Code of practice.

Draft for review. The current PDF (Code of Practice V1.0) lists an old Parsonage Road address, 9am to 5:30pm hours and Otelo as the dispute scheme. Otelo no longer operates under that name. Confirm which Ofcom-approved alternative dispute resolution scheme Octotech currently belongs to and update the dispute section before publishing.

About this code

This code explains how Octotech Ltd provides communications services such as phone systems, broadband, leased lines and mobile, and how we handle problems if they arise. It is written to meet our obligations under Ofcom’s General Conditions.

Contacting us

Call 01403 888171, email support@octotech.co.uk, or write to us at Unit 1, Genesis Business Centre, Redkiln Way, Horsham, RH13 5QH. Our customer service team is available 8am to 6pm, Monday to Friday, excluding bank holidays.

Orders

We confirm every order in writing with the price, minimum term and expected installation date. Installation dates for some services, particularly leased lines and number porting, depend on third parties and we will keep you updated if they change.

Pricing and billing

Prices are set out in your order or agreement. Bills are issued monthly and itemise usage where applicable. If you think a bill is wrong, tell us and we will investigate before asking you to pay the disputed amount.

Faults

Report faults by phone or through the client portal. We will log the fault, keep you informed, and raise it with the network operator where needed. Many faults are detected by our monitoring before they are reported.

Ending a service

You can end a service by giving notice in line with your agreement. We will confirm the end date and any charges in writing. Where we need to suspend or end a service, for example for non-payment, we will give notice first except where the law or network security requires otherwise.

Complaints

If you are unhappy, tell us by phone, email or letter. We will acknowledge your complaint within one working day, investigate, and aim to resolve it within ten working days. If that is not possible we will tell you why and when to expect an answer.

If we cannot resolve your complaint within eight weeks, or we agree that we cannot resolve it, we will send you a letter saying so. You can then refer the complaint free of charge to our alternative dispute resolution scheme:

Insert the name, website and phone number of Octotech’s current Ofcom-approved ADR scheme.

Your information

We handle personal information in line with our privacy notice.

Getting a copy

This code is free. Ask and we will send a copy by email or post.