Code of Practice

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 will be provided to advanced facilities which can be controlled from your own phone.

For example:

Most of these services are supplied free of charge - either automatically, as part of your normal telephone service, or upon application. 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:

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:-

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:

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:-

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 upon request.

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, sending a refund by way of stamps 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@manxtelecom.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:-

  1. ask any member of our staff to record the complaint and forward it to the Customer Services team
  2. 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 is 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, will 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 12 September 2009

Top of Page