Calloo Internet - Code of Practice

Shetland Broadband LLP	Terms and Conditions

Complaints

We try to provide our customers with an excellent service at all times, unfortunately however things can go wrong. In order to resolve any problems we have a complaints procedure, the details of which are given below.

We will try to resolve complaints amicably and quickly, using customer feedback received to improve our service.

Complaints Procedures

1.	Initial Contact Your initial complaint should be made by one of the following methods: Telephone: Call us on 01595 696297 (national call rates) during normal office hours (between the hours of 9am and 5pm Monday to Friday). We will try to resolve the problem immediately, if we are unable to do so we will agree a course of action with you. e-mail: You can e-mail us at admin@shetlandbroadband.net please complete the subject line as "Complaint - <service type>" (eg: "Complaint - web hosting"). We will try to resolve the problem within 24 hours (excluding weekends). If we are unable to do this quickly we will reply to your e-mail to confirm receipt and inform you of how we intend to proceed. Fax: You can fax us on 01595 696577 please head the fax with "Complaint - <service type>" (eg:"Complaint - web hosting" and include details of how you would like us to contact you with our reply. We will try to resolve the problem within 24 hours (excluding weekends). If we are unable to do this quickly we will contact you to confirm receipt of your fax and inform you of how we intend to proceed. Post: You can mail us at the address below and please include details of how you would like us to contact you with our reply. We will try to resolve the problem within 24 hours of receipt of your letter. If we are unable to do this quickly we will contact you to confirm receipt of your letter and inform you of how we intend to proceed. Please allow additional time if you have requested us to reply by post. Shetland Broadband LLP Garthspool Lerwick Shetland ZE1 0NY
2.	Escalation If you are not satisfied with the way in which your complaint has been dealt with, you should ask for it to be escalated. We will arrange for named senior member of staff at SBB to be allocated to deal with your complaint. This may happen immediately if you are on the phone or we will arrange for someone to contact you.
3.	Deadlock If during the process of attempting to resolve your complaint we reach a deadlock situation, we will confirm that there is nothing more we can do to resolve your complaint. You may then, if you wish, refer your complaint to Office of the Telecommunications Ombudsman.
4.	Independent Dispute Resolution If SBB has confirmed that there is nothing further that can be done (deadlock), or if after 3 months, you have not received a satisfactory response from SBB you may then submit your complaint to the Office of the Telecommunications Ombudsman (OTELO) of which SBB is a member. The contact details for OTELO are: Office of the Telecommunications Ombudsman OTELO PO Box 730 Warrington WA4 6WU Telephone: 01925 430 049 Fax: 01925 430 059 Textphone: 18001 01925 430 886 E-mail: enquiries@otelo.org.uk www.otelo.org.uk

Terminology used in these terms and conditions

"SBB" is an abbreviation of "Shetland Broadband LLP" (and also refers to Shetland Internet and Calloo Internet).

"Account" means any package of services SBB provides to you (the customer), irrespective of whether they are paid for or free.

"AUP" refers to the Acceptable Use Policies of SBB.

"Customer" refers to an individual, organisation or business who is named as the recipient of a service or product provided by SBB, irrespective of whether they are paid for or free.

"Free" means that SBB do not currently make any charges to the customer for the service.

"licence" refers to the permission given to a customer by SBB to use a named sub-domain of a domain registered to SBB eg "shetland.co.uk" and "calloo.co.uk".

"licensee" refers to an individual, organisation or business to whom SBB has granted a licence.

"net abuse" means any breach of SBB's Acceptable Use Policies

"free web space" refers to web space given without charge by SBB to a customer for use with another SBB service (such as a dial-up account). The free web space is conditional and only available for the duration of that account.

"poster" means the author of the unacceptable article(s). This may or may not be the same as the customer, however, customers are ultimately responsible for all poster(s) using their accounts.

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Calloo and Shetland Internet are trading names of Shetland Broadband LLP.
info@shetlandbroadband.net	Garthspool, Lerwick, Shetland ZE1 0NY	V.A.T. No: 856 2593 93
© Shetland Broadband LLP 2007	Phone: 01595 696297 Fax: 01595 696577	Company No. SO300354