about
A fresh approach to low cost international calling

Code of Practice

This Code of Practice is available in large print. To request a copy, please contact us as shown below.

eazyTel is a service owned and operated by MTNetworks Limited.

1. Introduction
The purpose of this Code of Practice is to inform customers about MTNetworks and the services we provide. It describes what you can expect from us, our key policies and how to contact us.


2. About Us
MTNetworks supplies the residential and business market with fixed and mobile telecommunications services.

MTNetworks aims to offer savings on calls, line rental and broadband.

To ensure a world-class service, our partners and suppliers include the world's largest telecoms networks and payment processors.


3. Contact details
You may contact us in the following ways:

Email: cs@eazytel.com
We aim to give you a personal reply to all emails within 1 working day.

Phone: 0203 630 0300
Monday to Friday, 8am to 8pm

Post:
MTNetworks Ltd
4th Floor, West World
West Gate
Ealing
London
W5 1DT


4. Range of services
To view the latest range of services and tariffs, please visit our web site at www.eazytel.com


5. Prices
All prices are shown on our web site at www.eazytel.com

Prices may change from time-to-time – please check our web site for the latest prices.

All our prices include VAT.


6. Customer Service
We aim to provide a consistently high quality of service.

Service Confirmation
We will send you an email when you join the service.

Your Right to Cancel
You may cancel at any time in line with our Terms & Conditions. You must contact us in writing (by email, fax or post) if you wish to close your account.

Problems Making Calls
We will report any fault you notify us of to our network suppliers within 1 working day. We will need the following information from you to be able to report a fault: your number; the number you are calling; when you tried calling; a description of the fault.

Payment
Our services are pre-pay. You can make payments through your on-line account on our website.

Credit Policy
If we suspect there is a risk of fraud, we may not accept payment from you and we may take other actions to limit our potential exposure, such as blocking calls to particular destinations and suspending an account.

If You Are Not Satisfied With Our Service
Our Dispute Resolution Process is outlined below. We are committed to addressing all complaints fully and fairly and in a reasonable timeframe.

If you are unhappy with our service, please contact our Customer Services (as detailed in Contact Details above) and let us know as soon as possible.

If you continue to be dissatisfied you can request that your complaint is reviewed by a Director of the business.


7. Terms & Conditions and Data Protection
Our obligations to you and your obligations to us are described in our Terms & Conditions.

MTNetworks is Notified under the Data Protection Act 1998 and is committed to your privacy.

We make all reasonable efforts to maintain the security of your data.


8. Additional Services
MTNetworks does not produce a phone book and has no effect on your entry in the phone book or any ex-directory status.

MTNetworks does not offer Directory Enquiry or Operator Services.


9. Communication with customers
We believe in effective communications with our customers and prospective customers.

Customers may contact us (as described above) and we may contact customers by email, text, phone or by letter in order to supply the services requested.

Customers and prospective customers may opt-out of sales and marketing communications from MTNetworks:

Email – For prospective customers we only use opt-in email lists (you will need to contact the list owner if you wish to opt-out of their emails).

Phone – by registering with the Telephone Preference Service:

DMA House
70 Margaret Street
London
W1W 8SS

020 7291 3320

Letter – by registering with the Mailing Preference Service:

DMA House
70 Margaret Street
London
W1W 8SS

020 7291 3310

MTNetworks abides by industry-accepted rules and standards for sales and marketing, including those set by the relevant regulatory bodies, including:

Ofcom
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

0845 456 3000

Advertising Standards Association (ASA)
Mid City Place
71 High Holborn
London
WC1V 6QT

020 7492 2222

PhonepayPlus
Clove Building
4 Maguire Street
London
SE1 2NQ

0800 500 212

The existence of this code will be brought to customers’ attention in appropriate ways.


10. Social Responsibility

MTNetworks is an equal opportunities employer and recruits and promotes employees on the basis of ability.

Our on-line accounts and e-billing helps reduce the amount of paper we use and contributes towards the protection of the environment.

Our Customer Services team will do everything they can to help in the protection and support of vulnerable groups e.g. minors, disabled and elderly consumers, malicious calls. Please contact them as described above.