Code of Practice
Introduction to our company and services
Novosco offer voice and data services to business customers throughout the UK and Ireland. While, in some cases, we may not provide all of the component parts of our services ourselves, we do take responsibility for the services delivered to you. We work closely with our suppliers to ensure that any problems with services are resolved promptly. Novosco is the trading name of CANCOM Managed Services Ltd.
Purpose of this code of practice
This code informs you about our products, services, customer care policies and where to find information about our charges and terms and conditions. This code of Practice is published on our website at www.novosco.com/novosco-sip-standard-tariff.
Novosco values its customers and aims for the highest standards of account management and customer service. We invest in our people and in systems to support our customers’, develop new services and deliver the best experience possible.
How to contact us
Concourse Building 3
Telephone – 028 9045 4433
For customer service enquiries, our lines are open 9.00am to 5.30pm Monday to Friday (excluding public holidays).
All calls are recorded to help us improve our services.
Novosco provides a wide range of communications services falling into two broad categories:
- Landline calls
- CPS – Carrier Pre-selection
- VoIP and IP telephony services
- Intelligent call routing
- Broadband services
- Firewall services
- Hosted services
- Ethernet services
Please note the examples above are only some of the services we provide. For a full list of our services, please visit our website (www.novosco.com) or contact us to discuss your requirements.
Please note our services are only provided to business/charitable organisations that have more than 10 employees or volunteers or combination of both. If you would like clarification on this matter please do not hesitate to contact our Customer Service Team on 028 9045 4433.
For more details on any of our products and services, or to place an order immediately, please contact our Sales Team on 028 9045 4433.
Terms and conditions
When you subscribe to a service from Novosco, we will ask you to sign a contract, if applicable. The terms and conditions for all our standard retail services can be obtained by contacting your account manager.
If you have any questions, please phone our Customer Service Team on 028 9045 4433. We may carry out a credit check as part of our assessment procedures.
Where applicable, the minimum contract term for our services is 12 months. Longer contracts may also be offered.
We aim to provide services within the timescales specified agreed with you, subject to the availability and installation of any equipment and, where appropriate, lines to your premises.
If we or a third party need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.
If you decide to cancel your order or agreement; cancellation periods are specific to the particular service the customer is hoping to cancel.
Details of termination periods can be obtained by ringing our Customer Service Team.
If you wish to terminate your contract within the minimum term of 12 months, please call our Customer service Helpdesk on 028 9045 4433.
We will charge you a fee as set out in your contract.
After the minimum term you can cancel any service by calling our Customer Service Helpdesk on 028 9045 4433, giving us 30 days’ notice or as otherwise agreed.
Faults and repairs
Please call our Fault Service Team on 028 9045 4433 if you experience a fault with any of our services. We aim to have this investigated and repaired within 10 days.
This timeframe will vary dependant on severity of fault and type of service, which may mean we will seek to improve on this timeframe.
Service level agreements can be tailor made to fit to individual customer’s requirements.
Compensation and refund policy
Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within five working days.
Any refunds that are due will be credited to the next month’s invoice.
Our standard tariff is available from our Customer Service Team on 028 9045 4433 and via our website www.novosco.com/novosco-sip-standard-tariff.
We will write to you in advance if we change the standard tariff on your products and services.
We are able to provide itemised bills to those customers that request this in advance. We will send you bills on a monthly basis.
All accounts must be paid by direct debit as agreed at the start of your contract.
If you have difficulty paying your bill, please contact us on 028 9045 4433 and we will try to arrange a payment method to clear any outstanding balance.
We will do all we can to help our business customers to manage their bills and avoid disconnection.
If you are moving office
Please call our Customer Service Team on 028 9045 4433 no later than 30 days before your move date.
We will amend your account and billing requirements as necessary.
We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.
Novosco recognises that keeping your existing telephone numbers may be important to you.
If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us.
We will work with you to ensure that the services are switched over at a convenient and appropriate time.
For more information, please call our Customer Service Team on 028 9045 4433.
You are entitled to a Directory Enquiry listing (including an entry in the Phone Book) for both your fixed and mobile telephone numbers.
If you do want your details included, please contact our Customer Service Team on 028 9045 4433.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us.
However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
If you wish to make a complaint please contact our Customer Service Team on 028 9045 4433 who will act as your first point of contact.
In the event that your issue cannot be resolved by the Customer Service Team you or they can escalate the matter to the Complaints Department.
We take the problem of nuisance calls and malicious communications very seriously.
We tackle it by working closely with the police and others in the communications industry.
If you have been a victim of this activity, please call the Customer Service Team on 028 9045 4433 to report the incident and for information on how to deal with it.
We comply with our obligations under the Data Protection Act 1998.
Modern Slavery & Human Trafficking.
Novosco's Modern Slavery & Human Trafficking policy can be viewed here.
Legal Status of this Code of Practice
This is not legally binding upon either yourself or Novosco and as such cannot be relied upon in a court of law.