Other Manx Telecom Services
Please see below for more information on:
Advanced Network Services
(including Star Services)
Manx Telecom aims to ensure that you get full potential from the
digital networks - whether fixed or mobile. Access may be provided
to advanced facilities which can be controlled from your own phone.
The availability of these services will be dependent on your
tariff.
For example:
- Ring Back When Free
- Reminder Call
- Call Return
- Voicemail
Most of these services are supplied free of charge with some
tariff plans - either automatically, as part of the telephone
service, or upon application. However, on some tariffs they may not
be available or can be ordered at additional cost. We will continue
to introduce new features from time to time.
For more information on Advanced Network Services and free
connection to Star Services call us on 624624.
To use many of these facilities you must have a single direct
telephone line with a Touch Tone (multi-frequency) telephone – i.e.
one that makes a tone sound as you dial.
Top of Page
Premium Rate Services
Premium rate services have dialling codes starting 09 and are
charged at a higher rate than normal calls. They include recorded
information – for example, weather reports, competitions, voting,
live conversations and things that you can download such as
ringtones. Manx Telecom provides access to its own premium rate
service on codes 0900 624 xxx; 0901 624 xxx; 0906 624 xxx and 0907
624 xxx. The ‘premium’ part of the call is paid to the independent
information or service provider who provides the content. Manx
Telecom will also take a share of the price to cover the cost of
carrying the call.
PhonepayPlus is the industry-funded regulatory body for all
premium rate charged telecommunications services. PhonepayPlus is
non-profit making and consists of ten part-time Board members,
supported by a full time Executive. They regulate the content and
promotion of services through their Code of Practice. PhonepayPlus
investigates complaints and has the power to fine companies and bar
access to services.
PhonepayPlus can be contacted as follows:
- Phone: 0800 500 212
- Website: www.phonepayplus.org.uk
Information and entertainment services, including adult
services, are provided by International administrations – phone
numbers for these may be advertised in the British Isles. The
PhonepayPlus code of practice also applies to these services. We
have no control over International numbers but we can permanently
block premium rate numbers and International calls on your line.
For more information contact us on 624624.
Top of Page
Operator Services
The Manx Telecom Operator Services are provided 24 hours a day,
365 days a year. We aim to answer calls promptly and courteously. A
variety of services and facilities are offered (some of which you
will have to pay for):-
Directory Enquiries - We provide a comprehensive service which
includes both Isle of Man (118695) and UK numbers (118693).
Other services include:-
- Access to Emergency Services (112 & 999)
- International Directory Enquiries (118653). This is operated in
association with BT
- Reports of Public Payphone Problems (100)
- Transfer Charge Calls (100)
- Special Assistance (198) see below
- Operator Connected Calls (100)
Special Assistance is available to customers who need help when
obtaining numbers, for example those who are registered as blind.
Please contact us on 624624 for more details.
Operator Connected Calls - If, due to a problem in the Manx
Telecom network you are unable to dial a local call successfully,
the Operator will be pleased to try to connect you. The charge will
be at the lower Operator rate, subject to the minimum charge period
in force.
These arrangements do not apply to national (UK) or
international calls, where you will be charged full Operator rates
if the call is connected.
Top of Page
Customers with special needs
BT’s TextDirect service is supported by Manx Telecom, enabling
hearing-impaired and speech-impaired people to communicate with
other people directly anywhere in the World. The service can be
used by either textphone or voice phone users who want to talk to a
textphone user.
A range of hearing aid compatible phones is available from the
Manx Telecom shop in Victoria Street, Douglas.
Special needs customers can make use of the Emergency Text
Messaging Service to contact the Emergency Services. A leaflet is
available from the Isle of Man Fire & Rescue Service. For more
information please visit www.iomfire.com or email
iomfire@gov.im.
Top of Page
Services for customers with social needs
We are committed to developing products to make sure that
customers on a limited budget can afford a phone.
We provide a low user rental option that allows you to receive
calls and phone 999 emergency services, while all other outgoing
calls are charged at a higher rate to our standard tariff.
Top of Page
Directory / Ex-Directory
Ex-Directory
Some customers prefer to be ‘ex-directory.’ This facility is
available to Manx Telecom customers.
If you choose to be ex-directory:-
Anyone ringing Directory Enquiries will be
unable to obtain your number as it is not listed on the Operators’
system.
Your entry will not appear in the printed
Phone Book.
Manx Telecom will not give your phone number
to people who ask for it, except where appropriate data protection
authorisation has been received, for example from the Police.
Your number will also be unavailable to
anyone trying to identify the number of the last caller when
dialling 1471 (Call Return).
You do not have to be ex-directory to withhold your number on
1471. You can withhold your number either by dialling 141 before
the number or by arranging to withhold your number permanently by
calling us on 624624.
We also offer the option for your number to be excluded from the
printed Phone Book but included on Directory Enquiries. As this is
not ex-directory status, your number would normally be available to
anyone dialling 1471.
Directory
Manx Telecom currently produces a new Isle of Man Phonebook and
Business Directory each year.
Please bear in mind that the printed directory has a publication
timescale of approximately 4 months prior to the actual
distribution date. We cannot guarantee that any entries received
after the 30th September will appear in the next publication.
Each customer who rents a fixed line or has pay monthly mobile
service from us is entitled to a non chargeable standard line entry
on Directory Enquiries and in the next appropriate Isle of Man
Phone Book white pages. A standard line entry includes name,
initial and address (including house name or number).
Standard line example for White Pages:-
Smith J.J., 3 The Road..........................Douglas 6xxxxx
For information regarding non chargeable business entries in the
white pages and the business directory (yellow pages) please ring
us on 624624. A standard business line entry in the white pages can
include a maximum of 3 words of business description.
Standard business line example for White Pages:-
Quirk A & Son Ltd,
Plant & Mach Hire, 1, The Road, …Douglas 6xxxxx
In the Business Directory a standard line entry does not include
any words of description, at our discretion we will insert a
business description if the classification does not fully cover the
services offered. Standard line entries in the Business directory
are automatically entered on the website www.directory.im and the
118695 enquiry service.
Any deviation in the standard residential or business line entry
is at our discretion and may incur a charge. This includes:
- More than 3 words of business description
- Inclusion of Christian name
- Inclusion of honours/qualifications
- Inclusion of line entries with phone numbers that belong to a
non-Manx Telecom provider.
It is our policy to use standard abbreviations in the Phone Book
in addresses, names (unless chargeable) and business descriptions
eg. Rd, Robt, Elec.
We reserve the right to refuse any unsuitable entry which does
not comply with our standards of publication (for example
nicknames).
Top of Page
Directory Advertising
Businesses may place chargeable adverts in the Directory. This
can range from an additional line entry for the same telephone
number through to display advertising.
All such advertising, including additional line entries, must be
renewed annually by business customers, who should check the
accuracy of the order prior to signing.
We cannot guarantee that your entries or advertisements will
appear on a specified page or in a specific position, but will take
all reasonable steps to comply with any expressed wishes.
For details of how to advertise in the Directory please ring
624624
Distribution
A copy of the Directory is delivered to every household and
business address in the Isle of Man.
Top of Page
Errors
We take great care to ensure your entry is accurate.
Occasionally accidental errors will occur. If a problem occurs you
should contact us on 624624 as soon as possible.
We are unable to reprint the Directory.
We will not consider a line rental rebate for errors or
omissions associated with any standard line entry. Nevertheless we
will try to help you with suggestions, which may include:-
- Supplying printed cards (which can be returned to us for free
mailing) to send to contacts/friends
- Redirection of calls
- Paying for a press notice when chargeable entries are
involved.
- Arranging for the correct entry to be available on Directory
Enquiries.
- A credit to your telephone account up to the maximum value of
£30.00
Top of Page
Payphones
We are licensed to provide a public telephone service. All
public payphones will allow you free calls to emergency services on
112 and 999, and access to the Operator.
Provision of public payphones is covered in guidelines agreed
with the Isle of Man Communications Commission. These guidelines
are available on our website.
In addition to the public payphone service, some cash payphones
are connected to our lines by parties such as clubs, pubs, hotels
and shops. Please report any difficulties (for example, losing
money) to the provider of the payphone.
The call charges for such payphones, which are set by the owner,
should be shown by the phone. Please ring the Communications
Commission on 677022 if you are aware of any such payphones where
charges are not shown.
Public Payphones / Difficulties
We repair damage caused to our public payphones by
vandals/thieves. We aim to have 98% of payphones working at any
time. Please ring 624624 to report any damage to public
payphones.
Even if otherwise out of order, in most cases public payphones
will still offer calls to emergency services.
If you are unable to insert money, please tell the Operator who,
if required, will ask the customer you are calling to pay for the
call.
If you lose money the Operator will help, either by connecting
the call and taking account of the time you have already paid for,
or crediting the amount you have lost to a nominated phone account
if you wish, or by sending a refund.
