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Cyber Time Solutions
Consumer Code of Practice
Code Contents
1. The purpose of the Code
2. Introduction to Cyber Time Solutions
3. Customer Service
4. Sales Practice
5. Ordering our Products and Services
6. Pricing and Billing
7. Complaints and Dispute Resolution
8. Your rights and obligations
9. Social Responsibility
10. Useful Contact Information
1. The Purpose of the Code
We have produced this Code of Practice (“Code”) as part of our obligations as a Communications Provider under the Communications Act 2003. We shall review the contents of this Code at least once a year to ensure it is up to date and addresses any changes in our business.
The purpose of this Code is to provide our consumers with a clear statement of the policies, products, services and support services that we offer. The products and services we offer are subject to availability and may be changed from time to time – please refer to our website at www.cybertimesolutions.co.uk for the latest details. This Code also explains how our consumers may contact us and certain other independent organisations in the communications industry.
2. Introduction to Cyber Time Solutions
Cyber Time Solutions is a UK Based Website Design & On-line Solutions Company to the Small to medium business market. Our Internet services have been developed through expertise in each individual aspect of the Internet and extensive knowledge of our market. Customer focus and the development of business solutions that deliver real business benefits are at the core of our company ethos.
Services provided include:
* Domain name registration * Website design & construction - websites built using software beyond industry standard. * Hosting * E-commerce facilities - integration of website to a payment solution provider e.g. WorldPay to allow credit/debit card details to be taken online. * Web application services including anti virus and anti spam. * Email services * Search engine optimisation * Directory listings
3. Customer Service
If you have any questions relating to our products and services please contact us as follows:
Cyber Time Solutions
2 Fingland Rd,
Wavertree,
Liverpool,
L15 0ES
Tel: 07791911659
E-mail: cybertimesolutions@virgin.net
4. Sales Practices
We sell our products and services through a variety of channels including:
* Press advertising
·* Internet
* Targeted leafleting · Telesales · 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, when undertaking our sales activities, we take steps to ensure the 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/tpsR/html/default.asp.
5. Ordering our Products and Services
If you wish to order our products and services you can contact us either in writing, by telephone, or by email. The duration of the contract for specific products and services is set out in our general terms and conditions which will be given to you before any contractual commitment is made. We reserve the right to disconnect any of our services and cease to supply products if you breach our terms and conditions. You are entitled to cancel or terminate any contract with us provided you follow the cancellation and termination procedures identified in our contract terms and conditions. If you have any questions about our general terms and conditions we shall be pleased to answer them for you before you sign.
6. Pricing and billing
Up to date pricing information is available upon request and we aim to ensure you understand and are fully aware of the price of our products and services before entering into any contractual commitment with us. Our standard billing terms vary depending upon the products or services supplied but we shall advise you of our payment terms before you sign a contract with us. If you do not pay any amount due or if you are late in making payment then we reserve the right to charge interest on any overdue amount until the outstanding amount is settled in full. We also reserve the right to suspend or terminate service if you do not make any payment when due.
We provide itemised invoices clearly showing the charges for using our services and you may pay by cash, cheque or direct debit. We reserve the right to ask you for a deposit as part of the initial ordering process or if you default on any payment due to us.
If you have any queries on our pricing or billing arrangements you can contact us by telephone, email or post:
Telephone number: 07791911659
Email address: cybertimesolutions@virgin.net
Postal address: Cyber Time Solutions, 2 Fingland Rd, Wavertree, Liverpool, L15 0ES
8. 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 products or services, please contact us using any of the contact methods explained above and we shall do our best to resolve the problem as quickly as possible.
Cyber Time Solutions is a member of the Communications and Internet Services Adjudication Scheme (“CISAS”) which is approved by the communications regulator, Ofcom, for the handling of consumer disputes. If we have been unable to resolve your complaint ourselves within a period of 12 weeks after a complaint has been made or if we send you a deadlock letter, you may be able to refer the complaint for independent adjudication by CISAS. Further details of the scheme may be obtained on the CISAS website: http://www.arbitrators.org/cisas/index.asp
Contact details for CISAS are as follows:
CISAS C/o The Chartered Institute of Arbitrators 12 Bloomsbury Square London WC1A 2LP.
Phone: 020 7421 7444
Fax: 020 7404 7150
E-mail: cisas@arbitrators.org
9. Your Rights and Obligations
Your rights and obligations when using our products and services are detailed in our generals terms and conditions applicable to the specific product or service and our Privacy Policy. Our Privacy Policy is published on our website at www.cybertimesolutions.co.uk and our general terms and conditions are available on request.
We are committed to the privacy of our customers and 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.
10. 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 and the Independent Committee for Supervision of Standards of Telephone Services (“ICSTIS”).
11. Useful Contact Information Ofcom
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London SE1 9HA
Email: advice@ofcom.org.uk
Web site: www.ofcom.org.uk
Tel: 0845 456 3000 or 020 7981 3040
Communications and Internet Services Adjudication Scheme (CISAS) C/o The Chartered Institute of Arbitrators 12 Bloomsbury Square London WC1A 2LP. Freecom Code of Practice: V1_10.6.05
Tel: 020 7421 7444
Fax: 020 7404 7150
E-mail: cisas@arbitrators.org
Web: www.arbitrators.org/cisas/index.asp 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
ICSTIS
Clove Building
4 Maguire Street
London
SE1 2NQ Web: www.icstis.org.uk
Tel: 020 7940 7474
Fax: 020 7940 7456
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