Code of Practice


Including our Basic Code of Practice and our Code of Practice for Premium Rate Services and NTS calls

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 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 Monday-Saturday
By email:, any time
By fax: 0800 980 5091
By letter: M-Line Telecoms Ltd, 12 Trinity Crescent, London SW17 7AE

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
· Internet
· 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 and are deemed to be re-affirmed by the customer with every payment of successive monthly invoices.

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 invoices.

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 invoice.

Price lists
Our pricing structure is available from our Customer Service Team on 0800 980 5090 and via our website 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 always possible.

Number porting
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.

Directory Entries
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

Nuisance calls
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.

Data protection
We comply fully with our obligations under the Data Protection Act 1998.

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 entertainment.
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 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.
Internet diallers
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 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 or by telephoning 0845 070 0707.

Useful addresses

Otelo – PO Box 730, Warrington, Cheshire, WA4 6WU. Tel: 01925 430870 or 0845 050 1614
email: Website:

Ofcom - Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 or 0300 123 3333 email: Website:

PhonepayPlus (formerly Icstis)- Clove Building, 4 Maguire Street, London, SE1 2NQ. Tel: 0800 500 212 or 020 7940 7474 Website: email

Telephone Preference Service - DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website:

Federation of Communication Services (FCS) - Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363 email: Website: