1. Introduction
Founded in 2001, WaveCrest is a global communications service provider offering wholesale and retail voice services. WaveCrest has a pan-European switched voice network with direct connections to the Americas, Asia and Eastern Europe. Based in London, England, the company has 7 global locations and is the largest private wholesale carrier business in Europe.

2. Purpose
Our Code of Practice explains everything you need to know about the gotalk services available to residential and business customers. It explains how the services are provided, their key support services and the company policies that underpin them. The gotalk services described in this code are subject to availability and maybe modified from time to time.

3. Sales Contact
There are a number of ways you can sign up for your gotalk account:-
a) online at the following url http://www.gotalk.co.uk/sign/sign.htm.
b) by telephone 0800 097 7777
c) by fax 0207 097 4001 or
d) by post 1st Floor, Bishopsgate Court, 4-12 Norton Folgate, London E1 6DB.

4. General Philosophy
Our aim is to give our customers high quality voice services at competitive prices.

5. Range of Services
Telephone Service
Gotalk is a direct end user telephone service. A postpaid (pay by bill) and a prepaid (pay in advance) service are supported. You can make a call to anywhere in the world from any phone. There are no minimum call charges or connection charges. There are no installation charges. There are no minimum terms. You can use it as much as you like or as little as you like. You can stop using the service at any time. All we ask of you, should you decide to leave us, is to give us a call and let us know why.

DQ Service
Our Directory Enquiry services can be accessed from anywhere, work, home or mobile, 24 hours a day. For National Directory Enquiries, call 118 865 and for International Directory Enquiries, call 118 875. The current call charges are 40 pence per call for National DQ and 1.50 pence per minute (minimum 1.50) for International DQ calls.

Prices and Billing
Post-paid account customers use the service in the same way as prepaid users. However, postpaid customers will be sent a monthly bill, which itemises the calls that have been made. Payment is due within 15 days of the invoice date.

The prepay account is opened with an advance payment of at least 20. This payment is converted into calling credit. Calls are rated real-time and the value of the call deducted from your balance while the call is in progress. A record of calls is available via the website or from Customer Services.

The prepay account can be 'topped up' automatically, or may be allowed to run out of credit according to your choice. Prices are available on the gotalk website at http://www.gotalk.co.uk/rates/rates.htm and can be obtained from Customer Services team. We may change theses prices from time to time and will endeavor to give you at least 30 days notice of any changes.

Payment can be made by cheque, debit or credit card.

Late Payments and Disconnection
If you have not paid your bill within 28 days of the date of the invoice, we will write to you to remind you. If no payment is received or you do not contact to let us no reason for not paying we will telephone you after a further 7 days. After a further 10 days if we do not receive payment, we may at our own discretion, withdraw the service.

If you have a dispute with regard to any portion of your invoice, you must write to us within 28 days of the date of the invoice. If we do not receive payment following disconnection of the service we will instruct our solicitors to recover payment. We reserve the right to reconnect the service on a prepaid only at our discretion following disconnection for non-payment.

6. Customer Services
Our dedicated Customer Services team are on hand to deal with your enquiries, faults or complaints from 12 - 9pm. Their contact details are

Tel:- 0800 097 7777 for gotalk
Tel:- 0800 097 7717 for DQ
Fax:- 020 7776 0111
Email:- customerservice@gotalk.co.uk

Customer Services
1st Floor, Bishopsgate Court
4-12 Norton Folgate
London
E1 6DB

Complaints Procedure
We are dedicated to offering an accessible, comprehensive and fair complaints procedure. The Complaints Procedure has are three stages. Firstly, if you are not satisfied with the service, you should contact our Customer Services team, and then secondly escalate it to the Global Services Manager if you are still unsatisfied and finally refer it for independent dispute resolution. We will do our best to sort out any problems you have. Please contact the Customer Services team by telephone in the first instance. The majority of questions or complaints are dealt with at this stage.

Escalation
However, if you are not satisfied with the outcome of your complaint at the first stage, you can speak to the Customer Services Manager or send your complaint to the above postal or e-mail address. We will acknowledge your letter within 48 hours of receipt.

If you are still unhappy with the outcome of the complaint, you can refer your complaint to:

Global Customer Services Manager.
Global Headquarters
WaveCrest
1st Floor, Bishopsgate Court
4-12 Norton Folgate
London
E1 6DB

Alternative Dispute Resolution
If we reach deadlock or unable to agree on a resolution within twelve weeks of receiving your complaint, it can be referred for independent dispute resolution to Ombudsman Services: Communications.

Ombudsman Services: Communications
PO Box 730
Warrington WA4 6VW
Phone: 0845 050 1614
Fax: 0845 050 1615
E-mail: enquiries@os-communications.org
Textphone: 0845 051 1513

7. Privacy policy
Personal information
Your account details and personal information are covered by the Data Protection Act 1998. We will treat all information about you in confidence. We can also give you access to your personal information, as well as information on how we process it. All you have to do is fill in a 'subject access form' and pay a fee to cover administration costs. Once we have collected your personal information together, we'll send it to you as soon as possible (within 40 days from receiving your request).

Keeping information secure
To make sure we keep our customers' personal details secure, we have an identification procedure in place for all incoming and outgoing calls, which is part of the training for all our Communications Specialists. As an account holder, you will need to confirm your password or three items of identification for us at the start of all phone calls we make or receive. We advise you to keep your password secure and confidential at all times. However, if you give your password to someone else, you agree that they can access your account if they correctly quote your password to us. Tell us immediately if you think that an unauthorised person has gained access to your password. No one may get access to or reveal your personal information without your authorisation. We may record or listen to calls to train our staff and to make sure they are following this code of practice.

Calling Line Identification (CLI) - Keeping your phone number private
You will already have chosen how your phone number will be displayed when you make outgoing calls with the company that provides your phone line. If you have chosen us as the company that provides your phone calls, we still have a responsibility to provide CLI services when routing your calls through our network as follows. If you have chosen to permanently prevent your phone number from being displayed when dialling out, we will make sure that we still provide this service to you. If you choose to prevent your number from being displayed on certain calls, we will make sure that's exactly what you get. However, there are situations when we cannot guarantee this. We cannot always guarantee that calls from your fixed line will display your calling line identification when calling mobile or overseas numbers.

8. Communication with customers
We will promote our services and special offers, through a variety of media and in doing so adhere to industry accepted standards:-

UK Direct Marketing Guidelines
Data Protection Act, Telephone Preference Service, Mailing Preference Service, Facsimile Preference Service
Independent Committee for the Supervision of Standards of Telephone Information Services, Advertising Standards Authority

9. Approval of this Code
Ofcom has approved this Code of Practice and WaveCrest (UK) Ltd will review it annually. Large text and braille copies of this code of practice are available on request from Customer Services.
 

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