1) Who the Supplier Is
2) The Purpose of the Code
3) Contact Details
4) Range Of Services
5) Customer Service
6) Customer Rights/Obligations
7) Communications With Customers
8) Social Responsibility
9) Approval and Review of Code

1) Who the Supplier Is

0800 Reverse Limited (“0800 Reverse”) is a provider of telecommunication services; specifically domestic and international Reverse Charge calling and voice messaging.

2) The Purpose of the Code

To introduce 0800 Reverse.
To provide information to enable contact with 0800 Reverse.
To provide an overview of the services provided by 0800 Reverse.

3) Contact Details

The contact details for 0800 Reverse are:

Customer Service Telephone Number: 0845 0 779 000
E-mail: [email protected]

0800 Reverse Limited
20 Canning Place
London W8 5AD
United Kingdom

The opening hours for the 0800 Reverse Customer Service Centre are Monday to Friday 9.00am to 5.30pm, excluding public holidays.

4) Range Of Services

The 0800 Reverse service can be accessed in the United Kingdom by dialling the phoneword 0800 Reverse (0800 738 3773). The service is provided to customers whose line provider has arrangements with 0800 Reverse to provide the service.

Reverse Charge Calling

a. Making a Call

A caller dials the access number for 0800 REVERSE by dialling 0800 followed by those keypad letters that correspond to spell the word R-E-V-E-R-S-E. ie. 0800 738 3773.

b. Name & Number

After dialling the service, a caller is requested to enter the number that they want to call (destination number) and to provide their name. The caller is then placed on hold while the number to be called is dialled.

c. Offering the Call

The destination number or receiving party hears a welcome and the caller’s name and is asked whether they want to accept the call and the charges. This process is carried out using either an automated service or a live operator.

d. Accepting the Call

To accept the call the receiving party should say “Yes”. To decline the call they can simply hang up or say “No”. Additionally, for calls placed via the automated service, calls can be accepted by pressing “9” or pressing “7” to decline.

Reverse Charge Message

In the event there is no answer from the destination number, the calling party may have the option to leave a reverse charge message. Having recorded their message, the calling party will hang up and 0800 Reverse will attempt to redial the destination number. When the destination party answers, they will be asked whether they want to accept the message and pay the charges. To accept the message a receiving party should say “Yes”. To decline they can simply hang up or say “No”. Additionally, for messages placed via the automated service, the message may be accepted by pressing “9” or pressing “7” to decline. 0800 Reverse will not attempt to contact the destination number before 6.30am or after 10.30pm.

Following unsuccessful message delivery attempts to a Telephone Answering Device (TAD) a final message may be left on the TAD by the automated system indicating that a message is awaiting retrieval for the receiving party and the number to call to retrieve it.

For further information about 0800 Reverse’s services please go to www.0800reverse.co.uk or call the 0800 Reverse Customer Service Centre on 0845 0 779 000.

5) Customer Service

I. Provision - the service is available to customers whose line provider has arrangements with 0800 Reverse to provide the service. 0800 Reverse has absolute and final discretion on the availability of the service to or from a telephone number.

II. Cancellation - should the service no longer be required please contact 0800 Reverse at the details in section 3 ‘Contact Details’. 0800 Reverse will ensure that you can no longer receive 0800 Reverse reverse charge calls or messages to your telephone number. You will be responsible for all applicable charges relating to use of the service up to the time of cancellation of the service.

III. Repairs – fault repairs will be assessed and attempts made to resolve them as swiftly as possible. As 0800 Reverse does not solely own and therefore control the networks and equipment used for the service it is difficult to specify a rectification time. 0800 Reverse reserves the right to suspend the service or aspects of it at any time without liability.

IV. Reconnection - Should the service be required (having been requested for cancellation) please contact 0800 Reverse at the details in section 3 ‘Contact Details’.

V. Pricing - this can be obtained from the 0800 Reverse web site www.0800reverse.co.uk or is available by calling the 0800 Reverse Customer Service Centre on 0845 0 779 000. 0800 Reverse may at any time vary the Call Charges in its absolute discretion updating the website accordingly.

0800 Reverse does not charge the Calling Party. However, carrier charges and/or surcharges from hotels, mobile phones and payphones may apply to the Calling Party.

Call Charges will apply from the time when 0800 Reverse informs the Calling Party that the call is connected and will continue until such time as the call is terminated. Alternatively, in the event you receive a message, Call Charges will apply from the time that the message is connected.

Where the 0800 Reverse service is offered by a carrier other than BT, that carrier may vary the charge.