Top of Page
Malicious Calls
Dealing with malicious calls and texts
Malicious calls and texts cause annoyance, inconvenience and
anxiety. We view this problem very seriously and work closely with
the police to tackle it. If you receive nuisance calls, please
phone us on 624624. For further information please see the
information pages in the front of the phone book.
Unsolicited calls
If you do not wish to receive unsolicited calls from
telemarketing companies you will need to register with
PhonepayPlus. Please refer to the section on Premium Rate Services
for contact details of PhonepayPlus.
Top of Page
Customer Service Compliments and Complaints Procedure
Customer Service - General
When dealing with our staff, whether concerning a general query,
compliment or a complaint, you should always be informed of the
name of the person you are talking to. This should normally be
included in the opening greeting.
We aim to put you through to the right person at the first
attempt. However, as this is not always practical, we try to avoid
transferring your call a second time. Normally your details will be
taken and the appropriate person asked to call you back.
Compliments
So that a complete picture of customer perception is provided we
also record compliments from customers. Action is taken to ensure
that individuals / groups receive appropriate recognition.
If you would like to record a compliment for a member of staff,
please contact our Customer Services team by phoning us on 624624
or email customer@manx-telecom.com or write to Customer Services,
P.O. Box 100, IM99 1HX.
We also sample our quality of service by carrying out surveys of
customer perception.
Complaints
We also want to know when you are dissatisfied with our service
so we can try to put things right quickly. It is our aim that you
should feel comfortable in voicing your concerns. Accordingly if
you have a complaint, for example because you are not satisfied
with the way an earlier query, fault report or order has been
handled, you may either:-
- ask any member of our staff to record the complaint and forward
it to the Customer Services team
- contact our Customer Services team by phoning us on 624624 or
email customer@manx-telecom.com or write to Customer Services, P.O.
Box 100, IM99 1HX.
Timescale
All complaints are registered and acknowledged if appropriate.
We aim to complete the investigation and provide a response within
10 working days. If for some reason this timescale cannot be met we
will keep you informed as to the progress in resolving your
complaint.
Real evidence will be supplied that the main cause of your
concern has been identified and, where practical, has led to action
to prevent a recurrence.
Analysis of Complaints
All complaints received by us will be analysed by our Customer
Service team to identify common causes and issues. Corrective
action will then be taken to prevent a recurrence.
Communications Commission and Isle of Man Office of Fair
Trading
If you are dissatisfied with the way your complaint has been
handled by us you can either:-
Contact the Communications Commission, Salisbury House, Victoria
Street, Douglas, Isle of Man, IM1 2LW on (01624) 677022. One of the
functions of this Statutory Board of Government is to ensure that
all telecommunications operators meet their licence obligations.
Or:
Contact the Isle of Man Office of Fair Trading, Government
Building, Lord Street, Douglas, Isle of Man, IM1 1LE on (01624)
686530, website www.gov.im/oft or email iomfairtrading@gov.im. The
Isle of Man Office of Fair Trading is a Statutory Board of the Isle
of Man Government. One of the functions of the Office is to
protect, inform, advise, support and represent generally the
interests of consumers.
Arbitration
For most claims relating to services covered in this Code, we
offer an alternative to court action in the form of legally binding
arbitration through the Chartered Institute of Arbitrators. You
must decide at the outset whether to use this procedure or legal
proceedings. If you use the Arbitration proceedings you will not be
able to start again with legal proceedings.
Arbitration - This is designed to offer customers a speedy and
low cost way of resolving disputes. If your complaint relates to
one of the services in this code, and the amount you are claiming
does not exceed £5000, you have the right to put the dispute to
arbitration.
On request we will send you details of the arbitration scheme
and the relevant forms to submit your complaint. Any application
should normally be made within 12 months of you receiving the last
reply on the matter from us. A registration fee will be refunded if
the arbitrator finds in your favour.
An application for arbitration does not relieve you from any
obligation you may have to pay us any amounts which are not in
dispute.
You may proceed straight from the initial complaint with us to
an application for arbitration. However it is usually in your own
interest to follow all the procedures in this Code (for example,
referral to the Communications Commission/Isle of Man Office of
Fair Trading) as this may lead to an amicable settlement of your
dispute at an early stage.
Top of Page
Improving the Code of Practice
If there is any way you think this Code can be improved, please
let us know by calling us on 624624.
C6/GS/088 Issue 14 March 2011
Top of Page