Mundio Mobile Limited ("Mundio")
Complaints Code of Practice
As a provider of electronic communications and voice services,
we are required by Ofcom to develop and publish a code of practice
setting out the key information concerning the services we provide
to you. This code contains information about:
• Introduction
o Who this COP applies
to
o Who we are
• Our Services
o Additional Services
& Products
• Rights and Obligations
for the Use and Provision of Vectone Mobile mobile services
o Contract Conditions and
Pricing Information
o Porting your Number
o Checking your Vectone
Mobile account details
o Refunds
• Customer Services
o Faults
o Our complaints
procedure
o Marketing Practices
• Further information
• Regulatory bodies
Introduction:
We are Mundio Mobile Ltd and our obligations under
communications regulations include the provision of a Complaints
Code of Practice (COP).
Our COP aims to tell you what services we offer in addition to
Vectone Mobile mobile phone services, how you can contact us if you
have a problem, what we aim to do when you inform us of a problem,
what you should do if you are unsatisfied with your service and
outlines your responsibilities to us.
Who this COP applies to
Pursuant to the general authorisation conditions as set by the
Office of Communications, ("Ofcom"), this COP applies to domestic
and small business customers defined by Ofcom as a customer of
Mundio that is not a provider of communications services nor a
business for which more than 10 individuals work (whether as
employees or volunteers or otherwise).
Who we are:
We are Mundio Mobile Ltd the company behind Vectone Mobile: the
new UK mobile phone network. We are headquartered in London and aim
to provide cutting edge and competitively priced mobile
telecommunications services.
You can contact us by the following means:
By telephone : 02071790134 By email : support@vectonemobile.com
This e-mail address is being protected from spambots. You need
JavaScript enabled to view it Web : www.vectonemobile.co.uk By
mail : 54 Marsh Wall, London, E14 9TP
Our Services
As a mobile provider, Mundio provides the following services to
its private customers:
UK and International voice calls Text Messaging Voicemail Roaming
(subject to our roaming partners as stated on our website)
Our services can be ordered on our website and through approved
retailers. If you do not have a Vectone Mobile retailer near you,
please contact us.
Additional Services & Products
In addition to Vectone Mobile, Mundio also offers business
solutions which also offer quality private mobile communications
solutions, in addition to award winning IP communication solutions.
If you are interested in further information on our other products
please contact us and we will be happy to provide you with further
information.
Rights and Obligations for the Use and
Provision of Vectone Mobile mobile services
Contract Conditions and Pricing Information
By using Vectone Mobile, you agree to our terms and conditions,
a copy of which is included in your starter pack. These terms and
conditions state your rights and obligations. You may also obtain a
copy of the terms and conditions that apply to you by contacting
customer services. The terms and conditions that apply to you may
differ from the current version, available on our website at
www.vectonemobile.co.uk.
The services can be cancelled by calling our customer services
advisors on 0800 047 0752
The service may be cancelled by post pay customers outside their
minimum contractual term on giving Vectone Mobile one month's
notice. Post-pay customers who cancel outside their minimum
contractual term will be required to pay all charges owed to
Vectone Mobile up to and including the date of termination,
including but not limited to subscription and call charges.
The service may be cancelled by post pay customers inside their
minimum contractual term on giving Vectone Mobile one month's
notice. Post-pay customers who cancel prior to their contractual
termination date will be required to pay all charges owed to
Vectone Mobile up to and including the date of termination,
including but not limited to subscription and call charges and all
remaining subscription charges that would have otherwise been due
under the minimum contractual term.
The service may be cancelled by prepay customers on giving one
month's notice. The credit balance remaining at the time of
termination is non-refundable.
For up to date call rates and for information on terminating the
Vectone Mobile services, please also check www.vectonemobile.co.uk.
Porting your Number
If you want to port in to Vectone Mobile or port out to another
operator, check the dedicated section on our website at www.vectonemobile.co.uk or call
us if you need more help.
Checking your Vectone Mobile account details
To check the balance of your UK01 account, call us on
02071790134 or alternatively visit our website at www.vectonemobile.co.uk
Refunds
Where we have incorrectly charged you for services, we will
credit your balance. Prepay customers will have their balance
credited as soon as is practical and post pay customers will have
their balance credited in the invoice for the next billing
cycle.
Customer Service
Faults
Where there are faults with the Vectone Mobile services, please
contact our customer services advisors as soon as possible and we
will make every effort to resolve the disruption as soon as
possible. Please note that all Vectone Mobile services are
dependent on you having a working and compatible handset which is
authorised to connect to the Vectone Mobile network.
Our complaints procedure
At Mundio we are committed to addressing all complaints,
including requests for refunds, as quickly and fairly as possible
utilising our complaints handling procedure.
In the first instance we ask that you contact our customer
services advisors by phone, email or mail as provided above. They
will then forward your complaint to the appropriate department,
technical or financial, and you will receive a reply from our
customer services department.
If you are unhappy with our reply please put your complaint in
writing addressed to the "Customer Services Vice President, Mundio
Mobile Ltd, 54 Marsh Wall, London, E14 9TP" stating that you wish
to escalate your complaint. Upon receiving your letter our Customer
Services VP will forward your complaint and all relevant material
to our legal department who will then communicate with you
directly.
What to include in your written complaint:
o date(s) of incident(s);
o name of the representative you
originally spoke to, if known;
o nature of your complaint;
o your full name & address;
o your telephone number
If we are unable to resolve your complaint satisfactorily, we
will issue a "deadlock" letter so that you may make a complaint
through CISAS, an independent alternative dispute resolution
scheme. We can provide you with details of this service.
Alternatively if more than three months has passed since you first
made your complaint, please contact the ADR scheme directly.
You can contact CISAS by:
Mail: 24 Angel Gate
City Road
London EC1V 2PT
Phone: 020 7520 3827 Fax: 020 7520 3829
You may also visit their website at www.cisas.org.uk
None of the above in any way limits your right to seek independent
legal advice.
Marketing Practices
Where, in the future we choose to supplement this with direct
marketing means we will abide by all relevant laws and regulations
including, amongst others, the Data Protection Act.
Further information
We are obliged to review this Code of Practice and will do so at
least annually. Where we alter this COP we will post it on our
website at www.vectonemobile.co.uk.
Because each version of the COP carries a version number on the top
right hand corner of the document you will always be able to tell
whether a newer version is in existence.
For further information regarding this COP including how you may
obtain a copy of the COP in alternative formats including large
print, other available languages, and audio versions, please
contact us and we will endeavour to assist you.
Regulatory bodies
As we provide services to consumers, some or all of the
following bodies may regulate certain aspects of our
activities:
The Office of Communications (Ofcom)
Ofcom is the regulator for the UK telecommunications industry.
You can visit their web site at www.ofcom.gov.uk, telephone them on
020 7981 3000 or 0300 123 3000 or alternatively write to them at:
Ofcom Contact Centre Riverside House 2a Southwark Bridge Road
London SE1 9HA
The Internet Services Providers' Association
(ISPA)
ISPA is the UK's Trade Association for providers of internet
services. You can visit their web site at www.ispa.org.uk, telephone them on
020 7233 7234 or write to them at: Internet Services Providers'
Association 23 Palace Street London SW1E 5HW
This Code has been approved by Ofcom for
the purposes of section 52 of the Communications Act 2003.