Code of practice

The purpose of this Code of Practice is to inform you of your relationship with us, and to bring to your attention important details concerning your purchase of services from us.

Services Provided

SalVoip provides Voice over Internet Protocol services to its customers and being a member of ITSPA subscribes to ITSPA’s Code of Practice which can be found here. We aim to conform to all regulations and best practices provided by ITSPA and if you wish to contact them for any reason then you can find all required information here. Being in the Telecoms industry we strive to ensure we conform by all Ofcom regulations, for any reasons should feel the need to contact Ofcom you can find all the required information here.

Our Services

• Inbound calls and outbound termination using VoIP – Voice over IP

• Fully managed hosted phone systems

• Conferencing systems

• Fax services

• UK wide telephone number provision

Fees

SalVoip publishes its prices in electronic form available at:

Quality assurance

We maintain the quality of what we do through constant on-going review with our clients, of all aims, activities, outcomes and the cost-effectiveness of every activity. We encourage regular review meetings and provide regular progress reports.

Confidentiality

We are committed to maintaining the highest degree of integrity in all our dealings with potential, current and past clients, both in terms of normal commercial confidentiality, and the protection of all personal information received in the course of providing the business services concerned. We extend the same standards to all our customers, suppliers and associates. No personal details will be passed on unless requested by a duly authorised Governing body.

Emergency calls

We shall provide access to 999/112 public emergency call services and shall take all reasonable steps to provide uninterrupted access to such services. However it is possible that the Services may become unavailable as a result of things over which We have no control, for example, failures of Your internet service provider (ISP) or internet connection. In such circumstances all services (including 999/112 public emergency call services) will be unavailable. Our Services may not provide Your phone number and location details to the operator of 999/112 public emergency call services if You make a public emergency services call. You may have to provide Your location information and phone number verbally to the operator. If the Services are to be used principally at a single, fixed location, You must register with Us the address of the place where the service will be used, in order to assist emergency services organisations.

Special measures for end-users with disabilities

Any of our literature, including this code, are available in large print or audio format. Please contact Customer Services with your full name, address and telephone number so that we can send it to you or contact you in the unlikely event of a problem. Priority fault repair. In order to take advantage of our priority fault repair service, customers with special needs must pre-register their requirements with us. Please note that priority fault repair is only available for some products and services and may also incur a separate charge. Please contact customer services for more information.

Complaints and dispute resolution

SalVoip is committed to providing excellent service and endeavour to deal with any complaint fairly and within a reasonable period of time. However, should a customer remain dissatisfied with any aspect of our service, they are welcomed to contact us whereupon we will do our utmost to resolve the problem as quickly as is reasonably practicable. We operate a complaints procedure to help ensure that any complaints are dealt with efficiently and to your satisfaction. Should you wish to receive a hard copy of this Complaints and Dispute Resolution procedure, please email your request to support@SalVoip.com. If you have a problem with the way we have sold, provisioned or delivered the service to you, you should:

• In the first instance write via email to support@SalVoip.com. We aim to respond to you within 24 hours. Please ensure you retain Ticket reference number. Our customer service staff will do their utmost to successfully resolve any problems at that point, if however, your problem cannot be resolved, we will agree a course of action with you.

• In the unlikely event that your complaint has not been resolved by SalVoip to your satisfaction within a period of eight weeks, or if during the process of investigating your complaint you believe the situation has reached a deadlock, you may refer your complaint to Ombudsman Services for independent consideration. Ombudsman Services will make an independent decision based entirely on the merits of the complaint.