M-LINE TELECOMS LTD CODE OF PRACTICE
Including our Basic Code of Practice and our Code of Practice
for Premium Rate Services and NTS calls
Part 1 - M-LINE TELECOMS LTD
Basic Code of Practice)
Introduction to our company and services
M-LINE TELECOMS LTD is an independent company that delivers
communications services to business and residential customers.
While we may not provide all the component parts of our services
ourselves, we do take responsibility for the services delivered to
you. So we will liaise with our suppliers to ensure that any
problems with their services are resolved promptly.
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 mlinetelecoms.com. Additional copies are available on
request and free of charge to any customer.
How to contact us
Please contact our Customer Service Team
By phone: 0800 980 5090 from 8am until 6pm
By email: firstname.lastname@example.org, any time
By fax: 0800 980 5091
By letter: M-Line Telecoms Ltd, 12 Trinity Crescent, London SW17
Our commitment to you
We are committed to giving you the highest quality of customer
service. When we purchase our services from wholesale
providers, we choose those providers carefully to ensure that you
get a high-quality service. We make every reasonable effort
to supply services that satisfy your requirements. We work to
all relevant laws and regulations.
Our products and services
· Landline calls
· CPS – Carrier Pre-Selection
· WLR – Wholesale Line Rental
· ISDN – digital telephone lines
· Broadband access
· VoIP & IP telephony services
· Non-geographic numbers
· Intelligent Call Routing
· Directory enquiries
· Mobile telephone and data services
· Equipment and maintenance
For more details on any of our products and services, or to
place an order immediately, please contact our Customer Service
Team on 0800 980 5090
We work to the principles in the British Code of Advertising, Sales
Promotion and Direct Marketing, which are set out on the website
Terms and conditions
When you subscribe to a service from M-Line Telecoms Ltd, we will
send you our Standard Terms and Conditions and ask you to sign a
contract, if applicable. If you have any questions, please phone
our Customer Service Team on 0800 980 5090. We may carry out a
credit check as part of our assessment procedures.
We prefer to avoid imposing term contracts on our customers,
though in some cases, for instance broadband, this is unavoidable.
Our contracts take the form of a rolling monthly obligation on the
part of both parties. Our Standard Terms and Conditions are
available on mlinetelecoms.com and are deemed to be re-affirmed
by the customer with every payment of successive monthly
We aim to provide services within three working days of your
original request, subject to the availability and installation of
any equipment and, where appropriate, lines to your premises.
If we 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 terminate your involvement with M-Line Telecoms
Ltd at any point, we seek only to recover any charges we have
incurred, as well as any amounts outstanding under normal
Faults and repairs
Please call our Fault Service Team on 0800 980 5090 if you
experience a fault with any of our services. We aim to have
this investigated and repaired within the normal terms of
Openreach's service agreements
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 10 working days.
Any refunds that are due will be credited to the next month's
Our pricing structure is available from our Customer Service Team
on 0800 980 5090 and via our website mlinetelecoms.com.
We will contact you in advance if we change the pricing
structure on your products and services.
We will bill you monthly. Settlement is normally by direct debit,
but cheques and bank transfers are also acceptable. If you wish to
change your method of payment at any time, please call our Customer
Service Team. We provide itemised bills as part of our service to
you. If you have difficulty paying your bill, please contact us on
0800 980. We will do all we can to help our customers to manage
their bills and avoid disconnection.
If you are moving home or office
Please call our Customer Service Team on 0800 980 5090 well in
advance of your move date. There is a lead time for the
installation of new lines and the porting of old numbers. We will
amend your account and billing requirements as appropriate. We will
endeavour to offer you the same telephone number to minimise
disruption but please note that for geographic numbers this is not
M-Line Telecoms Ltd 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 endeavout to arrange that upon request. 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 0800 980 5090.
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 0800 980 5090.
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.
Our Code of Practice on Complaint Handling and Dispute
Resolution explains how customers can complain. The code also
provides information on how we deal with complaints and your right
to take unresolved complaints to Alternative Dispute Resolution.
You can find a copy of our Complaints Code on our website at
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 0800 980 5090 to report the
incident and for information on how to deal with it. We encourage
parents to register the mobile phones of their children, and take
responsibility for all customer care enquiries.
We comply fully with our obligations under the Data Protection Act
Part 2 - M-LINE TELECOMS LTD
Code of Practice for Premium Rate Services and NTS Calls
Purpose of this Code of Practice
This code informs you about our policies on providing information
about Premium Rate Service (PRS) calls and on our charging policy
for calls to NTS and PRS numbers.
