UK Code of Practice
(This code of practice is only applicable to the United Kingdom)
Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers
1: Introduction
Wayport delivers wired and wireless high-speed Internet access solutions. Wayport designs, delivers and manages network services, technology and applications that enable companies and their customers to access information and engage in commerce across the entire business value chain.
2: Contact details
European head office:
Wayport A/S
Gersonsvej 7
2900 Hellerup
Denmark
Office Tel: +45 7022 1014
Office Fax: +45 7022 1013
E-mail: info.emea@wayport.net
Customer service phone number: +800 80 60 10 14 or +45 80 60 10 14
Customer service e-mail: noc.emea@wayport.net
Web site: www.wayport.net
3: Terms and conditions, including prices and tariffs
Our services
Wayport services are available in certain UK hotels, airports, conference centres, business centres, stadia, restaurants and other public spaces (see current list attached to this Code of Practice for further information; subject to updates) to hotel guests, meeting delegates and members of the public who wish to use and pay for services in these locations as follows:
Lobby/common area
- Wireless & wired internet access
- Public Access PC
Guest rooms
- Wireless & wired internet access
Conference areas
- Wireless & wired internet access
- Prioritized Bandwidth Service
Pricing information is set out below and contact details for further information are set out at section 2 above.
Access
Brief explanation of how the customer can obtain these services (including overall access) and how to order them:
These services are available at Wayport enabled locations (set out in the hotel list attached) via internet access in lobby/common areas, guest rooms or conference areas.
Pricing information
Standard tariffs (including special discounts and special and targeted tariff schemes) should either be included, or the customer should be advised of how to obtain them.
List here (include information for all services and products offered):
Wired & wireless
- 1 hour: £6
- 24 hour: £14
- Guest Voucher: £14 (24 hour non-interruptible)
- Red CashCard: £6 (1 hour non-interruptible)
- Blue CashCard: £14 (24 hours non-interruptible)
Public Access PC
- Per minute Credit Card: £0.30
- Red CashCard: £6 (£0.30 PPM) 20 minutes (interruptible)
- Blue CashCard: £14 (£0.23 PPM) 60 minutes (interruptible)
Conference guests and Passer-By guests
- Wired, non-prioritized in conference and meeting rooms
- 1 hour: £6
- 24 hour: £14
Conference internet services rates
(rates are per day: after initial day all subsequent days subject to 50% discount)
'Boardroom' Cabled Service
- ½ Day £50
- 1 Day £85
Prioritized cabled Service
- ½ Day £160
- 1 Day £240
Contract conditions
Including any relevant minimum contract period and how service can be cancelled.
Standard conditions:
Due to the prepayment nature of the services that Wayport provides, there is no minimum contract period. Our standard contract conditions are set out in our Wayport End user agreement and privacy policy available on the login page and on our website. Clauses 1.10 and 1.11 cover service periods and cancellation.
4: Customer service
Compensation or refund policy
Any compensation and/or refund policy, including specific details of any compensation and/or refund schemes offered:
We look at each claim on a case-by-case basis. Please see clause 1.10 of the Wayport End user agreement and privacy policy on the login page and on our website for the terms covering refunds.
Complaint handling process
Describe in relation to public electronic communications services for domestic and small business customers.
If you should have cause to complain about our service, please call our Helpdesk service:
Phone: +800 80 60 10 14 or +45 80 60 10 14, or describe your complaint situation in an email to: noc.emea@wayport.net.
If the Helpdesk service has been unable to resolve your complaint satisfactorily, you can ask for your complaint to be referred to the management by contacting Steen Joergensen at: accounting.emea@wayport.net
Alternative dispute resolution procedure
Details of alternative dispute resolution arrangements in relation to the provision of public electronic communications services to domestic and small business customers.
If we are unable to resolve your complaint satisfactorily, we will issue a "deadlock" letter so that you may make a complaint through Otelo, an independent alternative dispute resolution scheme. We can provide you with details of this service. Alternatively if more than 8 weeks has passed since you first made your complaint, please contact the ADR scheme directly.
Contact details:
Otelo
PO Box 730
Warrington
WA4 6WU
Telephone 0330 440 1614 or 01925 430 049
E-mail: enquiries@otelo.org.uk
Website: www.otelo.org.uk
5: How to obtain this Code of Practice
This Code of Practice is published on our Web site at www.wayport.net. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in large print format by contacting Customer services:
Customer service phone number: +800 80 60 10 14 or +45 80 60 10 14
Customer service e-mail: noc.emea@wayport.net.
6: 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 www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf.