Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers
Introduction
IDNet is focussed to provide high-performance broadband, leading-edge web design, high-security enterprise web hosting and secure network solutions for businesses and individuals.
Established in 1996, IDNet's network drives broadband to its full potential. State of the art Web Design services and web Content Management Systems, protected in high-security facilities are utilised by Enterprises and UK Government agencies.
Contact details
The Spirella Building
Letchworth Garden City
Hertfordshire
SG6 4ET
Customer service phone number: 01462 476 555
Customer service email: support@idnet.net
Web site: www.idnet.net
Terms and conditions, including prices and tariffs
Our services
Broadband Internet connections, secure website hosting and website design.
As listed, amended and updated from time to time on our website at: http://www.idnet.net
Access
Contact us by telephone on 0800 0267 237 or via the details on our website: www.idnet.net/contact/
Pricing information
Prices are available online at: www.idnet.net/ or via telephone/email (see above).
Contract conditions
Available online at: www.idnet.net/support/termsandconditions.jsp - standard broadband contract period is one month. Termination can be via telephone or email (see above).
Customer service
Compensation or refund policy
Any refunds due will be made either via Credit Card or cheque.
Complaint handling process
Contact us by telephone on 0800 0267 237 or via the details on our website: www.idnet.net/contact.jsp
All complaints will be reviewed and process by a Customer Services Manager. If you wish to escalate any stage of the process then please ask to speak to a Director.
Alternative dispute resolution procedure
If we have not resolved your complaint to your satisfaction after 3 months or if you have received a letter from us saying that your complaint has reached �deadlock�, you may make a complaint through Otelo, an independent alternative dispute resolution scheme. We can provide you with details of this service � please see section 6.
How to obtain this Code of Practice
This Code of Practice is published on our Web site at http://www.idnet.net/support/codeofpractice.jsp Additional copies are available on request and free of charge to any domestic and small business customer.
Contact details of related organisations
Otelo
PO Box 730
Warrington
WA4 6WU
Telephone 0845 050 1614
or 01925 430 049
Email enquiries@otelo.org.uk
Web site: www.otelo.org.uk
Additional information
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom�s Web site at www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf