Netfuse Code of Practice

This code tells you everything you need to know about our policy on customer care, and details of the services we provide.

Netfuse Telecom Ltd is an independent company that provides telecommunications services and related software to business customers. For some of the services we provide we rely on our partners, but we take responsibility for ensuring that any issues that arise are resolved in a timely manner.

How to get in touch

Netfuse customers can contact our support team by phone, email, post or via the website.

Support: from 9:30am until 5.30pm Monday-Friday on 020 3322 5050.

Email: support@netfuse.org

Address: Netfuse Telecom Ltd, 1 Sydney Street, BN1 4EN

Or via our website www.netfuse.net

A commitment to our customers

We are committed to giving our customers the best service possible. We make every effort to supply services that work for our customers, whether they are our own services or those offered by our partners and suppliers. We’re also committed to working to all relevant laws and regulations wherever we do business.

Netfuse Terms and Conditions

When you subscribe to a Netfuse service you will have an opportunity to read our standard terms and conditions. Depending on the complexity of the requirement, we aim to provide services within 5 working days of receiving an order, subject to the requisite connectivity being in place. If you have any questions, please phone Support on 020 3322 5050. We sometimes need to carry out a credit check in advance of providing services on a postpay basis.

Netfuse Services

Call termination

UK and international inbound telephone numbers

Colocation Facilities

SMS messaging

Intelligent inbound call routing

Software Application Programming Interfaces

For more details please contact sales@netfuse.org or call our sales line on 05601 056 056 or 020 3322 5100.

Service Faults

You can report a fault by emailing support@netfuse.org or calling us on 020 3322 5050. Please try to collect as much information as possible (time codes, clids, DDIs) before reporting a fault so we can resolve any issues as quickly as possible.

Should there be a significant failure of a service provided by us which is our fault, we will refund the subscription fees for the period that the service was unavailable. Compensation paid will be at our discretion and will be considered on a case by case basis.

Marketing Responsibly

We adhere to the UK Code of Non-broadcast Advertising, Sales Promotion and Direct Marketing (CAP Code) which you can find at www.cap.org.uk.

Cancellation

You can cancel a service within 7 days of making an order as long as it hasn’t already been provided.  Our minimum terms vary from 1 month to 36 months. Should you wish to terminate your contract within the minimum term we will charge a fee as set out in your contract. Details of contract renewal are also specified in your contract.

Prices

Our pricing structure is available from our Support team and via your account portal at app.netfuse.net .

Billing

We will bill you either monthly in arrears or on a prepay basis. We prefer all our postpay customers to be on Direct Debit. We accept card payment for prepay credit via paypal.  Should you wish to pay by any other means please contact our Support team.

If you have difficulty paying your bill, please contact our Support team and we’ll try and help you avoid being disconnected.

Number Porting

We don’t believe in tying our customers in to our services, so we will happily port your number to another provider as long as this is possible (some international numbers can’t be ported). We also have porting agreements in place with a significant number of UK and international providers, and we’ll work with you to ensure your port is as convenient as possible. To check if we can port your number to us, contact sales@netfuse.org.

Nuisance Calls

We work closely with the police and others in the communications industry to minimise the impact of nuisance calls. If you have been a victim, please call our Support team on 020 3322 5050 to report the incident and for information on how to deal with it.

Services for people with special needs

We are committed to helping all our customers to communicate. We offer the following additional services for customers who are older or who may have a disability, including:

Copies of this Code are available in larger print and other formats on request

We offer priority access for Support enquiries

Priority fault repair and assistance

Data Protection

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

Making a complaint

We’re passionate about ensuring our customers are happy with our service. If things do go wrong though, we’re committed to taking complaints seriously and resolving them as quickly as possible.

To make a complaint you can call us on 020 3322 5050 and we’ll try and deal with it there and then. We might have to verify your details before talking to you about your account so we can protect your privacy.

You can also write to us at Netfuse Telecom Ltd, 1 Sydney Street, BN14EN.

We’ll try and resolve your complaint as efficiently as possible, and will keep you informed in the process. If you’re not satisfied, you can escalate your complaint to the Managing Director at the address above. If we can’t resolve the problem, we will let you know in writing.

If you remain unhappy and want to pursue your complaint, if we haven’t resolved it in 8 weeks or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from CISAS.

CISAS provides a free, independent service for our customers whose complaint we haven’t been able to resolve.

CISAS cannot deal with complaints about commercial issues like our service prices. Nor can it deal with complaints from business users with more than 10 employees.

CISAS' contact details are:

CISAS

70 Fleet Street

London

EC4Y 1EU

Email: info@cisas.org.uk

Website: www.cisas.org.uk

Telephone: 0207 520 3827

Get in touch

We're experts in network and IP communications. Understanding your business in detail to deliver the best voice and messaging technologies for your organisation is what we do best. Get in touch today.

Call us on 05601 056 056

Get in touch