Consumer Code of  Practice                           

January 2013    

Gibtelecom       

Gibraltar 

V. 0113                                    
        

ConsumerCode of Practice

January 2013    

Gibtelecom Limited  

Registered No. 37905

 Registered Office: 15/21 John Mackintosh Square Gibraltar 

 

 

 
The aims of this Code of Practice Gibtelecom is committed to providing you with the highest quality of service. This Code of Practice is designed to be as clear and as useful as possible. It intends to: 

  • tell you how to contact us;

  • explain the main services Gibtelecom offers;

  • show how we communicate with you;

  • explain how we deal with your privacy;

  • give details on billing and bill payment;

  • describe how you can pay your bills;

  • tell you what to do if you have a complaint;

  • show how we will respond to resolve your complaint; and

  • explain what you can do if you are still not satisfied.

  • Table of contents  

    Section 1    About Gibtelecom

     Section 2   How to contact us 

     Section 3    Main Services 

     Section 4    Communicating with you

     Section 5     Your privacy

     Section 6     What should I do if I have a complaint?

     Section 7     Bill Payment

     Section 8     Arbitration

    Nothing in this code of practice forms part of any contract between you and us. The products and services we describe may not always be available, and from time to time we may change them, our terms and conditions, and the prices we charge. Our standard terms and conditions apply to the products and services. These can be found at www.gibtele.com. All information is correct at the time of publishing this code of practice (January 2013).

    1. About Gibtelecom

     

     

    Gibtelecom is the leading communications provider to Gibraltar’s residents and thriving business community. The Company is both aware of the needs of its customers and equally of the opportunities which arise as a result of Gibraltar’s significant international financial services, maritime and e-gaming industries.

     

    Gibtelecom provides customers with products and services matching those offered by leading telecommunications companies throughout the world. The Company’s experienced and dedicated staff guarantee that customers receive a professional and customised service. Gibtelecom is the first Gibraltar business to receive the “Recognised for Excellence” accreditation from the European Foundation for Quality Management, and is also an ISO 9001:2008 certified Company.

     

    Gibtelecom is structured around three brands: GibWireline, Gibtel and GibConnect.

     

    GibWireline encompasses the fixed line telephony services for the Rock’s inhabitants. With almost 90 fixed lines per 100 population, services compare favourably with other countries and territories.

     

    Gibtel provides both post-paid and pre-paid (Reload) mobile phone and data services, with a per capita penetration of over 100%. The Company’s GSM, 2G and 3G networks offer full coverage of the Rock, and roaming agreements are in place with some 500 operators in over 165[1] countries.

     

    GibConnect offers a variety of internet solutions, from individual lines and wi-fi access to business corporate links. Nearly 70% of households in Gibraltar have an ADSL connection.  Gibtelecom also offers dedicated premium internet protocol (IP) bandwidth to businesses on demand, and can host their computer servers at one of the Company’s data centres.

     

    2. How to contact us

     

    Contacting Gibtelecom

     

    Our main office:

     

    15/21 John Mackintosh Square

    PO Box 929

    Gibraltar

     

    Telephone:         20052200

    Fax:                      20071673

     

     

    For  all General enquiries:

     

    Call:                                                    20052200

    Fax:                                                    20071673

    Website:                                              www.gibtele.com

    Email:                                                  info@gibtele.com

     

    For Customer services:

     

    Call:                                                    20052200

    Fax:                                                    20044444

    Website:                                              www.gibtele.com

    Email:                                                  customerservice@gibtele.com

     

    Fault Reporting:

     

    Internet                                               192

    Fixed                                                   193

    Mobile                                                 194

     

     

    If you wish to contact us from outside Gibraltar, then please call us on +350 20052200 and ask for the required service.

     

    Confidentiality

     

    Any information that you give Gibtelecom in order to provide you with communications services will be treated as confidential and subject to the laws of Gibraltar on the protection of personal data (Data Protection Act). Gibtelecom will safeguard the privacy and confidentiality of all messages (including voice and data) transmitted over its network, subject to the relevant laws of Gibraltar.

