Code of Practice

If you would like a copy of this Code of Practice, the NTS / PRS Code of Practice or our Complaints Code of Practice, please contact Customer Services.

THUS Ltd provides communications solutions to consumer and business customers throughout the UK under the THUS and Demon brands.

Purpose of the Code

This Code of Practice is intended for our consumer and small to medium business customers. It explains what products we offer you, how to purchase those products, the standard of service you can expect from us, and how you can complain if you feel that we have not met that standard of service.

This Code of Practice 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 Website.

Copies may be obtained from us in larger print or Braille if required by calling one of our enquiry numbers below. The Code of Practice will be reviewed on an annual basis or following any significant event which materially affects its content.

THUS Products and Services

THUS provides a portfolio of services which covers voice, internet, networking and security products. Some of our services for consumer and small to medium business customers are sold under the Demon brand. For full details of our products and services visit our websites, www.thus.net and www.demon.net or contact your account manager.

THUS products and services include:

Dedicated Internet Access

A dedicated, uncontested secure internet access product. Available in a range of speeds from 2Mbps up to 1Gbps with the ability to flex bandwidth requirements if business needs change.

Internet VPN

A low cost networking solution built using a range of internet access connections to connect multi site businesses. Ideal for supporting applications in the cloud, this solution also includes pro-active monitoring and support.

Calls and Lines

A flexible telephone service which can be coupled with a line rental service to provide a cost effective business telephony solution. Install is quick and easy and it comes with online management and analysis functionality.

Direct Voice

A voice solution for the larger business using a digital ISDN30 link direct into your organisation. It offers a high level of quality and resilience, can work with existing phone numbers and the pricing tariffs are competitive and flexible.

Hosted IP Voice

A telephony system hosted in the cloud, ideal for multi site organisations as it removes the need for individually located systems. This solution offers everything a PBS solution provides plus online system management.

Call Control

We offer a choice of distinctive, non-geographic phone numbers (including NTS and PRS) allowing a business to choose how customers call inbound, who pays for the call, and when, where and how calls to business are answered.

SIP Trunks

Using an IP gateway that sits between an existing voice infrastructure and IP network, this solution provides an opportunity for cost savings along with hosted services and online system management.

Secure Identity Access

A secure, affordable service using a keyring sized token and passcode that ensures remote access to data, applications and networks is only provided to authorised business users.

MPLS VPN

A private wide area network service which converges voices, data and multimedia traffic onto a single secure network to reduce costs and simplify networking. This service allows traffic prioritisation and has 24 / 7 support.

Ethernet VPN

A virtual private network for multi site businesses, with flexibility to quickly increase bandwidth and accommodate new sites and applications. It also enables direct access to devices on other sites without passing through a central point.

Ethernet Wireline

A wide area networking solution available as a point to point or hub and spoke solution, connecting multiple sites, people and systems simply and effectively. The solution also allows you to increase bandwidth at short notice.

National Private Lines

An alternative to Ethernet, this solution runs over the SDH optical network. This allows fast and robust transmission of data with high levels of availability and rapid fix times.

Complete Contact Centre (Storm)

A solution which integrates our call centre services with powerful analytics and reporting tools providing a best in class hosted contact centre service. We offer on demand pricing and a flexible, easy to use solution.

Demon products and services include:

Broadband

High speed up to 20Mb internet access services with generous usage allowances, and dedicated technical support. Variants include Home, HomeOffice, Business, Premier (ADSL2+ Assured Rates and SDSL) and Gamer.

Domain Services

A range of generic top level domains (TLDs) and country specific domains can be registered for business use for a range of time periods. All domains come with mail and web forwarding.

Virtual Server

A virtual hosting service that offers the benefits of dedicated hosting at the price of shared hosting. Packages include a dedicated Apache webserver with nameserver access and configuration, plus web-based control centre.

Firewalls

We offer a range of best in class security devices to protect small to medium businesses, even those will multiple sites and remote workers, from network threats such as spyware and malware.

MailDefender

A managed, internet-based service that identifies and quarantines spam and messages infected with viruses, protecting against online threats. Every email scanned as standard and checks for updates every five minutes.

Customer Enquiries and Ordering

To order or to amend your services or for enquiries about our products (e.g. pricing, contract terms etc) please call or visit our websites:

THUS Products
0800 027 0011
www.thus.net

Demon Products
0800 027 3737
www.demon.net

You can order certain standard products online or over the telephone from one of our sales advisors. For other products or complex solutions a visit from a THUS account manager and technical sales engineering support may be necessary.

Contract Terms

In most cases we won’t provide you with any product or service until you have signed our standard contract. A typical contract will consist of an order form, standard product terms and conditions, and (if applicable) standards of service and any bespoke solution terms and conditions.

Terms and conditions will include any minimum contractual period and our policy for refunds and compensation which will be specific for the product being ordered.

Terms and Conditions for Demon products, including any minimum contractual periods, are available on the Demon Website.

