Code of Practice
The purpose of the code
The XINIXWORLD code of practice is a statement of how we conduct our business, providing detailed information of our relationship to you. A full copy of our code of practice can be obtained by contacting us direct.
Terms and conditions
The specific conditions relating to the contract between you (the customer) and us (XINIXWORLD) are set out in the documentation provided when you initially subscribed to our service. These terms and conditions are specific to the service supplied and may vary according to product. If you are unsure about which terms and conditions apply to your contract, contact us today to speak to a customer representative. In addition, contract lengths may vary according to the minimum term you agreed to. Our standard contract lengths are 12, 24, 36, and 60 months.
XINIXWORLD provides the following services and lines:
- Business VoIP
- Analogue telephone lines
- ISDN 2e
- ISDN 30e
- Number Translation Service
- Total Care Maintenance
For more information on the lines and services we provide, contact our customer services team today.
Should you choose to cancel the service provided by XINIXWORLD, you should write or email us the reason for cancellation, as well as the date for termination. Depending on the terms and conditions of your contract, you may incur an early termination charge. Please check the terms and conditions of your product for details or contact us direct.
Prices and tariffs
Due to the varying rates and tariffs available across our product range, plus variations in usage allowances, we are unable to publish a standard set of rates that apply to all customers. Your own particular tariff can be obtained from our customer services department.
Compensation and refunds
With our service to you dependent on the continued operation of major networks such as Openreach, we will claim compensation on your behalf should service be lost for any reason.
It’s our aim to put our customers’ needs first, which is why we’re dedicated to offering quick and efficient service when you need it most. You can contact XINIXWORLD in a number of ways, including:
Post: XINIXWORLD, 4th Floor, Albany House, 324-326 Regent Street, London, W1B 3HH
Telephone: 03303 001122
Email: [email protected]
Customer complaints code
Find out more about our customer complaints code today.
Sales and Marketing Codes of Practice
Introduction and overview
1.1. Key objectives
- To ensure that XINIXWORLD provides customers with standards of protection over and above those provided by the law.
- To ensure best practice and responsible selling in the marketing of fixed line telephone services, and to help users understand the expected behaviour and service.
- To provide a clear framework within which the company should work, and to provide reassurance to users as to what constitutes good practice in the sales and marketing of fixed line telephone services.
1.2. This Code of Practice focuses on the sales and marketing of fixed line telephone services to business and residential customers, dealing primarily with issues arising before, during, and at the point of sale. Particular emphasis is placed on avoiding mis-selling and misrepresentation, with customers understanding fully the services provided.
1.3. Suitable procedures are to be established for sales and marketing staff, dealers, resellers, and call-centre agents, informing them of the Code and its content, as well as monitoring compliance.
1.4. Procedures to be established to ensure customers and advice agencies are made fully aware of the Code and its contents.
1.5. Full company accountability to be clearly visible.
2. Status of code
2.1. This Code is mandatory for all internal personnel as well as external companies engaged in the sale and marketing of XINIXWORLD’s fixed line/mobile telephone services.
2.2. Compliance with the Code does not guarantee compliance with any legal requirements.
2.3. Non-compliance with the Code does not affect the validity of any contract between company and consumer, unless otherwise provided by law.
3. Sales, marketing, advertising and promotion
3.1. Customer approaches can occur in a number of ways (TV, press, etc.), with each to be conducted responsibly.
3.2. Customer wishes should be respected where they have registered with any relevant preference service. For example, the Mailing Preference Service, Telephone Preference Service, Fax Preference Service, and Email Preference Service.
3.3. All advertising and promotions are to comply with the British Codes of Advertising and Sales Promotion. Promotional material is to be clear, unambiguous, accurate and fair, containing no misleading or false information regarding price, value, or service. In addition, it must not denigrate any other company nor pass XINIXWORLD off as any other entity.
4. Recruitment and sales training
4.1. Appropriate procedures must be set up for the selection of staff and outsourcing providers in direct contact with customers for the purpose of sales and marketing.
4.2. Companies will be required to ensure that third-party agencies also setup such selection procedures.
4.3. Operating in accordance with current employment legislation, recruitment of sales staff should have regard to:
4.3.1. Behaviour and appearance – recognising that the sales person may be acting as an ambassador for the company.
4.3.2. Security – references and relevant convictions for criminal offences should to be checked and taken into account, where appropriate.
4.3.3. Evidence of mis-selling or lack of integrity in previous employment.
4.3.4. Applicant must provide proof of NI number, photographic ID, and two references.
4.3.5. Referees must not be related to the applicant.
4.3.6. Business representatives must not be from the same company.
4.3.7. Should a sales person transfer to another company, their records will be retained for a minimum of three years.
4.3.8. Identification badges or staff leaving the company must be returned.
4.4.1. Arrangements for competition in the supply of UK telecommunications.
4.4.2. Different options provided by XINIXWORLD and how they differ from other products.
4.4.3. The process for ordering telephone services.
4.4.4. The relevant principles of consumer protection law.
4.4.5. The prices charged by the employing company and other terms of service, including methods of payment, contract duration, and termination fees.
4.4.6. The nature and cost of any additional services on offer.
4.4.7. The process for cancelling the contract both within the cooling-off period and at any time following commencement of the service.
4.4.8. The existence of this sales and marketing Code of Practice and the benefits provided.
4.5. Responsibility for Code compliance by representatives, and any agency acting on their behalf, will lie with the company. The company will identify the title of the person accountable for ensuring the Code is observed, and the title of the person responsible for handling complaints relevant to the Code.
4.6. Remuneration systems will not be such as to encourage misleading or exploitative sales practices. The company must keep a central register of incentive schemes used by any agencies used for sales and marketing.
5. Customer contact
5.1. Discretion must be observed when visiting consumer homes. No face-to-face contact is to be made outside the hours of 8am and 8pm, and no telephone calls between 8am and 9pm, unless at the customer’s request.
5.2. Representatives involved in face-to-face sales and marketing activities will be issued with identity badges that clearly display the company name and unique identification number for that representative, a photograph, and an expiry date of the validity of the card.
5.3. Representatives to immediately identify themselves, the company represented, and both the purpose of the call and expected call duration. In face-to-face meetings, attention should be drawn to the identity card.
5.4. Reasonable steps are to be taken to keep fully informed of local authority initiatives, password schemes, etc., such as the Local Distraction Burglary Initiative.
5.5. Representatives are to be courteous, use appropriate language, and provide clear and straightforward explanations. All information should be factually correct and accurate, and there should be no misrepresentation of the services offered. Representatives are required to ensure that customers entering contracts fully understand them.
5.6. Representatives are to cease all contact with consumers when it is deemed inconvenient, unwelcome, inappropriate or too long. If requested, discussions are to be ended immediately and, where necessary, premises left.
5.7. Representatives are not to abuse the trust of vulnerable customers, such as those who are elderly, have special needs, or whose first language is not English. XINIXWORLD has a policy that representatives do no pursue sales to customers that may be deemed vulnerable.
5.8. In the instance of sheltered housing, contact should first be made with the warden (or other person of authority) before approaches are made to customers.
5.9. No sales or marketing activity is to be directed at those suspected or known to be under the legal age for entering contracts.
5.10. Marketing campaign records are to be maintained for six months, including the data and approximate time of contact with a customer. Records are to be used to allow identification of the salesperson involved and to assist in dealing with any complaints or queries.
6. Entering into a contract – information, order forms and contracts
6.1. Steps are to be taken to ensure that the person entering into a contract is authorised to do so for the fixed line telephone services/bills at the premises.
6.2. Order forms and contracts are to be designed as to clearly document the contractual nature of the document immediately adjacent to where the customer signature is to be recorded, so that the statement cannot be easily obscured or concealed.
6.3. In face-to-face meetings, the customer is to be given the information set out in this paragraph in writing and in a clear and comprehensible manner:
6.3.1 Essential information including the identity of the company, its address, telephone, fax and email contact details.
6.3.2. A description of the telephone service sufficient to enable the customer to understand the option chosen and how it works.
6.3.3. Information about the major elements of the service, including the cost of any standing charges, payment terms, line rental, key call types, and details of ‘protected or special support’ arrangements.
6.3.4. he arrangements for provision of the service, including the order process and the likely date of provision. The customer should be informed or any significant delays likely in the provision.
6.3.5. The existence of a right to cancel and the process for exercising it.
6.3.6. The period for which charges remain valid.
6.3.7. The minimum period of contract, and minimum contract charges, where applicable.
6.4. Customers are to be made aware of this Code’s existence, preferably being provided with a summary.
6.5. At the customer’s request, full written information about tariffs is to be provided.
6.6. If a customer signs an order form following face-to-face interactions, or enters a written contract, it is essential they be given a copy of the order form or contract, as well as the following details in writing within five working days (unless supplied in writing prior to contract):
6.6.1. Information about any aftersales services or guarantees.
6.6.2. Arrangements for the termination of the contract. This is required to minimise cases where order forms are misrepresented as confirmations of the saleperson’s visit. This is likely to be an offence under the Trade Descriptions Act.
6.7. Orders placed by distance selling are to comply with Distance Selling Regulations.
6.8. For orders placed on the internet, a clear hyperlink to this information is to be prominently displayed with the information to be easily printed and downloaded.
6.9. Customers to be permitted to cancel orders and terminate contracts in writing, by email or fax.
6.10. Companies to send a mandatory letter to the customer by first-class mail within five working days of a contract being agreed, informing the details of the transfer and the following information:
6.10.1. Date of notification.
6.10.2. CLI(s) affected.
6.10.3. List of services affected/unaffected.
6.10.4. Information about IA call-barring, if relevant.
6.10.5. Date of switchover.
6.10.6. The sender’s contact details for any queries.
6.10.7. Direct debit guarantee arrangements.
6.11. Notification will be by letter, though may also be sent electronically where consumers have initiated content by applying online, or have confirmed online that they wish for future correspondence to be sent electronically. In all other cases, the customer must request in writing that information can be sent electronically.