     

    3. Main Services

     

    Gibtelecom is authorised by the Government of Gibraltar, through the Gibraltar Regulatory Authority (GRA), to provide fixed, mobile, internet and other electronic communication services in Gibraltar, including domestic and international services. 

     

    Customer Service Centre

     

    Our Customer Service Centre in John Mackintosh Square is open Monday to Friday from 09:00 to 18:00 and Saturdays from 10:00 to 13:00, excluding Bank Holidays.  Information on all our product range, as well as bill payment facilities, is available from our Customer Service Centre.

     

    Should you wish to terminate any of the services we are providing or amend the details of your account in any way (e.g. transfer your account to another address or change your directory visibility status) you will need to visit our Customer Services Centre where we will provide you with the relevant authorisation forms.

     

    Please note that proof of identification may be required whenever amending, including transferring, your account details or when applying for new services. You can also pay your bills by Direct Debit or using the Account On-line service.

     

    Gibtelecom are committed to providing you with the best service. To this end, we have Service Level Agreements that provide information on installation timescale commitments and other guarantees. These documents can be found on our website and are additionally available from our Customer Services Centre.

     

    Provision of Services

     

    You can apply for any of our services by visiting our Customer Service Centre or by fax on 20044444.

     

    For fixed connections, the rental of your line is billed in advance, but calls are billed at the end of the month after they have been made. 

     

    Gibtelecom’s fixed telephony service is provided by an exchange using the latest digital communications software and technology.  It is designed to allow the user to receive and make national and international voice calls.

     

    The telephony service offers the following customer features: Customer Calling Services, Smart Call Services and Voicemail (note that rental and/or usage charges may apply).

     

    Your telephone bill is due for payment on the date shown on the bill.  For further information regarding our Code of Practice on Bill Payment, please see section 7 below.

     

    When Gibtelecom installs your telephone line, a master line jack will be fitted, which is where our network ends[2].  The master line jack can only be installed by Gibtelecom[3].  Extra line jacks can be installed if you need them, for an additional charge, or you may add your own approved extension wiring and sockets.  The maintenance of the line, from our network up to and including the master line jack[4] is covered by your line rental charge.

     

    How long will it take to install?

     

     

    This will depend on the service being provided. For example, to provide a residential fixed telephone line Gibtelecom aims to do this within 10 business days of receiving a completed and verified service request from you. In the majority of cases, the fixed line will be installed well before this time. Our different service level agreements (SLA) contain information on different installation periods. These can be found on our website www.gibtele.com, or by contacting our Customer Service Centre.

     

    Telephone and other equipment in your premises

     

    Gibtelecom have a range of telephones for home and office use at our Customer Service Centre.  Gibtelecom can advise you on your own telephone equipment and wiring, or other apparatus that you can connect to our network.

     

    Internet Services

     

    Gibtelecom provides a number of different residential and business internet-based solutions. These include high-speed VDSL; Wi-Fi throughout areas of Gibraltar; dedicated IP circuits; data centre and server hosting services etc.

     

    To find out more about the internet services provided by Gibtelecom, please visit our website www.gibtele.com or contact us at:

     

    Gibtelecom

    15/21 John Mackintosh Square

    P.O. Box 929

    Gibraltar

     

    Telephone:    20052200

    Email:           info@gibtele.com

     

    Mobile Services

     

    For communications on the move, GSM Roaming is available with over 470 international operators in 155 countries[5].  Customers can choose to have their mobile service on either a post-paid or pre-paid basis. 

     

    Gibtelecom’s mobile data service (GPRS and 3G) is enabled by default and available to all customers providing email, web browsing, Multimedia Message Service (MMS) and other related features.  Customers will need to have their mobile phones configured in order to use data services.  This can be done ‘Over the Air’ (where the necessary settings are transmitted as messages to the relevant mobile) by calling 194 or alternatively, customers can call in at our Customer Service Centre for assistance.