VI. Billing

a. Timeframes & Payment Methods

Your line provider or local carrier may provide billing services to 0800 Reverse for calls connected using the Service. The Call Charges will be billed to you, and payable by you within the times and by the payment methods specified by your local carrier in accordance with that local carrier’s standard billing procedures.

b. Bill Presentation

The call will be separately identified on your telephone bill in accordance with the bill presentation adopted by British Telecommunications plc ("BT") or your local carrier. Typically this means that each 0800 Reverse call will be identified, as a minimum, by the date, time and duration of the 0800 Reverse call if you request an itemised bill from BT or your local carrier.

VAT will be presented in accordance with the bill presentation policy adopted by BT or your local carrier, but may be itemised on your bill without VAT with the VAT being calculated on totals or sub-totals.

VII. Quality Standards and performance targets

0800 Reverse does not warrant that the Service will be uninterrupted or error-free, although every effort will be made to ensure this is the case.

VIII. Complaint handling process

All enquiries, including those relating to pricing and billing, or customer complaints should be directed to the 0800 Reverse Customer Service Centre on 0845 0 779 000.

IX. Dispute resolution procedures

0800 Reverse will attempt to resolve all simple queries that are handled by telephone whilst the customer is on the line. 0800 Reverse will attempt to resolve other simple queries received via the 0800 Reverse website or via email by close of business on the next business day. 0800 Reverse aims to resolve 90% of complex enquiries within 48 hours of the query being lodged. 0800 Reverse aims to resolve all remaining queries within 4 business days. Only after having attempted to resolve your query with 0800 Reverse, you may contact the Communications and Internet Services Adjudication Scheme at http://www.cisas.org.uk in those instances you believe your query has not been satisfactorily handled.

0800 Reverse, at its absolute discretion, may agree to rebate in part or full charges in certain circumstances. Where it agrees to do this, 0800 Reverse will arrange for the appropriate credit to appear on your telephone bill.

6) Customer Rights/Obligations

Call Barring

Should a customer choose not to receive 0800 Reverse services as defined in section 4 ‘Range Of Services’ they can contact 0800 Reverse’s Customer Service Centre on 0845 0 779 000 requesting a block from receiving such calls.

Charges

The person responsible for the telephone number to which the call is billed is responsible for all applicable charges for use of the Service whether you or another person with or without your knowledge or consent accepted such calls.

Correct & Legitimate Use

You must use, and ensure that third parties (including the Calling Party) use, the Service only for the purpose of reverse charge calls and delivering messages. The service should not be used by the calling or destination parties to transmit any defamatory, offensive, abusive, indecent, menacing, illegal or hoax material.

Data Protection and Privacy

0800 Reverse may use and process information it has about you and your use of the 0800 Reverse services for marketing and research purposes. This information may include your call records. 0800 Reverse will only do this for market research purposes in order to enhance the efficacy of the service it provides to you. However, 0800 Reverse will not do this if you ask it not to and 0800 Reverse will not provide this information to any other party. 0800 Reverse requires your consent to carry out this research and will treat your consent as having been provided unless you notify 0800 Reverse otherwise in writing at the address in section 3 above.

0800 Reverse respects your privacy and will aim to protect it at all times. 0800 Reverse will only retain information relating to you and your call records for as long as reasonably necessary.

Terms and Conditions of Service

0800 Reverse has a standard form of contract that is available at www.0800reverse.co.uk or on request from the contact details above.

7) Communications With Customers

Code of Practice

This Code of Practice is available from www.0800reverse.co.uk or on request from the contact details above.

Advertising

The majority of 0800 Reverse’s advertising will be carried out on, but not limited to, television, in payphones, website, radio, periodical publications and the press.

Service Usage

0800 Reverse will ensure that the maximum duration of a call is no more than 45 minutes. In the event of 0800 Reverse becoming aware of a high value of calls or a high number of calls to a destination number, 0800 Reverse may attempt to contact the lessee of the line by telephone, to ensure they are aware of this fact and the charges that have been incurred. However, despite the provision of this service the lessee of the destination number is ultimately responsible for any charges incurred.

Legal and Regulatory Compliance

In providing its service 0800 Reverse complies with relevant statutes and regulations and adheres to relevant marketing and advertising codes.

8) Social Responsibility

0800 Reverse recognises the social responsibilities of providing its service and will endeavour to honour these.

Malicious Calls

Malicious or threatening calls should be reported to 0800 Reverse Customer Service on 0845 0 779 000. All reports of malicious or threatening calls will be treated with seriousness and 0800 Reverse will take all necessary measures to deal with the problem.

Vulnerable Groups

Operator assistance is available for those experiencing difficulty using 0800 Reverse’s service. Please contact 0800 Reverse Customer Service if you require further information.

9) Approval and Review of Code

This Code of Practice will be reviewed on a yearly basis or more frequently if necessary and in accordance with any Oftel or Ofcom requirements. All such changes to this Code will be notified to customers by updating this Code and publishing the current version on 0800 Reverse’s website at www.0800reverse.co.uk