CODE OF PRACTICE (OFCOM APPROVED)

1: Introduction

Wensum.net/Norfolk Internet provides a range of communications services to businesses and domestic users, including Internet domain registration, website design & hosting with email, internet access, fixed line and IP-based telecommunications services.

All services with the exception of Internet domain registration, website design, hosting & email are maintained, administered and billed directly to the end-user by partner companies, with second level admin and support being provided by Wensum.net / Norfolk Internet.

Website design, hosting and email services are provided in-house and by partner companies, with billing, first-level maintenance and admin provided directly to the end-user by Wensum.net/Norfolk Internet.

2: Contact details

Postal address:

Wensum.net / Norfolk Internet
The Old Studio
First Floor Rear, 6-8 Norwich Street
Fakenham
Norfolk NR21 9AE

Customer service phone number: 0845 6442931

Customer service e-mail: info@wensum.net

Web sites:
www.wensum.net
www.norfolkinternet.co.uk
www.norfolktelecom.co.uk

3: Terms and conditions, including prices and tariffs


Our services Website Design:
Design work may be carried out in-house or occasionally via third-party programmers, to customer specification agreed in advance.

Domain registration:
Invoiced annually or bi-annually according to domain type. Billed 30 days in advance to allow for cancellation - domains are renewed unless specifically cancelled by customer. Clients are responsible for making sure domains requested conform to the appropriate Registration Authority regulations.

Minimum contract term: 2 years initial registration. Minimum 2 yearly intervals for renewal. Cancellation required in writing, to arrive no later than 30 days prior to renewal date.

Maintenance & Service:
Includes administration of ownership (as registration agent), transfer of technical administration (via DNS/nameservers) and transfer away of overall administration within the valid registration period and subject to account being in credit.

Website hosting & email:
Set 'packages' of hosting facilities are invoiced annually in advance. Extra commodities such as webspace, data transfer (bandwidth) etc are invoiced annually or as a percentage of annual rate, pro-rata in advance.

Minimum contract term: One year. Cancellation required in writing before account's next annual due date. Pro-rata refunds are not issued if accounts are cancelled before next due date.

Maintenance & Service:
Includes the provision of first-level support to end-user. Managed hosting packages also include setup and administration of server facilities throughout the period of hosting, in conjunction with partner company support staff. No formal Service Level Agreements are provided with webdesign, hosting or email services unless agreed in writing in advance via contract.

For further information:
Please email info@wensum.net or telephone 0845 6442931

Access All services can be ordered online via the web.

Domain registration, hosting and website design can be arranged by visiting our offices by previous appointment.
Hosting & email self-administration is carried out by end users (according to package used) via online control, with passworded access provided by Wensum.net/Norfolk Internet. Domain administration and managed hosting are carried out in-house as Registration Agent on behalf of end users.

Other products and services are ordered via online signup (including secure card processing) provided directly by partner companies. Administration of facilities is also carried out online using access controls provided directly by our partner top-level providers.

Pricing information

Webdesign charges agreed in advance of project.

Domain registration:
UK domains £20 per 2 years (min term)
Std Intl domains £20 per year (2 year min term)

Hosting:
As published on www.norfolkinternet.co.uk or as agreed in advance via email/writing.

Other services, including Internet Access and Telecom Products:
As published on the appropriate website. Also detailed by relevant top-level provider during signup and secure online payment.
Contract conditions

Standard conditions:

Hosting:
Available at www.norfolkinternet.co.uk/terms.php

Other services including Internet Access and Telecom Products:
As published on the appropriate website - detailed by relevant top-level provider during signup and secure online payment.

4: Customer service


Compensation or refund policy

Hosting:
Service provided on a 'best endeavours' basis. No Service Level Agreement provided. No compensation or refund offered in the event of service disruption or loss (see www.norfolkinternet.co.uk/terms.php for details)

Other services, including Internet Access and Telecom Products:
As provided by relevant top-level provider and published on the appropriate website.
Complaint handling process

If you should have cause to complain about our service, or the service provided by one of our partner companies, please email info@wensum.net or telephone 01328 856688 in the first instance. After technical and administrative consultation with the relevant top-level service provider, if appropriate, you will be contacted to agree a course of action, which will be formally agreed in writing if required. In the case of a customer being unsatisfied with action, they may be given contact details for the appropriate top-level provider by which to escalate the process direct.

Alternative dispute resolution procedure

If we have not resolved your complaint to your satisfaction afte 8 weeks or if you have received a letter from us saying that your complaint has reached 'deadlock', you may make a complaint through CISAS, an independent alternative dispute resolution scheme. We can provide you with details of this service, which is free of charge to individuals and businesses with 10 or fewer employees. Details are also provided on their website, http://www.arbitrators.org/cisas/index.asp . Contact details for CISAS are also included below.
Breach of service complaints We maintain a separate email address of abuse@wensum.net which can be used for matters regarding unsolicited mail (spam), illegal, malicious or inappropriate use of our services or breaches of our Terms by users. Please keep any evidence of abuse (ie full emails, faxes etc) to assist in a complete and swift investigation, which we will undertake in association with top-level providers where appropriate.

5: How to obtain this Code of Practice

This Code of Practice is published on our Web site at www.wensum.net/cop.html. Additional copies are available on request and free of charge to any domestic and small business customer, in Microsoft Word (.doc) or Adobe Acrobat (.pdf) format.

6: Contact details of related organisations

CISASc/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
LondonWC1A 2LPTelephone 020 7421 7432E-mail kkorubo@arbitrators.org or mekpenyong@arbitrators.orgWeb site: http://www.arbitrators.org

7: Additional information

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom's Web site at http://www.ofcom.org.uk/telecoma/ioi/g_a_regime/gce/ccodes/