Corporate Responsibility
Corporate responsibility at City Telecom is about providing value, efficiency, convenience to our customers, maintaining environmental responsibility, and ensuring that our employees continue to keep up to date with leading products, services, and market developments where it could have an impact on our customer’s bottom line.
Since technology is supposed to make our lives simpler and more efficient, our challenge is also to make the services we consume convenient and easy to use. This applies not only to our customers but to our suppliers, partners, employees, and anyone who wishes to engage with City Telecom.
Through using industry-leading products and services, lower operating costs, and giving customers access to obtain solutions through remote infrastructure management and Software-as-a-Service (also known as Cloud computing) offerings, we continually strive to have a positive impact on the world around us. For example, if we can save time on a business process, that could translate into less resources being consumed; If we increase a company's efficiency by using our redundant systems, then the cost benefits could be applied in other areas of their business or applied as a personal benefit; If we help a company with adapting to a changing market through the use of specialised telecom or mobile services, then we could increase their chance for their company's growth and stability.
In all cases we aim to create positive measurable results and a good impact for the people we engage with.
Company Core Values
We believe that the best way to succeed is by having a customer centric company structure with the processes in place to scale and be flexible to our customers's needs. Additionally, we place importance on job satisfaction and enjoying the place and people we work with. A summary of the values include:
• Customer Centric - Service, support , satisfaction and retention
• Transparency - Keeping the lines of communication straight forward, honest, and open with customers and employees
• Dynamic - Adapting to our customers and the changing market
• Working Smart - As we empower our employees to make decisions on behalf of the company, we value proactive
versus reactive thinking
• Decisive - As our customers time is valuable, we strive to make decisions quickly and intelligently to meet the
needs of the tasks at hand
If you would like to engage with City Telecom in some capacity, you should be pleasantly surprised by our down to earth organisation.
Codes of Conduct
City Telecom's success is built on a foundation of personal and professional integrity. Our customers, suppliers, and stakeholders would expect nothing less, so thus we have never compromised on these standards and never will.
Our culture of performance with integrity ensures we meet your high standards - the right way. In brief, our teams, shareholders, customers and suppliers all know that they can believe what we say and trust what we do. Our high standards include several key characteristics as a foundation for our Code of Conduct:
• Trust - We keep our commitments and keep you informed at all decision points along any process.
• Honesty - We are transparent in our communications at all levels of business.
• Judgement - We understand the impact of the services and solutions we provide, and safe guard the information and
data in any implementation we do through back-ups and security measures to help ensure you have peace of mind.
• Respect - We treat people with respect for the decisions they make during any engagement.
• Responsibility - We accept the responsibility for the decisions and solutions we provide. If there is a problem we will
work with you to resolve it quickly and fairly.
The following information about our code is meant to inform you about some of our services and customer support. Our code follows the general Ofcom policies, the independent regulator for the UK communications industries, and other standard bodies and organisations that support best practice ethics. We mention this section to give our customers confidence that CityTelecom is looking out for your best interest as well as demonstrating our commitment to good and fair business practices.
Sales and Marketing
We work to the guide lines and principles within the British Code of Advertising, Sales Promotion and Direct Marketing. We try to act with sensitivity while providing you with valuable information for your decision process without undue need for clarification. These guidelines are applied to our voice, data, internet, and mobile services within City Telecom. Our sales and marketing activities are conducted via several routes to market, and all of them are not aimed at minors - people under the legal age for entering into contracts.
Contracts
We aim to keep our contract true to the services we are offering, easy to understand the details of each service, and provide a clear outline in respects to payments, terms, and the obligations of each party involved in the contract. we provide.
Representatives
We train and supply our sales and marketing employees, registered representatives, and agencies with the information they require about our products and services so they can inform our customers and with the latest and most accurate information available at the time of request. Additionally, we help ensure that our representatives are familiar with the relevant aspects of consumer protection law, the content, interpretation, and benefits it provides to our customers. Our engineering and technical representatives are given clear guide lines on contacting residential customers at home via onsite visits or via the phone, in that they must not visit you or phone before 8am or after 7pm unless otherwise requested by you. Representatives involved in face-to-face meetings with our customers are instructed to identify themselves, the company, the purpose for the visit, and leave you their business card. Our representatives are courteous, use appropriate language, and offer clear and straightforward answers to your telecommunication questions.
Billing
We have flexible billing options in frequency and by date. These can be changed online or by contacting us directly. You can choose to pay us via credit card, cheque or direct debit. These are agreed, usually online, at the start of your contract. If you wish to change your method of payment at any time you can do so online, by email, or by contacting us directly. We provide itemised bills to you free of charge.
Data protection
We comply with our obligations under the Data Protection Act 1998.
Terms and Conditions
When you subscribe to any one of our services, our Standard Terms and Conditions can be obtained from our website or by contacting our customer support directly.
Cancellation
You can cancel your order or agreement with us at any time via email, phone, or letter. The details of any administration fees, or work associated with cancellation will be subject to the terms and conditions in your contract. If you have any questions please feel free to contact our helpdesk.
Service Provisioning
We aim to ensure that the using, allocation, NTS, connections, number porting, and the switching of services to and from City Telecom as well as within City Telecom for either local, national, or non geographic numbers is a published and understood process for our customers. All services offered by City Telecom are offered as reliable, timely, and use the most up to date technology for each service being offered as well as for support, response time, and tracking of those services. Details can be found on our website.
Quality of Service and Migrations
The quality of each service and the details for migrating for each service where it is applied can be found on our website. Where City Telecom is subject to 3 parties processes such as MAC addresses for the migration of broadband services for end users, City Telecom will aim to ensure that the migration is done in a timely manner, with minimal service disruption. Our customers shall be informed about the migration details, and any quality of service impact that the migration may have upon the service being provided.
Faults
Please contact us via phone or email. Our aim is to response to any reported fault within 1 hour, and resolve any problem in a reasonable time (as quickly as possible).
Nuisance calls
We take the problem of nuisance calls very seriously and will engage the police and others in the communications industry when necessary. If you have been a victim of this activity, please contact us via email or phone us directly to report the incident.
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