     

    Terms and Conditions

     

     

    The Terms and Conditions for our services detail the conditions under which we offer our services, including minimum periods of contract. They can be found on the reverse of the relevant service’s application form and are also available for viewing and download from our website www.gibtele.com.

     

    Usage Charges

     

    Our usage charges may change from time to time. Full details of all our current charges are published in the Gibraltar Telephone Directory and on our website www.gibtele.com. We will also publish details of any changes to charges in the local press.

     

    Specialised services for business

     

    We offer business customers complete business communications solutions, including systems planning, consultancy, communications equipment and business telephone systems.  We have expertise in communications technology; including a resilient fixed network, broadband digital access, private circuits and world-wide network connections.

     

    Customer Calling Services

     

    Customer calling services are value added services available from Gibtelecom’s Exchange for customers with fixed lines within their homes or businesses.  These offer simple and practical ways of using your telephone for a whole range of purposes.  A number of these services are available to our customers as standard, using an approved telephone with a touch-tone keypad.  The main customer calling services include:

     

    • Call Diversion

    • Call Waiting

    • Three Way Calling

    • Call Barring

    • Reminder Call

    • Smart Return

    • Smart Number Display

    • Smart Release

    • Smart Number Masking

    • Ring Back when free

     

     

    These functions are explained in our Telephone Directory.

     

    Public Payphones

     

    We provide Public Payphones where customers can make the following types of calls:

     

    • Most types of voice telephony calls, including local, national and international calls;

    • Calls to local and international directory enquiries (11811 & 11888);

    • Free emergency calls (112, 190 or 199);

    • Calls to operator assisted services (100).

     

    If you have any problems, or have a complaint about our public payphones, please call 193 (24 hours).

     

     

    Customer support services (available 24 hours)

     

    Calls to the following Customer Services numbers are free of charge:

     

    Internet fault reporting                                                           192

    Fixed line fault reporting                                                      193

    Mobile fault reporting                                                                   194

     

    Calls to the following customer services numbers are chargeable:

     

    Operator Assisted Calls                                                        100

    Internet Help Desk                                                             20052200

     

    Directory Enquiry Services

     

    You can find out the telephone number of a personal or business telephone line, provided that you give a valid name and address for the person or organisation that you wish to contact.  Their number will not be given out if that person does not allow publication (by being ex-directory).

     

    Numbers in and outside Gibraltar can be obtained by calling:

     

    Local Directory Enquiries (charged at published rate)                                    11811 

    International Directory Enquiries (charged at published rate)                              11888

     

    Telephone Directories

     

    Our current telephone directory for Gibraltar is available at our Customer Service Centre.  Customers are given directories free of charge when they apply for service. New telephone directories are published annually and delivered to every household and business in Gibraltar.  An online version of the telephone directory is also available at www.gibyellow.gi. The telephone directory does not contain information on those customers whose details they have expressly asked not to be published.

     

    Customers with Special Needs

     

    We make sure that vulnerable customers can get access to affordable phone services, and we’re committed to helping our customers keep in touch more easily. We’ve a range of products for elderly customer and customers with disabilities who feel they may need help.

     

    Please contact 20052200 or call in at our Customer Service Centre for more information.

     

    Fault Reporting Service

     

    To report a fault on a Gibtelecom fixed line please call 193, 24 hours a day, 365 days per year. (no charge is levied for calls made to this number)

     

    Before reporting a fault please:

     

    • check that all switches (ringer, dial, etc.) on the equipment are in the correct position;

    • ensure that, where you have equipment that needs mains power, that the power is switched on and that any batteries, if required, are good;

    • Try unplugging the telephone and changing it for another working telephone if you have one.  If the fault disappears, then the telephone is faulty and should be returned to the supplier if the warranty is still valid.  Alternatively, try the telephone in another socket that is known to be working.  This will help you to identify whether your equipment is faulty.

     

    What to do if your telephone instrument is faulty

     

    If your phone is faulty, and it was purchased from Gibtelecom and is within the warranty period please return it to our Customer Service Centre for assistance.  Most equipment purchased from Gibtelecom carries a one-year warranty, so please remember to bring your receipt for proof of purchase if it was not charged to your telephone account.

     

    If your equipment was not purchased from us, please contact your supplier.

     

    Repair Service

     

    Our fixed line repair service operates Monday to Friday between 8.30am and 5.30pm.  A limited repair service is provided on Saturdays between 8.30am and 5.30pm for priority faults and those customers with a relevant maintenance contract.

     

    Gibtelecom’s standard terms and conditions covers all repairs to rented and purchased equipment, except damage caused by customers, their contractors, agents, or by fire, flood, lighting, loss or electrical damage.  Customers are advised that their equipment, both purchased and rented, should be insured against loss.

    The cost of any repair to Gibtelecom’s fixed line telephony service up to where Gibtelecom’s network ends (usually up to and including the master line jack) is covered by the telephone line rental charge.  If one of our engineers is called to your premises to repair a telephone line service and the fault is found to be on the customer side of the master line jack a charge may be applied. All our engineers carry Gibtelecom identity cards.

     

    Cancelling services

     

     

    If you want to end a service, please tell us as quickly as possible so that we can arrange to send you a final bill. If you do not tell us that you want to terminate your service, we will continue to invoice you and you will be responsible for any charges incurred.

     

    To cancel your contract with us please call in at our Customer Services Centre at John Mackintosh Square or fax us on 20044444.

     

     

    Customer service guarantees

     

    We offer service guarantees for our different services. Such guarantees are set out in our service level agreements (SLAs) and typically cover instances when we’re late in providing you with the service; when there is an interruption to the service; etc. As an example, any customer who experiences a failure in the fixed line telephony service (which is within the confines and responsibility of Gibtelecom Ltd) in excess of two business days may apply for a service credit as specified in the Service Credit Specifications outlined in the SLA. 

     

    SLAs for our main services are available on request from our Customer Service Centre at 15/21 John Mackintosh Square, or alternatively they can be viewed on-line through our website at www.gibtele.com. More information is also available under the Compensation section below.

     

    4. Communicating with you

     

    If you’re a residential or business customer, we usually let you know about changes to your service through the ‘InfoNews’, an information leaflet that comes with your bill every month. We may also use other forms of communication, depending on the changes.

     

    We’re committed to doing everything reasonably possible to give you information in the best format for you. Our website at www.gibtele.com is an excellent source of information.

     

    5. Your privacy

     

     

    We know that privacy is very important to our customers, and we want you to feel confident about the privacy and security of your personal information. We’re registered under the Data Protection Act in Gibraltar and take all precautions to prevent any unauthorised access to your personal information.

     

    To find out about the personal information we may hold about you, and how we use it, please see our Privacy Policy statement, which is available on request from our customer services team or can be downloaded from our website at www.gibtele.com  When we refer to ‘personal information’, we mean information that identifies you (or could do so).

     

    6. What should I do if I have a complaint?

     

    If you are unhappy with any aspect of Gibtelecom’s service, or the way in which we conduct our business with you, then we want you to tell us.

     

    Gibtelecom is committed to giving our customers the finest possible communications services.  Despite our best efforts, things can go wrong, and when they do we want to know so that we can put them right as soon as possible.

     

    How you can complain

     

    Gibtelecom has a procedure for complaints to ensure that if you have a complaint; it can be investigated and resolved as quickly and as efficiently as possible. You can raise a complaint by calling us on 20052200, sending a fax to 2004444, emailing us at customerservices@gibtele.com or writing in to our main address:

     

     

     

                       Gibtelecom

                       Customer Services Centre

                       15/21 John Mackintosh Square

                       Gibraltar

     

    You can also call in at our Customer Services Centre at the address above.

     

    Your complaint will be directed to the department in question for resolution. To allow us to do this effectively, you should provide as much detail as possible when registering your complaint.