6.12. In the case of residential lines, the individual processing the contract/order should ensure that orders submitted do not mature until the statutory cooling-off period has been met.
7. Consumer protection and other legal requirements
7.1. Procedures are to comply with all applicable legislation.
8. Audit of contracts
8.1. Procedures to be developed to minimise the risk or errors or mis-selling when taking orders/forming contracts during face-to-face or telephone selling. Representatives must check customer understanding and intention to form, and carry out regular audits of systems, procedures and documentation.
8.2. Customers to be contacted no later than five working days after a contract has been agreed in order to confirm they understand that they have entered into an agreement, are happy to proceed with the agreement, and are content with how the sales and marketing activity was conducted.
8.3. Audit contact can be as part of the mandatory customer notification of transfer letter (see 6.10 above) or through a separate process. Audit contact is to be made by a person not involved with the company’s sales and marketing activities.
8.4. If, after investigation, it is found that the contract was not understood or intended or, in the case of residential lines, the order matured before the expiry of the cooling-off period and the customer wishes to cancel, XINIXWORLD will terminate the contract without charge or other penalty. The company will keep under review the procedures by which contracts are agreed and will take appropriate steps to prevent a recurrence of any problems identified.
9. Customer complaints procedure
9.1. XINIXWORLD’s internal procedures for handling customer complaints will extend to its sales and marketing activities. We ensure representatives are made aware of this procedure and should inform customers of the existence of the complaints procedure, if required.
9.2. The Complaints Handling and Dispute Resolution Procedure will determine how customers may complain about the company’s sales and marketing activities, and what further steps are available if they believe their complaint has not been dealt with satisfactorily.
9.3. Customers with a sales and marketing complaint will, in the first instance, be advised that their complaint will be subject to internal investigation. Should satisfactory resolution be incapable of being reached, we will advise the customer that they may proceed to independent arbitration in the form of the Telecoms Ombudsman.
9.4. XINIXWOLRD will liaise regularly with Ofcom and other consumer groups to monitor the number and nature of complaints under its Code.
10. Distributing the Code: creating awareness
10.1 The Code is to be made available to customers on request, free of charge and in a reasonable range of formats.
Legislation of particular relevance to sales and marketing of telephony products
We draw particular attention to the following regulations, in addition to all other appropriate consumer protection law and advertising Codes of Practice:
1. The Unfair Terms in Consumer Contracts Regulations 1999 SI 1999 No 2083
- Introduces controls over unfair standard terms in contracts with consumers
- Requires written contracts with consumers to be in plain, intelligible language
2.The Consumer Protection (Cancellation of Contracts Concluded away from Business Premises) Regulations 1987 SI 1987 No 2117
- Requires that written notice of cancellation rights (minimum of seven days) in prescribed form is given to consumers entering into contracts at their homes or in other places.
3. The Consumer Protection (Distance Selling) Regulations 2000 SI 2000 No 2334
- Requires extensive information to consumers before and after consumers enter into contracts using channels of marketing such as direct response press or TV adverts, telemarketing, mail order, etc.
- Requires cancellation rights (minimum of seven working days) to be given to residential consumers, starting from the date of delivery of prescribed information.
- Provides that making demands for payment for services not ordered by consumer is a criminal offence.
Telecommunications (Open Network Provision) (Voice Telephony) Regulations 1998 SI 1998 No. 1580 extensive requirements for system-less resellers and operators of systems licensed by DTI to:
- Offer written contracts to consumers complying with the regulations;
- To publish their terms and conditions and tariffs by placing copies in every major office for public inspection during prescribed hours.
5. Misleading Advertising Regulations
6. Consumer Protection Act 1987 (Part III) Civil responsibilities
- Misrepresentation Act 1967
- Unfairs Contract Terms 1977
- Sales of Goods Act
- Supply of Goods and Services Act 1982
- Consumer Protection 1987
- Sale and Supply of Goods Act 1994
- Control of Misleading Advertising Regulations 1988
- Consumer Protection (Cancellation of Contracts concluded away from Business Premises) Regulations 1987 (amended in 1998)
- Unfair Terms in Consumer Contracts Regulation
7. Consumer protection legislation
- Criminal liabilities
- Trade Descriptions Acts 1968
- Administration of Justice Act 1970
- Fair Trading Act 1973
- Price Act 1974
- Consumer Protection Act 1987 (Parts II, III, IV and V)
- Consumer Protection (Cancellation of Contracts concluded away from Business Premises) Regulations 1987 (amended in 1998)
- Consumer Protection (Distance Selling) Regulations 2000