Number Portability

Number portability is a process which allows customers to keep their existing phone number when moving between different telephone operators. THUS offers this service on geographic (eg 01356) and non-geographic (eg 0845) numbers. Please contact your Account Manager or our Customer Services Department for further details.

Fault Handling

THUS has a proactive approach to fault detection, identification and clearance and we typically identify most network faults before we receive any customer reports. This enables THUS to locate and clear the problem more effectively, reducing the impact of any fault on our customers.

If you do encounter a loss of service or fault on equipment managed by THUS, you can contact THUS using the following numbers:

THUS Faults
0800 027 0000

Demon Faults
0845 272 2666

These lines are open 24 hours a day.

A number of products have dedicated contact numbers that are issued to you at the point of service activation that allow you to reach appropriate expertise quickly and efficiently.

Number Translation Services (NTS)

NTS calls are calls to numbers defined as Special Services by Ofcom for example numbers starting with 0845 and 0870, and includes calls to 0500 Freecall numbers. We give details of prices for calls to these numbers in our Price List and whether they are included in any discount packages.

Premium Rate Services (PRS)

Premium Rate Services are known as Special Services at a Premium Rate by Ofcom and start with the numbers 090, 091, 098 and 0871, 0872 and 0873. Directory Enquiry services which have numbers starting 118 are also classed as PRS calls.

Calls to these numbers are charged at a higher rate than normal calls as some of the call cost is sent to the provider of the service which might for example be recorded information (e.g. weather or traffic reports, competitions, voting, chat lines).

The network operator will also take a share of the price to cover the cost of carrying the call and looking up the number in a database to know where to send it which may be to another network operator. You should note that some information and entertainment services, mainly services with an adult content, are provided by international companies using international phone numbers. These are not covered by PhonepayPlus and are not considered to be “Premium Rate” calls.

We can block calls to international numbers, Premium Rate numbers or to Directory Enquiry numbers or any combination if you ask us to. You can find information about calling these services by calling our Customer Services – see details of how to contact us below.

Billing

You will be notified of any price variations in accordance with your contract for the products you have purchased. THUS can provide itemised billing, upon request, with a sufficient level of detail to allow you to verify and monitor your use of the Service.

Invoices will indicate a due date when payment must be made. This is 30 days from date of invoice unless otherwise indicated in your contract. Your payment options are specified in our offer of service. These will normally include cheque, credit/ debit card, direct debit or BACS. Please contact your Account Manager or our Customer Relations Department if you wish to discuss the payment option best suited to your needs.

If you do not pay your invoice on time, we will send a reminder. If we do not receive payment by the date on your reminder, further action will be taken by our debt team and we may withdraw your service. Should you have any difficulties in making payments, please contact our Customer Services Department or your Account Manager.

Customer Satisfaction

THUS conducts monthly Customer Satisfaction Surveys. This allows us to assess our performance under both routine and out-of-the-ordinary circumstances.

The results are used internally to assist in performance improvement initiatives including our Customer Promise.

Customer Complaints

THUS strives continually to improve the way we serve our customers. We can handle your service issues in various ways, ranging from quick complaint handling to acting on customer feedback from direct contact and satisfaction surveys. Our complaints procedure is set out in out Customer Complaints Code of Practice.

Website Content

If you wish to complain about content hosted by one of our customers please report it to legalnotice@demon.net

Unresolved Complaints

If, at any time, you are dissatisfied with the progress of a complaint, you may request that the matter is escalated. In this instance your complaint will be passed to the next senior member of staff who will take ownership of the complaint and will respond accordingly. This escalation path can be followed until you reach the CEO of THUS Ltd where a final decision will be issued by THUS Ltd.

Further Escalation

If you have not received a satisfactory response to your complaint, after 8 weeks, you may refer your complaint to the Telecommunications Ombudsman, where they may choose to investigate on your behalf. Alternatively you may refer your complaint to the Telecommunications Ombudsman once you have received a final decision from THUS Ltd. Details of the Telecommunications Ombudsman can be found below.

Compensation

Liabilities for compensation or service credits are outlined in the Terms & Conditions, or Standards of Service, for each product. Customers are requested to refer to these for further information on this matter. Copies may be obtained by calling one of our enquiries numbers.

Data Protection

We are committed to protecting any personal information we may hold about you. THUS will never use your personal data in such a way as to breach the Data Protection Act or any other relevant UK legislation. We are also committed to protecting the privacy of visitors to all web sites. Our policy can be viewed on the THUS Website.

This policy applies to all web sites operated by THUS (but not to customer web sites hosted by THUS) except when they explicitly state otherwise. This policy may change from time to time, without notice.

Acceptable Use Policies

In common with other service providers, we have acceptable use policies (AUPs) which specify the standard of behaviour we expect from you when using our services. If you breach these AUPs we will bring this to your attention. Serious or persistent breaches of our AUP may result in withdrawal of your service. Copies of Demon AUPs may be found on the Demon Website.