     

    On receipt of your complaint we will log your complaint for easy tracking. For instance, in the case of a billing related complaint, this will be recorded on our automated Customer Care System, which will provide you with a unique reference number assigned to your complaint.

     

    Recording of Written Complaints

     

    As a result of a complaint being received in writing and in order that we can respond efficiently, we will keep records of any complaint-related correspondence.  This will help us to deal with any follow-on discussions with you should this be necessary.  Our records may include our written notes on the content of the telephone conversations as well as keeping copies of any written communications.

     

    These records will be confidential, and are covered by the relevant legislation on safeguarding privacy and confidentiality.

     

     

    What we’ll do and when

     

     

    Please give us an opportunity to resolve the problem. We will aim to resolve it within ten business days. 

     

     

    This timescale is a guideline which we endeavour to meet. However, on rare occasions, the complaint in question may warrant an extended period of investigation. Should this be the case, you will be informed at all times.

     

    What if I am not satisfied with the way my complaint is being handled?

     

    We urge you to give us a chance to get things right. However, if after your complaint has gone through the complaints procedure explained above, you are still unhappy with the way that your complaint was handled, you may write to Gibtelecom’s Corporate Affairs department, 15/21 John Mackintosh Square or email corporateaffairs@gibtele.com[6]

     

    Your complaint will be investigated, and a course of action will be discussed with you to make sure that the problem is resolved quickly and to your satisfaction.  Please give Gibtelecom the opportunity to resolve the problem before taking the matter further.

     

    Compensation

     

    You may be entitled to compensation should things go wrong and Gibtelecom are at fault. Our Service Level Agreements, which can be viewed on our website at www.gibtele.com and are available on request from our Customer Service Centre, detail the events for which you may be eligible for compensation.

     

    Gibtelecom is not liable for any breach which is caused by a matter beyond our reasonable control including Act of God, fire, lightning, explosion, war, disorder, flood, industrial disputes (whether or not involving our employees), extremely severe weather or acts of Government or other third parties.

     

    Should you have cause to claim compensation from Gibtelecom for not meeting recognised timescales you should make a claim using the complaints process, mentioned previously.  The payment of compensation claims will normally be made by a credit to your account.

     

    Service Credits (not connection charges) are calculated based on the contracted monthly rate for affected telephone service.  Gibtelecom will credit the number of days/hours stated in the relevant service guarantee.  If the number of days/hours is not stated then Gibtelecom will credit the number of business day(s)/hours for which we have not met our commitment over and above the number of days specified in the relevant Service Commitment.

    In order for Gibtelecom to consider your compensation claim, you must submit your claim by the 15th day of the month following the month in which the reported incident was resolved.

     

    7. Bill Payment

     

    Gibtelecom provides telephone services, for which customers are billed on a monthly basis. Other services may have different billing periods. In this Code of Practice we describe how we request payment for telephony services and the help that Gibtelecom can give you if you are having problems paying your bill.  We also explain what action is taken if payment is not received. 

     

    Itemisation Reports

     

    Itemised billing for international calls is available on request and is provided free of charge. We also offer local call itemisation on a per-request basis for which you need to visit our Customer Service Centre. Local call itemisation will only be given to the account holder upon presentation of proof of identity (ID Card or Passport or authorisation letter).

     

    The fees for a local call itemisation report depend on the number of printed pages generated. Please ask one of our Customer Service Representatives for the current charges.

     

    Advising you of the payment due

     

    Your telephone bill is due for payment as soon as you receive it each month.  The latest date that payment must be received is shown on the bill. 

     

    If you dispute any item on your bill

     

    If you disagree with any item on your bill, you should let Gibtelecom know and then pay the undisputed amount while your query is investigated.  The number to contact Gibtelecom on is 20052200, or you may write to us at: Gibtelecom, Customer Services, 15/21 John Mackintosh Square, Gibraltar or pay us a visit at the same address.

