Cloud Net Ltd has a registered office and operates from 34 Green Lane, Walsall, West Midlands, WS2 8HB, UK. Telephone 01922 213333. All contact can be made via Mr Charles Chance, Managing Director.
Cloud Net provides IT and communications specialising in “cloud” or “grid” based services on demand.
The purpose of this Code is to inform customers of their relationship with us.
Cloud Net is a member of the Internet Telephony Service Providers Association (ITSPA) and subscribes to it’s Code of Practice.
IMPORTANT INFORMATION:
Cloud Net provides voice over Data Network services, and as such, it is dependent on your connection to the data network and the data network itself. Your service may therefore cease to function if there is a power failure or a failure in the underlying data network.
Significant differences in service reliability between the circuit switched public telephony networks and voice over data networks may exist because of the different technologies used. Circuit switched public telephony networks is reliant on analogue data streams which have no redundancy and are easily intercepted. Voice over data networks have multiple levels of redundancy built in and are encoded. If you do not understand the difference in technologies please ask us to explain before entering into a contract.
Emergency calls may fail if you have a power cut or your broadband connection fails. It’s always best to have a second means of contacting the Emergency Services such as a mobile phone or an analogue phone.
Cloud Net will use all reasonable efforts to enable customers to transfer their numbers to other members of ITSPA within the following recommended guidelines:
1. We will not unreasonably refuse to transfer a number to another member.<
2. We will take reasonable steps to ensure that number porting is a simple and efficient process for the customer. Normally a single number transfer should be achieved within 10 working days from the date of the customer’s request. (More complex transactions may require longer).
3. Any charge to release a number is designed to cover only the reasonable costs of administration.
The ITSPA Code of Practice enables customers of ITSPA members to make complaints about a breach of the ITSPA code of practice directly to ITSPA. ITSPA cannot become involved in complaints regarding non-ITSPA members.
The following information should be read before making a complaint about an ITSPA member:-
- The complaint against an ITSPA member should first be registered with the member in question.
- The ITSPA member must respond to the complainant within 5 working days, copying the Secretariat into the response. If the member is unable to respond, they must contact the Secretariat to explain their position.
- The ITSPA member must endeavour to resolve the complaint within 10 working days. The complainant should be informed via email, letter, telephone call or in person.
- If a complaint cannot be resolved, then the complainant should contact the Secretariat. The complaint should be set out in an email or letter, which the Secretariat will forward on to the member.
- The ITSPA Council will review the complaint and decide on appropriate action within 3 months.
Further details are provided within the ITSPA Code of Practice itself, including the possible sanctions that the ITSPA Council can pursue, should a member contravene the Code of Practice. These details are provided below.
The Code of Practice can be viewed in its entirety on the ITSPA website
http://www.itspa.org.uk/cop.htm
Under section 54 of the Communications Act, all Communication providers must provide its customers with access to an independent dispute resolution procedure, should a customer be unable to resolve a dispute with its Communication provider. Cloud Net would use the CISAS scheme (Communications and Internet Services Adjudication Scheme).
Customers must give the company a chance to settle their complaint before applying to CISAS. Customers can apply to use CISAS if their complaint has not been settled within three months of first complaining to the company, or if the company has referred the customer to the scheme. An application form must be sent to CISAS within nine months of first complaining to the company.
You may contact ITSPA at ITSPA Secretariat Email: admin@itspa.org.uk sip: info@itspa.org.uk Tel: 020 7340 8733 Fax: 020 7340 8747
You may contact OFCOM at Ofcom, Riverside House, 2a Southwark Bridge Road, London, SE1 9HA.
If you want to complain to Ofcom please call 020 7981 3040 or 0300 123 3333.