8x8 Codes of Practice for Small Business Customers
These consolidated Codes have been produced as part of our obligations under the General Conditions of Entitlement pursuant to the Communications Act 2003. The Codes are reviewed periodically to ensure it is current and reflects any changes to our business and services.
These consolidated Codes provide you important information concerning:
- Who we are;
- Where you can find information that explains in detail the 8x8 services that you have purchased, or may be considering purchasing;
- Where you can find information about our standard charges and tariffs, including charges relevant for Premium Rate calls, Number Translations Services, ‘Personal Numbers’;
- What you can do and who you can contact should you have a query or complaint in respect of any Premium Rate calls,
- How you can contact us if you have any technical or customer care questions, issues or enquiries;
- Where you can find our Code for handling Complaints; and
- Where you can find our General Terms and Conditions that govern the relationship between us.
To help any of our customers with special needs please contact our customer services by telephone on 0207 096 6000 or [email protected] You can also write to us at Oxford House, Bell Business Park, Aylesbury, Buckinghamshire, HP19 8JR.
About 8x8 and its Services
8x8 is a trading name of 8x8 UK Limited, a company registered in England with company number 05083841. Our registered office is located at Oxford House, Bell Business Park, Aylesbury, Buckinghamshire, HP19 8JR.
8x8 provides high powered business VoIP communications and collaboration solutions through its Virtual Office (VO) Phone System and Virtual Contact Centre (VCC) services. You can find out about our services and their features relevant for small business users by visiting www.8x8.com/uk/voip-business-phone-services/business-phone-systems and also www.8x8.com/uk/voip-business-phone-services.
Customer satisfaction and quality of service is of the utmost importance to us. If you have any questions, you can call us on 0207 096 6000 or email us at [email protected] Our customer service staff are available from 8.00 a.m. to 6:30 p.m. Monday to Friday to handle customer care questions.
Terms and Conditions
Our Terms and Conditions are found at www.8x8.com/uk/terms-and-conditions. These terms govern the contractual relationship between us and set out specific information relevant to number porting, emergency services calls and service reliability.
Pricing and Billing
Up to date standard pricing information, including access and usage charges can be requested by calling 0207 096 6000. Our pricing terms may vary depending upon the products or services supplied but we make sure you are aware of all pricing and also our payment terms before you enter into a contract with us, payment terms being clearly set out in our Business Terms and Conditions.
We provide itemised bills clearly showing the charges for using our services. If you have any billing queries or difficulties please call us on 0207 096 6000 or contact us at [email protected] We have the right to charge interest on any overdue amount. We may also suspend or terminate the service if you do not make payment when due.
Premium Rate and Number Translation Services
Premium Rate calls
Premium rate numbers begin with 09,070, 0870/1/2/3 or 118.
Up to date standard pricing information, including access and usage charges can be requested by calling 0207 096 6000. Calling a premium rate number is more expensive than calls to other landline numbers. Premium rate numbers operate on a revenue share basis. The service that you access through dialling a premium rate number is paid for through your telephone bill. This means that a large part of the revenue generated from the call goes to the service provider responsible for offering the service. In effect the cost of the call is used to pay for the service being offered – the call is a payment mechanism for the service.
Phone-paid Services Authority
Phone-paid Services Authority (PSA) is the regulatory body for all premium rate services. PSA regulates premium services through its Code of Practice. PSA’s role is to prevent consumer harm by ensuring service providers are responsible for clear and accurate pricing information, honest advertising and service content and appropriate and targeted promotions.
PSA investigates complaints and has the power to fine companies and bar access to services if the PSA Code of Practice is breached. PSA can also bar any individual behind a company from running any other premium rate services under any company name on any telephone network for a defined period. PSA deals with lesser problems by issuing formal reprimands or ordering companies to obtain prior approval before launching a premium rate service.
PSA’s complaint service is free to consumers and is fully independent but PSA only deals with complaints about premium rate numbers.
Making a complaint
You can make a complaint to PSA as set out below. However, before doing so, you should visit PSA’s online premium rate number checking facility for instant information about the number in question. This facility is available at: http://psauthority.org.uk/about-us/number-checker
You can make a complaint to the PSA in the following ways:
- In writing to:Phone-paid Services Authority, 25th Floor, 40 Bank Street, E14 5NR
- By submitting an online enquiry to: http://psauthority.org.uk/for-consumers/making-an-enquiry/submit-an-online-enquiry
- By calling the PSA free helpline on 0300 30 300 20 between 10.00am and 4.00pm, Monday to Friday (excluding bank holidays).
If you have a query or complaint about a call to a premium rate number appearing on your bill please call us on 0207 096 6000 or contact us at [email protected]. Additionally, if you make a complaint to the PSA they can investigate the complaint and if the complaint is upheld they can order the premium rate service provider to pay you a refund.
Number Translation Services and Personal Numbers (“070”)
Number translation services (NTS) numbers begin with 07, 08 or 09. Personal Numbers begin with 070. You can find our rates for calling NTS numbers and 070 numbers by calling 0207 096 6000.
These rates vary according to the time of day you make the call, and whether the call is made during weekdays or at weekends. There is no charge for calls to 0800 free phone numbers.
Code for Complaints and Dispute Resolution
We are committed to addressing any complaints as fairly as possible and within a reasonable time. For details of our complaints process and referring your complaint to the Ombudsman Service for independent consideration please see our Complaints Procedure published on our website.
Useful Contact Information
The 8x8 representative who is responsible for compliance with the Codes is:
UK Compliance Manager
Who can be contacted at [email protected]
Ofcom Contact Centre
2a Southwark Bridge Road
Web site: www.ofcom.org.uk
Tel: 0300 123 3000 or 020 7981 3000
The Ombudsman Service
Ombudsman Services: Communications
PO Box 730
Email/Contact Form: http://www.ombudsman-services.org/contact-us-communications.html
Tel: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600
Telephone Preference Service (TPS)
70 Margaret Street
Email: [email protected]
Tel: 0845 703 4599
Fax: 020 7323 4226