Fraud

THUS recognises the impact that fraud may have on its own business and on that of its customers. We have invested in an advanced neural database system to monitor our network with a team dedicated to identifying and combating fraudulent activity.

We are willing to discuss and provide as much information as required in the area of detection of fraud, crime or other illegal acts, which may affect your business with THUS.

THUS operates a zero tolerance policy in relation to criminal and/or inappropriate activity. We will prosecute to the full extent of the law any crimes perpetrated against THUS or any of its business partners. If you wish to discuss matters of security or fraud please contact: fraud.management@thus.net

Quality Policy

THUS’ objective is to be the pre-eminent alternative telecommunications provider for business customers in the UK. We aim for excellence in all we do, and set our standards of performance to consistently exceed our customers’ expectations.

Our culture is performance driven but focused on quality service. We are committed to our ISO 9001 approval as a fundamental element of our management procedures.

Problems you may Encounter

Malicious Calls – our Customer Services department are able to offer guidance and advice on how to cope with malicious calls by following some simple procedures, which may prevent further calls of this nature.

Complaints about Premium Rate Services – if you have a complaint about a call to a Premium Rate service then you can contact us and we will:

• Provide information about the role and remit of PhonepayPlus in dealing with complaints and how to go about making a formal complaint to PhonepayPlus via the website, helpline or by in writing;
• Provide information about the tariffs that apply for calls to any PRS, NTS or Directory Enquiry number ranges;
• Provide basic information about how PRS services work including whether the call(s) in question were routed to service providers (SPs) hosted on our own network or on the network of another Communications Provider (CP), together with a basic explanation of how revenue sharing with SPs operates;
• Provide information about how consumers can bar access from their telephone to all or specific PRS, Directory Enquiry or international number ranges for reasons of cost or content;
• Provide information about the purpose of the Telephone Preference Service (“TPS”) and Fax Preference Service (“FPS”) and how to go about registering with such services;
• Information about how internet diallers operate and how customers can identify and take action, such as improving their computer’s security, to avoid further instances of these or similar scams;
• Provide information on the role of the Telecoms Ombudsman schemes in resolving disputes concerning PRS calls;
• Provide information on other options available to consumers for seeking refunds in cases of abuse or scams involving PRS calls;
• Provide contact details of individual SPs if we know them or the Terminating CPs which host them; and where available –typically via PhonepayPlus’ website at www.PhonepayPlus.org.uk;
• Provide SPs customer service contact details where customers can obtain further information about services provided on the PRS numbers found on their bills if we know them.

Customer Cancellation

The ability to cancel your Agreement depends on the Service which you have purchased and the Terms and Conditions applicable to that Service. If you are unsure as to your cancellation rights please contact either your Account Manager or our Customer Service Department for further details.

External Organisations

Ombudsman Services: Communications (Formerly OTELO) is an independent company providing free of charge complaint investigations. It is approved by the communications regulator, OFCOM.

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Tel: 0330 440 1614
Fax: 0330 440 1615
Web: www.ombudsman-services.org/communications.html
Email: enquiries@os-communications.org

OFCOM: the Office of Communications, is the new regulator for the converged communications industry. If your complaint has not been resolved by us or by Otelo, or you require further information on the role of Ofcom, please contact:

Office of Communications
Riverside House
2A Southwark Bridge Road
London
SE1 9HA
Tel: 020 7981 3040 or 0300 123 3000
Fax: 020 7981 3333
Web: www.ofcom.org.uk

PhonepayPlus
If you have a complaint about premium rate services you should contact PhonepayPlus, the organisation that regulates products or services – such as competitions, TV voting, helplines, adult entertainment, downloads, new alerts or interactive games – that are charged to users’ phone bills or pre-pay accounts.

It regulates the content and promotion of services through a Code of Practice. PhonepayPlus investigates complaints and has the power to fine companies and bar access to services. PhonepayPlus investigates complaints about any promotion or service involving the use of a telephone connection (including Internet or interactive TV) to make a premium rate call. Examples are:

• Services which start with the numbers 090 or 0871
• Directory Enquiry (DQ) services operating on 118 xxx
• SMS text messages charged ata premium
• Information services (such as traffic and weather report services) on mobile telephone short codes

PhonepayPlus may also be able to assist in complaints concerning international services commencing 00 xxx and which involve adult entertainment.

PhonepayPlus
Clove Building
4 Maguire Street
London,
SE1 2NQ
Freefone: 0800 500 212
Fax: 020 7940 7456
Web: www.phonepayplus.org.uk

THUS continually reviews content to ensure that the information contained within this document is correct at time of publishing, but does not accept liability for any error or omission. Due to the continual development of THUS products and services, published information may not be current. We therefore advise that you check the latest position either online at www.thus.net or via our Customer Services Department.

• 0800 027 0011
  Call our sales team

  Want us to call you back?
  No problem! Click here

• Chat online with a
  THUS expert now

• Have your say

  The THUS blog.
  Join in the debate.

•