customer services charter
Serving Hospitality, Travel and Tourism
What you can expect from us
We will treat all customers fairly, impartially and courteously.
We will be positive and helpful towards our customers, respond promptly to requests and, when asked, provide reasons for any decisions.
We will inform our customers and potential customers, about the services we provide and how to use them effectively. We will provide explanations of our processes in a form our customers can understand.
We will make our Internet home page our primary source of information where product information can be accessed at any hour.
Product and service information, that is not available on our Internet site, can be accessed by contacting a member of our sales team.
We will ensure that customers can discuss our decisions with a member of staff who understands and can respond appropriately. We will ensure professional handover if your account manager changes.
We will consider all feedback and, in particular, listen to our customers' suggestions on how we might improve our services. If we make an error, we will acknowledge the fact, apologise, do what we can to rectify the error and seek to introduce procedures that stop us from repeating it. If, because of the error, you become liable to pay us a fee, which you would not otherwise have been required to pay, we will waive the fee. We will refund the fee if you have already paid it.
We will be accessible
Our normal business hours are from 9.00 am to 6.00 pm
Our head office can be contacted by phone: 0870 740 1474 or fax: 0870 740 1476
Our number for all sales and service enquiries is: 0870 740 1475
Our number for all technical and network enquiries is: 0870 740 3450
Our national head office is located at:
Cali Net
The Square
Kinloch Rannoch
Perthshire
Scotland
UK
PH16 5PW
Our sales office for England is located at:
Cali Net
111-117 Sussex Gardens
London
England
UK
W2 2RU
Our primary source of customer information will be through our web site. Our web site is located at http://www.calinet.co.uk/
We will respond promptly
We will respond to simple enquiries on the day we receive them. If we are unable to respond to your telephone call within this time we will ensure a relevant person will contact you within one working day.
We will provide a full quote and specification for a product or service within one working day if they are available on our standard price list. Otherwise, we will provide the quote and specification within 8 working days. If the response is going to be longer, we will let you know why, and how long you might have to wait for a detailed response.
We will respond to any technical fault or outage within 30 minutes of it occurring. Our Service Level Agreement describes our fault reporting, repair and guaranteed levels of service.
We will provide effective, reliable and useful services
We will provide services to hotels and other business customers who operate in the hospitality industry in the United Kingdom. We will ensure that all of our products and services are effective in their intended use, reliable to industry standard or above and useful for our customers.
We will keep our charges competitive
We aim to keep our charges comparable and competitive and will review our prices at least every 3 months and when we make any changes to our product or service offering.
We will consult our customers
We receive feedback from our customers in a number of ways. These include written or oral comments by telephone, email, fax or letter and from discussions at meetings with customers and at promotional and other seminars.
We conduct surveys of our customers to help us identify needs, wants and perceptions of the organisation. These surveys provide valuable data and help us monitor our progress.
We hold regular meetings with customer account managers, customer service representatives and sales personnel to evaluate customer opinions that have been expressed to these individuals.
We will provide our customers with information on forthcoming changes to our services through notices on our web site and through product information, which will be delivered by letter mail or email.
We will consult widely with our customers in developing or reviewing our product and service offering.
We will be accountable
We will continuously monitor our performance against the standards in this charter. We will also monitor the number and nature of customer complaints and other customer feedback to see where and how our services need to be improved.
Our procedures for implementing this charter will ensure we receive and respond to customer comments, suggestions and complaints on a continuous basis.
More formally, we will review the charter 12 months after its introduction and at least once every 12 months. Each review will consider all customer comments, the findings of our most recent customer survey, and direct feedback from face to face discussions with representatives of all customer groups.
Your rights
You have rights under the Data Protection Act 1998 that prevents us from misusing your personal information. You also have right to access certain information about you and your company in the possession of our organisation.
Information you provide with your application will remain confidential and will not be distributed outside of our organisation without your express permission or when it is legally required of us to provide it.
You are entitled to clear, written explanations of our decisions that affect you directly.
How to provide feedback on our services
We want to improve our services and make our work more efficient and effective.
If you have suggestions on how we can improve our services, want to make a complaint or provide positive comments on either a service or the person who provided it, you can talk to the staff member you dealt with at the time or your account manager. If you wish to use our formal feedback processes, please contact:
Customer Feedback:
Cali Net
The Square
Kinloch Rannoch
Perthshire
Scotland
UK
PH16 5PW
Phone: 0870 740 1474
Fax: 0870 740 1476
Email: customer.service@calinet.co.uk
This does not prevent any Customer from writing to, or emailing the Managing Director if they think it is necessary.
This email address is: managing.director@calinet.co.uk
Making a complaint
Please let us know if you feel our staff have not dealt with you fairly, honestly or promptly.
We will ensure your complaint is taken seriously and will do our best to resolve it. We are committed to quick and fair solution of formal complaints.
We will provide a detailed response to your complaint within 20 working days of receiving it, including information on actions we took as a result. Staff connected with the complaint will also have the opportunity to respond to matters raised in the complaint.
If you have a complaint, you should:
first try to sort it out with the staff member you dealt with;
if you are not satisfied with the response, you may seek to have the complaint reviewed by your account manager or a director who has not previously been involved with the issues raised;
if you are still not satisfied, you can have the matter further reviewed by the Operations Director, telephone 0870 740 1474, fax 0870 740 1476 or email at operations.director@calinet.co.uk
Your obligations and responsibilities
Your obligations when making use of our services include:
- All information you provide to us must be, to the best of your knowledge, truthful and accurate.
- You must not falsely claim to have obtained or applied for intellectual property rights.
- You should pay the required fees and meet the timelines set out in any agreed order of products or services.
- You should use any products and services supplied to you in the manner in which they were intended and conform to any operating instructions when issued.
How you can help us to help you
To help us provide you with a high quality service and maintain the standards set out in this Charter, please:
- Provide an address in the United Kingdom for service when making an application;
- Quote the relevant customer account number, invoice number, order number or date when making an enquiry or responding to our correspondence;
- Complete forms clearly, carefully and accurately. If you complete forms by hand, please make sure your handwriting is legible;
- Include the correct fee;
- Make cheques payable to 'Cali Net Limited' and clearly indicate what the payment is for by writing your customer account number on the reverse side of the cheque;
- Advise us of any changes of address for service in writing;
- Retain a copy of any correspondence or application you send us;
- Adhere to the time limits which apply to each process; and
- Post copies of requests you have faxed to us and clearly indicate you have already faxed a copy so we don't unknowingly treat it as a new piece of business.
Despite our best efforts, we know you may sometimes have problems. When you are discussing your problem with our staff, please remember that person may not be responsible for causing the problem, nor be the one who can solve it. A calm and courteous approach by all parties will make it easier for us to respond quickly and effectively to your concerns.
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