Premium rate services
Premium rate services (PRS) are telephone numbers that offer some
form of information or entertainment that is charged to your phone
bill. UK-based PRS numbers are normally prefixed by "09". 0871 is
now also designated as a Premium rate number and subject to PRS
regulation. Typical services include TV votelines, mobile ringtone
downloads, technical helplines, charity fund-raising and adult
Charges for these services are added to your telephone bill.
Calling a PRS number generally costs between 8.51 pence and £1.2766
per minute, per call or per text (excl. vat). Calling these
services from, for example, mobile phones, cable networks or public
payphones will generally cost more than the advertised rate. Our
charges for calling these services are shown in our price list,
which is available on request from our Customer Services Team and
via our website.
If you have a problem with PRS, we can help. We can provide advice
on checking the telephone number of any PRS charges that appear on
your bill and will try to help you identify the premium rate
service provider. We can use call barring to restrict access to
"09" numbers. Please call our Customer Service Team on 0800 980
5090 for advice on this. We can give you a factsheet on PRS.
You can also ask for help from PhonepayPlus (formerly ICSTIS),
which is the industry-funded regulatorybody for Premium Rate
Services. PhonepayPlus operates a code of practice that sets out
standards for the operation of PRS. You can use the PhonepayPlus
website at www.phonepayplus.org.uk to check PRS numbers direct or
to download a complaint form. PhonepayPlus has legal powers to
require a provider of PRS to amend its service or promotional
material (or both) and can also impose penalties on content service
providers. For other ways to contact PhonepayPlus, see the
"Useful addresses" section below.
Number translation services
Number translation services (NTS) are based on numbers that are
normally pre-fixed "08". For example, 0800 and 0808 are used to
provide freephone services (some freephone services are also
provided on 0500 numbers). 0844 and 0845 numbers are used for
dial-up pay-as-you-go Internet access and customer service
helplines. 0870 numbers are used for information services,
technical helplines and telephone banking. They are also used by
organisations to help them provide call-management features such as
intelligent call routing and fax-to-email services.
Charges for calling services on NTS numbers are added to your
telephone bill and standard prices range from free up to 4.2p per
minute or per call (excl. vat). Calling these services from, for
example, mobile phones, cable networks or public payphones will
generally cost more than the advertised rate but communications
providers must publish prices for calls to 0870 numbers where these
are higher than for calls to geographic numbers. Our charges for
calling these services are shown in our price list, which is
available on request from our Customer Services Team and via our
website. We can also give you a factsheet on NTS.
If you are unhappy with the help you have received from us on a
problem with PRS or NTS, please contact us on 0800 980 5090. We
have responsibility for compliance with our code of practice for
PRS and NTS. You may also complain using the complaints procedure
set out in our complaints code including, ultimately, referring
your complaint to Otelo.
If you use the Internet, it is possible for software to be placed
on your computer without you knowing - using the same methods as
for computer viruses. This type of software (known as Internet or
rogue diallers) can then make calls to PRS and NTS numbers without
your knowledge. Software is available to detect this activity and
we can help you to access this - please contact our Customer
Services Team for details. PhonepayPlus has been given
responsibility for policing this type of activity and you can
contact them via www.phonepayplus.org.uk to ask for help or to
report examples of this type of abuse. For other ways to contact
PhonepayPlus, see the "Useful addresses" section below. We can also
help by barring calls to 09 numbers.
The Telephone Preference Service
If you don't want to receive sales and marketing calls you have not
requested, you can add your details to a list run by the Telephone
Preference Service (TPS). If your number is on the list, it is
illegal for a company to call you for marketing purposes. You can
contact the Telephone Preference Service via www.tpsonline.org.uk
or by telephoning 0845 070 0707.
Otelo – PO Box 730, Warrington, Cheshire, WA4 6WU. Tel: 01925
430870 or 0845 050 1614
email: email@example.com Website: www.otelo.org.uk
Ofcom - Riverside House, 2a Southwark Bridge Road, London SE1
9HA. Tel: 020 7981 3040 or 0300 123 3333 email:
firstname.lastname@example.org Website: www.ofcom.org.uk
PhonepayPlus (formerly Icstis)- Clove Building, 4 Maguire
Street, London, SE1 2NQ. Tel: 0800 500 212 or 020 7940 7474
Website: www.phonepayplus.org.uk email
Telephone Preference Service - DMA House, 70 Margaret Street,
London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk
Federation of Communication Services (FCS) - Burnhill Business
Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT.
Tel: 020 8249 6363 email: email@example.com Website: