first:telecom - Sales and Marketing Code

1. About first:telecom

first:telecom is a trading name of First:Utility Ltd plc.

First:telecom offers low cost telephone call services to residential and small to medium sized business customers.

2. The Purpose of the Code

The Sales and Marketing Code applies to the sales and marketing of our services to domestic and business customers and covers all aspects of the sales process who purchase telecommunications services from first:telecom directly or via third parties.

This code aims to:

• show that first:telecom adopts responsible best-practice selling techniques when marketing our fixed line-telecommunications services;
• to help our customers and potential customers understand our services and the behaviour to be expected from our representatives;
• to show that we provide our customers with higher standards of protection than consumer law requires; and
• to set out clearly what is good practice in the sales and marketing of our services, as reassurance to our customers.

We aim to avoid mis-selling and misrepresentation and to ensure that you fully understand the services and the terms of the agreement contracts we offer you.

All our sales and marketing staff and agents are briefed on this code and we routinely monitor compliance with it. If you feel that any representative of first:telecom has breached the terms of the code, please report your concerns to us:

3. How to Contact Us

To order any of our services please call the following number or visit our website:

By Phone
Top Up and Talk - 0845 215 1639
Pay Monthly - 0845 215 1640
Business Service - 0845 215 3895

By Fax
0845 215 3857

By Email
customer.service@firsttelecom.com
business.support@firsttelecom.com

All lines are open Monday to Friday 8am to 8pm, Saturday 9am to 5pm, and Bank Holidays 10am to 4pm.

By Letter
first:telecom, Customer Services, P.O. Box 4360, Warwick CV34 9DB

4. Sales and Marketing

First:telecom contacts new potential customers by sending direct marketing material and selected third parties (provided that those customers have consented or not objected to receiving direct marketing material). We also contact new potential customers through outbound telemarketing and door step sales.

We are committed to delivering outstanding service, which includes our sales and marketing activities by challenging the established players, breaking down the barriers that prevent fair competition - so that we all get the true prices and service we deserve.

It is essential that our customers understand, at the point of registration, the service being offered and agreement they are entering into.

You may come across first:telecom in all sorts of different ways, for example, adverts in the press, mail packs sent through the post, a representative knocking at your door. Regardless of the way in way sales and marketing activities are conducted, we are committed to act responsibly.

We also promise that our advertising and promotional literature will be clear, accurate and fair. So you can rest assured that you will never read misleading information about our prices or service. We do not denigrate other providers of telecoms services.

Hopefully, you will find that any communication you receive from first:telecom to will be welcome and relevant. Some people, however, may have already chosen not to receive certain types of communication from us, and we will respect their wishes. We also pledge to respect your wishes regarding how we communicate with you – simply register with the Telephone Preference Service or any other Preference Service as appropriate, if you do not wish to receive marketing communications from first:telecom or any other company.

Sales and marketing personnel
Our customer service, selected sales and marketing agencies are carefully recruited and undergo thorough training on our products and services. As a result, they are skilled at giving customers and potential customers the information and service they need. They will also make sure you know exactly how to use the product or service you’ve registered for.

Our remuneration systems discourage misleading or exploitative sales practices. All agencies representing us disclose all details of incentive schemes. We monitor our sales regularly, so you can be sure that any inappropriate activity carried out by an individual would be dealt with severely. Our telesales staff work Monday to Friday 8am to 8pm and Saturdays 9am to 5pm.

When it comes to face-to-face contact, all first:telecom representatives will display an identity badge that clearly shows their name and their photograph, as well as the first:telecom logo and expiry date. They will never call at your home before 9am or after 8pm and will leave immediately at your request.

They will also follow our Door-to-Door pledge, which is designed to protect your interests:

We promise that our representatives will be courteous and polite, answer any questions honestly and to the best of their knowledge, not evade the truth and take care not to mislead. They always recognise and respect your right to end the conversation at ant time. Our representatives will be fully trained and competent. They will be smartly dressed and always carry an authorised first:telecom identity badge when visiting your home. They will always act professionally on our behalf and will never take advantage of a person’s inexperience, vulnerability, trust or natural loyalty.

How to register
You may register for the first:telecom service in four separate ways:

• verbally (when you agree over the phone); or
• by registering your details through the first:telecom website; or
• in writing by completing a registration form; or
• through an impartial money saving comparison service

Whichever way you join first:telecom, we will take all reasonable steps to ensure that you are authorised to do so.

When you join first:telecom over the telephone, our representative will provide the following information:

• essential information including the first:telecom postal address, telephone and e-mail contact details and website address;
• a description of our telephone service to enable you to understand the service you have chosen and how it works;
• information about the major elements of the service
• the arrangements for providing the service, including how we deal with the order and, as accurately as possible, when the service is likely to start – if the start date may be significantly delayed, we will let you know;
• your right of cancellation and how to exercise it; and
• read to you the full direct debit guarantee as the means of payment for the first:telecom service.

When you register for our telephone service by visiting the first:telecom website
You will be prompted to read and agree to the terms and conditions before completing the registration of signing up for first:telecom. The final page will confirm your personal details.

When you sign the agreement for the first:telecom telephone service
You will be asked to sign and date the paper agreement form over the words ‘Registration Agreement’. The agreement will clearly state next to the place of signature that the terms and conditions are set out on the reverse of the form.

You will give you the following information in writing:

• first:telecom contact details, including our address, telephone number and e-mail address
• A description of how the call plan you have chosen works
• Details about major elements of the service, including the cost of any charges, payment terms
• Details of what happens next, including an estimated date for when the service will being
• Your cancellation rights and how to exercise them
• The period for which charges remain valid; and
• The minimum contract period and minimum contract charges, if applicable
• A copy of the agreement

After you have agreed to take up the first:telecom telephone service
You will receive a first:telecom welcome pack either when you sign the agreement or, if you agree to it on the phone, at your home address within seven working days.

You will receive at your home address a welcome pack that contains the following information:

• your first:telecom account number
• A description of how the call plan you have chosen works
• the telephone number(s) to be registered
• list of services affected
• date of switchover
• our call prices
• our terms and conditions of service (these will also have been provided at the point of registration for a face-to-face registration
• first:telecom contact details for any enquiries

We want you to be happy that you have chosen first:telecom. So however you join first:telecom, we will contact you to confirm:

• The details of the transfer
• That you understand you have agreed to join with first:telecom
• That you are happy to proceed with the agreement; and

If you did not fully understand the agreement or did not intend to take it out, then you can choose to cancel the agreement without charge. Please let us know you wish to cancel within 7 working days from the date of receiving your Welcome Pack by writing to customer service.

Cancellation
If you wish to cancel your service with first:telecom, you can do this in writing or by e-mail giving 30 days prior notice. Cancellation of the first:telecom Carrier Pre-Selection and/or Line Rental service takes 14 working days from receipt of a written request to cease as we are obliged to work within industry agreed processes. When you cancel your service, we aim to advise you of the time lapse between us receiving your cancellation request and the time at which the service will be withdrawn. During this period, you remain liable for the costs of any services we provide you.

If you have any questions regarding first:telecom's compliance with the Sales and Marketing section of our Code of Practice, please contact:

Head of Customer Service, first:telecom, PO Box 4360, Warwick CV34 9DB