Code of Practice :

..continued :

Network Optimisation :

The television and Broadband networks are continuously monitored and managed and every effort is made to minimise interruptions to service. Routine maintenance will be carried out once every 6 weeks and in the event that a significant part of the network has to be taken down, customers will be notified in advance.

Television Services: Should there be a network failure Cablewatch will respond immediately and target to have the service restored within 24 hours.

Broadband Services: Should there be a network failure Cablewatch will respond immediately and target to have the service restored within 24 hours.

Billing & Payments :

Cablewatch ensures that customer bills are clear and accurate and that payments received by the company are posted to the customers account in a timely manner. Bills state clearly the current balance and the payment options available.Bills will be posted to customers at least 10 days before the payment Due Date.All billing complaints will be responded to within 5 working days. There will be no disconnection, while a genuine dispute is being resolved provided the customer has paid the undisputed portion of the account.The company has a policy of notifying customers prior to disconnection for non-payment.
All tariffs are clear, precise and publicly available.

Complaints Procedure :

We are committed to providing our customers with an excellent telecommunications service. If in the event of a service problem we have put in place procedures to rectify them as quickly as possible.Our aim is to resolve the problem to our customer's complete satisfaction and our Representatives will try to solve the problem as quickly as possible, preferably during the phone call but if further action is required we will agree a course of action with the customer.

Complaints will be logged on our customer database and linked to the account of the specific customer. If a customer is not happy with the way a complaint has been handled, he/she may write, or speak to the Customer Services Manager.The complaint will be investigated and a course of action agreed with the customer with a view to ensuring that the problem is resolved quickly and satisfactorily. Customers will be kept informed about the progress of their complaints.

Where a complaint is concerning a payment that has not been applied to a customer's account, customers may be required to supply details of the date of payment, method (cheque, direct debt etc.) and relevant reference numbers, Bank or Post office details and amount paid. Only when confirmation of these details is received can Cablewatch proceed to process complaints of this nature. Where there is an ongoing investigation regarding a payment Cablewatch will not terminate service because of this payment. Complaints about the conduct of any member of Cablewatch staff must be put in writing and sent to the General Manager at the address outlined above.

Our goal is to acknowledge all complaints within 24 hours of receipt. At the acknowledgement stage, customers will be given the time scale within which Cablewatch expect to address and resolve their complaint. Customers will be notified about the outcome of the investigation of their complaints.

In the unlikely event of an outage due to a failure of Cablewatch's network the customer will claim a credit by writing to the Customer Services Manager. When such an outage is agreed, the customer will be notified in writing of the amount to be credited on their next billing date. If the outage is agreed and the customer is no longer availing of the service then the customer will be remunerated by cheque payment within ten days.

Addresses for Independent Advice or Information :

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