     

     

    If Payment is not received

     

    If we do not receive payment by the end of the month, you will receive a notice with your next bill warning you that your service will be restricted for non-payment. You will not be able to make outgoing calls, except to emergency services. It is in your interest to regularise your position immediately.  If payment is not effected by the date stipulated in the notice your service will be disconnected without further notice and it will not be reconnected until we have received full payment of the outstanding amount.

     

    Please advise us if you are having difficulties paying your bill (by calling 20052200, writing to the above address or visiting our Customer Service Centre). 

    If you do not pay the outstanding amount after your service has been disconnected, your details may be passed on to a debt-collection agency to collect the money on our behalf. You may also be liable for a reconnection fee for any subsequent re-provision of telephone service.

     

    If you are questioning the bill and we are still investigating, and provided you have paid us the amount of your bill which is not in dispute, your service would not be disconnected.

     

    We also reserve the right to disconnect the service for other reasons, most notably for breaches of contract. For more details please refer to the pertinent Terms and Conditions.

     

    If you have payment difficulties

     

    The earlier Gibtelecom knows that you are having payment difficulties, the more help we can give you.  If you advise us that you are having difficulties paying an outstanding amount Gibtelecom can offer one or more of the following solutions.

     

    • A Repayment Plan.  This will help you pay the outstanding amount over an agreed period of time (limit usually 6 months).  When we agree the repayment plan we will take your past payment history into account.

     

    • If we believe it will help you to avoid a larger debt building up, we may apply service restrictions until you have completed your repayment plan.  In these circumstances, Gibtelecom will not charge for restoring the service.

     

    Your responsibilities to us

     

    As a customer, you also have responsibilities and Gibtelecom expects customers to:

     

    • ensure that we receive payment by the date shown on your bill;

     

    • If there is a reason why you cannot pay your bill, or need more time to pay you should let us know straight away.  The number to call is 20052200, and our address is 15/21 John Mackintosh Square, Gibraltar;

     

    • If you are having difficulty paying your bill, you should be prepared to accept an ‘incoming calls only’ service if we ask you to do so, and pay the outstanding amount over an agreed period;

     

    • If you disagree with any item on your bill, you should let Gibtelecom know and then pay the undisputed amount while your query is being investigated. 

     

     

    Malicious and nuisance calls

     

    Making a malicious or nuisance call is a criminal offence. Should you be a victim of this practice you need to report the incident(s) to the Royal Gibraltar Police on 20072500.

     

    8. Arbitration

     

    Gibtelecom will do everything it can to resolve complaints, disagreements and disputes with customers.  However, where there is a disagreement and the complaint is not resolved, you can refer the matter to The Office of the Ombudsman, 10 Governor’s Lane, Gibraltar.

     

    You, or Gibtelecom, may also at any time refer the dispute to the Gibraltar Regulatory Authority (GRA), Europort Suite 603, Europort Road, telephone number 20074636 for determination by the Authority.

     

    The GRA will act as an impartial body and will implement a fair outcome for all parties if it identifies that we have not adequately resolved the matter.  If the GRA believes that we have acted reasonably, you will be informed of this.



    [1] As of 30 November 2012. For more details on data roaming coverage areas, please check out our website www.gibtele.com

    [2] Except in areas where Gibtelecom’s network ends in an ‘interconnection’ or ‘patch’ panel within the building, close to your residence. For more information please see the relevant Service Level Agreement.

    [3] See footnote 2 above.

    [4] See footnote 2 above.

    [5] See footnote 1 above

    [6] In doing so you acknowledge that your complaint has already gone through the initial complaints procedure explained under the “How you can complain” section.

    EMERGENCY SERVICES Calls to the following EmergencyServices from any telephone, mobile, and public payphone are free: Ambulance and Fire 190Police 112 or 199 In other situations, please contact the relevant services.For listings see the current Gibraltar Telephone Directory.  Note: Some office systems (private exchanges/switchboards)use different codes for external access to emergency services.Please consult your company’s own system.