Ofcom Regulations

Our code of practice and Ofcom

Introduction and Overview

This code of practice sets out how we comply with our regulatory obligations in the sales and marketing of fixed line telephone services.

The code applies to the sales and marketing of our services to domestic and small business customers and covers all aspects of the sales process. We aim to avoid mis-selling and misrepresentation by ensuring that you fully understand the services and the terms of the contracts we offer you.

When selling or marketing our fixed line telecommunications services, we will not:

• Engage in dishonest, misleading or deceptive conduct
• Engage in aggressive sales techniques
• Contact customers in an inappropriate way
• Engage in "slamming" (transferring a customer's line without their knowledge or consent)

All our sales and marketing staff and agents are briefed on this code and we routinely monitor compliance with it. If you feel that any representative of Innovative Cloud Services Ltd t/a Jibba Jabba has breached the terms of the code, please report your concerns to Ashley Harris who has responsibility for compliance with this code, and for handling associated complaints.

• By phone: 01302 247 530 (from 8.30am until 5.30pm Monday–Friday)
• By e-mail: support@jibbajabba.co.uk
• By letter: Innovative Cloud Services Ltd, Eco-Power Stadium, Stadium Way, Doncaster, DN4 5JW

Sales, Marketing, Advertising and Promotional Activity

We advertise and promote our services by various methods. In all cases, we act responsibly and try to comply with relevant legislation. We will respect your wishes if you have registered with any relevant preference service, including the Mailing Preference Service, the Telephone Preference Service, the Fax Preference Service and the E-mail Preference Service.

All our advertising and promotion activity keeps to the principles of the British Codes of Advertising and Sales Promotion. In addition, we ensure that advertising and promotional literature is clear, unambiguous, accurate and fair, does not contain false or misleading information about price, value or service and does not belittle other companies.

Customer Contact

• Our sales staff are given clear guidelines on contacting residential customers at home. They must not visit you before 8am or after 8pm, and must not telephone before 8am or after 9pm, unless you ask them to.
• Representatives involved in face-to-face sales and marketing have identity cards or badges that clearly display our company name and the representative's own identification number.
• On making contact, our representatives will immediately identify themselves, state our company name, the purpose of the call and how long it should take.
• Our representatives are trained to be courteous, to use appropriate language and to offer clear and straightforward explanations.
• Our representatives will not abuse the trust of vulnerable customers.
• We will not aim sales or marketing activity at people who are under the legal age for entering into contracts.

Entering Into a Contract

We check that the person entering into a contract with us is authorised to sign a contract for services. Our order forms and contract forms are designed to ensure that you understand that you are entering a contract. We will tell you that you have the right to change your mind during the switchover period.

In all cases we will give you the following information:

• Confirmation of our company's identity and full contact details
• A description of the service you have chosen, including how it works
• The costs and charges including any minimum contract charges and early termination charges
• Arrangements for providing the service
• Your right to cancel and how to use it
• Your right to early termination
• How long the charges will remain valid
• The minimum period of contract, and minimum contract charges, if any

Contract Review

We confirm orders by sending a "notification of transfer" letter to the customer. We contact all customers entering into a new contract to confirm that you understand that you have entered into a contract, are happy to proceed, and are content with the way in which we conducted the sales and marketing.

Record Retention

We keep all records of sales and marketing of fixed line telephone services for a minimum of six months.

Customer Complaints Procedure

Complaints about sales and marketing are dealt with under the procedures set out in our Code of Practice for Complaint Handling. If we cannot resolve the complaint to your satisfaction, you may contact:

Compliance with this code does not guarantee that it complies with any other legal requirement. Non-compliance with this code does not affect the validity of any contract between the company and the consumer, unless the law states otherwise.