity of any contract, whether verbally agreed or signed, between Intelesis Limited and the customer, unless otherwise provided by law. The provisions of this code only apply to customers, as defined within the Communications Act 2003, and do not apply to all businesses.
Sales, Marketing, Advertising and Promotion
Intelesis Limited approaches potential customers in a number of different ways, including by post, by telephone, and in person. Customers’ legal rights regarding Telephone Preference Service (TPS), Mail Preference Service (MPS), Facsimile Preference Service (FPS) and E-mail Preference Service (EPS) are respected and data used to contact customers is screened regularly. Intelesis Limited ensures that its advertising and campaign literature is regularly updated and is clear, concise, unambiguous, accurate and fair, and contains no false or misleading information regarding prices, savings, or benefits, of any products or services offered by Intelesis Limited, or any of its competitors.

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Recruitment and Sales Training

Intelesis Limited recruits its sales and marketing staff and third party agencies on the basis that our sales and marketing representatives are the voice and face of Intelesis Limited and the initial contact that its customers will receive. We believe that first impressions are the ones that last. Intelesis Limited will not tolerate any behaviour from any of our sales and marketing staff or third party agencies, which brings the good name of Intelesis Limited into disrepute. All prospective sales and marketing staff have background checks carried out into previous employment position and any evidence of mis-selling or lack of integrity and any criminal convictions are taken into account. All successful applicants complete training courses to ensure:

• A complete and accurate understanding of the Intelesis Limited Fixed Line
• Telecommunication package.
• Awareness of the courteous behaviour and integrity expected of them at all times.
• Awareness of the code of practice and its contents, and their responsibility to comply with the code at all times.
• The complete awareness that mis-selling, misrepresentations, and disrespectful behaviour will not be tolerated and any allegations made will be fully investigated in line with the company’s code of conduct and its internal disciplinary procedures.

Intelesis Limited also requires all of its representatives to maintain a high level of personal standards, in appearance, manner, and conduct. Intelesis Limited has in place a management structure, which is fully responsible for the actions and conduct of its representatives and their compliance with the code of practice. Any allegations of misrepresentation or mis-selling against any member of the Intelesis Limited sales teams should be reported to Noel Liverton, Compliance manager, Intelesis Limited, Aizlewood Mill, Aizlewood Mill, Nursery Street, Sheffield, S3 8GG.

We also have stringent checks to ensure that each employee recruited by Intelesis Limited is identified by providing his or her NI number and an authorised proof of address. Intelesis Limited also requests that two independent references are provided from different former employers, to ensure there has been no previous history of sales related misconduct. Intelesis Limited conducts regular assessments of office based and field sales staff and continuously monitors their performance. Intelesis Limited will make all reasonable endeavours to retrieve all company literature, paperwork and identification badges from any representative leaving the company. As part of the sales training for new and existing sales representatives, Intelesis Limited provides a sufficient understanding into the process of ordering the telecommunication service. Intelesis Limited recognises the consumer protection laws and provides an awareness of these laws to its representatives. As part of the training course Intelesis Limited ensures its representatives are fully aware of the contract, the duration of supply, the terms and conditions of supply, and any termination fees applicable for the early termination of the agreement. They are also trained in the correct procedure for the cancellation of customer agreements.

Intelesis Limited document all remuneration systems, which are designed in a manner to encourage responsible sales practice.

Customer Contact

Intelesis Limited does not visit customers outside the hours of 08.00 to 20.00 and does not make telephone calls outside the hours of 08.00 to 21.00, unless at the customer’s request. Each representative of Intelesis Limited involved in face-to-face contact with customers is issued with a company identification badge, which clearly displays the representative’s photograph, name and unique identification number, and expiry date. Upon arrival at an appointment, the representative will immediately identify himself or herself as a representative of Intelesis Limited, show the customer the identification badge, and advise the customer of the expected duration of the meeting. Customers are welcomed to contact the Head Office of Intelesis Limited to confirm the identity of the representative attending the premises, if they so wish.

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Intelesis Limited takes pride in its good reputation and expects its staff:

• To be courteous and professional at all times.
• To be factual and accurate.
• To be able to explain the products and services provided by Intelesis Limited.
• To be aware of the sales and marketing code of practice.
• Not to misrepresent any services offered by other service providers.

If any contact with a customer is inconvenient or unwelcome, discussions will be ceased immediately. Any customer who wishes to have no further contact from Intelesis Limited can request the removal of their details from our marketing database by writing to: The Database Department, Intelesis Limited, Aizlewood Mill Business Centre, Aizlewood Mill, Nursery Street, Sheffield, S3 8GG.

Intelesis Limited will not direct its marketing activities to those who are under the legal age of entitlement to enter into a contract and will not abuse the trust of vulnerable customers. Intelesis Limited retains the records of all customer contacts for a period of not less than 6 months and all information, including the sales person’s details, are recorded on our database.

Entering into a Contract – Information, Order Forms and Contracts

Intelesis Limited takes all reasonable steps to ensure the person agreeing to the contract is authorized to enter into an agreement for telecommunication services on behalf of the customer. Intelesis Limited has designed all of its contractual documentation in a specific manner to ensure that the contractual nature of the document is clear and concise. The declaration statement is adjacent to where the customer signs their acceptance. The features of the contract are clearly stated on the front of the agreement, with the terms and conditions on the reverse.
The customers sign over the word “contract”.

The Intelesis Limited contracts are set out in such a format, which provides the customer with an overview of the contract and general terms of supply. It is the customer’s responsibility to review the contract and its terms and conditions, and ask questions regarding any aspects of
which they are unclear, prior to their acceptance of the contract. The below features appear clearly on the contract:

• Contact details for the Company, including its postal address, telephone number, facsimile number, email address, and website address.
• Minimum period of supply.
• Features of Service, including charges for local and national calls, key discounts off BT standard business rates, and reference to pricing sheets.
• Payment terms.
• Termination procedures and fees, which may be applicable.
• Customer Service opening hours.

Intelesis Limited provides all customers with a pricing sheet, which lists all of the charges for line rental, network features, local and national calls, mobile calls, international calls, directory enquiry calls and non-geographic calls.

Intelesis Limited offers all customers, as defined within the Communications Act 2003 (i.e. not all businesses), a consolidation period. All customers are made aware of this period. No cost will be applied for accepted cancellations during this period. Request for cancellation should
be made by telephone to the customer service department on , by writing to Customer Services, Intelesis Limited, Aizlewood Mill Business Centre, Aizlewood Mill, Nursery Street, Sheffield, S3 8GG, by facsimile to or by email to
Cancellations requests outside of this period will be referred to the terms and conditions, of the customers’ contracts.

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All Intelesis Limited customers will receive a minimum of two letters prior to the commencement of switchover and one further letter after the witchover has commenced. All letters contain contact details for our customer services department, including the full postal address, telephone number, facsimile number, and email address.

Audits

Intelesis Limited will carry out regular checks on all aspects of the training of sales and marketing staff, company documentation, and the procedures involved. We will also carry out checks on a regular basis of all correspondence and information provided to customers by Intelesis Limited. Intelesis Limited will ensure that we are acting compliantly with all aspects of this code. Our customer contracts are stringently checked upon receipt to ensure that the paperwork has been completed correctly, that all documents have been signed by the customer, and that no unauthorised amendments have been written on any contractual documents, by either the company representative or the customer. If any unauthorised amendments are found on any contractual documents then we will reject these contracts and the relevant sales department will be informed.

Customer Complaints Procedure

Any customer complaints relating to our sales and marketing procedures should be made in the first instance to Noel Liverton, Compliance Manager, Aizlewood Mill Business Centre, Aizlewood Mill, Nursery Street, Sheffield, S3 8GG. An internal investigation will be conducted and we aim to provide a resolution to the customer within 28 days.

If the customer believes that their complaint has not been dealt with satisfactorily then they should then write to The Managing Director, Intelesis Limited, Otelo. The Managing Director will endeavour to provide a resolution to the customer within 28 days. All complaints against our sales and marketing staff, which are upheld, will be drawn to the attention of the Managing Director for internal disciplinary action.

Intelesis Limited is a member company of OTELO, an alternative dispute resolution company.
Customers should only contact OTELO if a complaint made in accordance with the above procedures has not been dealt with by Intelesis Limited to the satisfaction of the customer after a period of 12 weeks has elapsed from the date that the complaint was first made. OTELO is only available to customers whose total annual expenditure including line rental, calls and VAT, is less than £5,000 per annum.

Distributing the Code: Creating Awareness

Intelesis Limited has taken steps to advise all members of staff, regardless of their position within Intelesis Limited, of the existence of the Code of Practice. This code is available via the company internal intranet and is referred to on the company’s website. The code is also available to customers upon request, free of charge.

Intelesis Limited has passed details of their Code of Practice to OFCOM, OTELO, and the Head Office of the Citizens Advice Bureau.