Customer Complaints for Business

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ABOUT THIS CODE

This Code of Practice has been written in response to the General Condition of Entitlement (GC) 14.2 and GC 14.4 (Codes of Practice and Dispute Resolution) as set out in sections 52 to 55 of the Communications Act 2003. The processes described in this document are in constant review to ensure best practice for Jibba Jabba’s developing customer base. Jibba Jabba is a business to business focused organisation and rarely conducts business with the domestic customer. Therefore, this code of practice is aimed at business customers.

PRICING

Our equipment pricing is dependent on a variety of factors including:

• Number of extensions
• Period of lease
• Quantity and nature of additional equipment
• Whether installation, maintenance, line rental or call routing etc is included.

CANCELLATION OF SERVICES

Customers are entitled to cancel services in writing at any time. Where the customer is still in contract, early termination charges will apply, calculated in accordance with the terms set out in individual contracts. Cessation/Termination charges may also apply.

EQUIPMENT WARRANTY

All telephone equipment is supplied with a manufacturer 12 month warranty. If this equipment is faulty, it will be replaced free of charge within the first twelve months following installation. Equipment supplied from other manufacturers will be sold with a warranty period equivalent to that offered by the manufacturer.

MAINTENANCE AND REPAIRS

Technical enquiries are logged upon receipt of a telephone enquiry and are dealt with in order of priority. The level of service offered and response times are constantly monitored to ensure that customers receive a prompt efficient and professional response to all enquiries. During office hours, we aim to consistently achieve first response to all technical problems as agreed within the SLA’s.

ACCESS TO SERVICES

Jibba Jabba predominantly relies on proactive telemarketing calls to arrange appointments for sales representatives. The company has also experienced great success with a referral scheme whereby existing customers recommend associate businesses that would benefit from our services. Customers can discover more information regarding the range of services available from Jibba Jabba on our website.

COMPENSATIONS OR REFUNDS

Where it is apparent that we have overcharged a customer in error we will issue an immediate refund upon customer request. The full extent of our liability for direct or indirect costs, loss of profit or goodwill is clearly set out in our Terms and Consitions which is signed by every customer at point of sale.

In the event of a billing error, we will immediately investigate upon notification by our customer and if appropriate, will rectify the error on the next invoice. Full itemisation of call charges are available at an additional cost.

Annual maintenance contract charges are invoiced prior to each anniversary of contract commencement. Payment must be made prior to the annual renewal date in order to ensure service continuity.

Other invoices are despatched as and when other services are provided. Except by prior arrangement, these are payable upon completion of the work to which the charges relate. We endeavour to ensure that invoices provide a clear explanation of the nature of the charges and due date.

CUSTOMER RIGHTS

We aim to ensure that the terms and conditions under which we trade are clearly communicated to our customers at point of sale. We always provide customers with a copy of all contractual documentation that they have signed at the time of sale. We maintain a database of customer information. We comply with all aspects of the Data Protection Act. Customers may request a copy of the information that we hold about their business.

Jibba Jabba often acts as an introducer to financial intermediaries in order to assist with their communication equipment purchases.

HOW TO REGISTER A COMPLAINT

You can contact us by using the following methods;

Please email Customer Services Team on email to [email protected] or by phone to 01302 247530.

The team will try to resolve your issue whilst you are on the call. If we are unable to resolve at first point, the appropriate escalation path will be followed to ensure the speediest resolution to your complaint.

By letter: If you prefer to write, please send your letter to the address below. Make sure you include the account number and telephone number of the service you are complaining about.

Jibba Jabba
Keepmoat Stadium
Stadium Way
Doncaster
DN4 5JW

We prefer to contact you by phone but will gladly confirm any particular points in writing, should you prefer.

THE NEXT STEPS

Our aim is to resolve any problem you may have to your satisfaction.

If our Customer Service Agent is unable to achieve this on the initial call we will agree a plan of action with you.

If you are unhappy with the resolution proposed by the Customer Services Agent, your complaint will be reviewed by the Team Leader. He or she will work with you to identify a satisfactory solution.

If the Team Leader is unable to provide a satisfactory resolution, they will discuss your complaint with a Customer Operations Manager.

If the Customer Operations Manager is unable to resolve the complaint to your satisfaction, it will be reviewed by our dedicated Resolution Management Team.

We aim to resolve your complaint within 14 working days of receipt. We will keep you updated throughout the progress of the complaint, at regular & agreed intervals.

If the Resolution Management Team is unable to resolve the complaint to your satisfaction, we will issue a 'Deadlock' letter, stating we are unable to reach a satisfactory resolution. At this point, or if eight weeks have passed since initially making your complaint with no plan of action, you may make a complaint to the Ombudsman Services: Communications; an independent alternative dispute resolution scheme (ADR). We can provide you with details of this service. You can utilise this service at no cost to yourself or your business.

OMBUDSMAN SERVICES: COMMUNICATIONS
(TELECOMS SERVICES ONLY)

Ombudsman Services: Communications provides an independent service to customers who are not satisfied with the resolution of their complaint. You must make your complaint to Ombudsman Services: Communications within six months of receiving a 'Deadlock' letter. If you have not received a 'Deadlock' letter you must contact Ombudsman Services: Communications within nine months of issuing a complaint to Jibba Jabba.

Contact Details for Ombudsman Services: Communications:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Phone: 0845 050 1614
Fax: 01925 430 059
Text phone: 0845 051

Website: https://www.ombudsman-services.org
Email: [email protected]

Ofcom

Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.

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