Code of Practice Regarding Complaint Handling and Dispute Resolution

Who are we?

Avanti is a new regional UK satellite operator which has 10 years experience in the satellite industry. Our business has a successful heritage of commercial delivery to BNSC, ESA and EU projects. Currently we are operating satellite broadband, data and voice services into Europe.

How can you reach us?

BY POST
Avanti Broadband Ltd
74 Rivington Street
London, EC2A 3AY

BY PHONE
Phone our customer service phone number: +44(0) 207 749 1673. We provide a UK Helpdesk from 8am to 8pm on UK business days. Week-end  and bank holiday voice mail is provided.

BY EMAIL
Email our customer service team.
These contact details are notified in the “Avanti Broadband Welcome Pack” and on the website.

What are our services?

All services are provided using satellite or WiFi equipment that is providednas part of the individual package or service.
You are billed with a re-occurring service charges and one-off charges fornequipment and/or installation. The services include repair/replacement of goods within the warranty periodnas well as ongoing maintenance.

INTERNET ACCESS
Internet Access is an always-on service that allows the user to connect to the Internet. This service is using a shared network infrastructure. Avanti is employing a range of state-of-the-art technologies, such as twowaynsatellite systems or WiFi systems.

BUSINESS CONTINUITY
Business Continuity provides the user with a fully automated back-upmconnection via satellite, in case the primary connection, usually supplied via a terrestrial connection fails.

VNO
VNO allows the user to provide services using dedicated satellite capacity. The service removes the capital need usually required to build a satellite network.

How do you order our service and get connected?

Services are sold either directly by Avanti Broadband or via its partners. The ordering is done with a signed order form and/or contract. You can contact Avanti Broadband or its partners via phone under +44(0) 207 749 1666, letter to the head office or e-mail.
Avanti Broadband or its partners will then establish whether service is possible at your location and confirm the order.
Once the order is received either Avanti Broadband or its partners perform the installation. The target time for delivery is 28 days from order confirmation.
The installation date will be agreed with you by one of the customer support agents. Sufficient access to your premises is required for the installation.

How much do our services cost?

All pricing information is notified by Avanti Broadband with an updated release of a price book on a bi-annual basis or upon request to the Sales team under +44(0) 207 749 1666.

INTERNET ACCESS
HOME Services are available from approx £25. The price varies depending on access speed, download limit and contract period (1, 2 or 3 years). Home services include VAT. PRO Services are available; these exclude VAT but are otherwise the same as HOME.
The minimum contract term for Internet Access is 12 months, longer contract terms maybe offered from time to time.
Installation & Hardware cost varies, depending on location and service delivery method. These costs will be quoted to you prior to accepting the order. Regional projects may have different pricing. These are shown on a dedicated section on the Avanti Broadband website.

BUSINESS CONTINUITY
Based on individual quote for your location. The minimum contract term for Business Continuity is 36 months, longer contract terms maybe offered from time to time.

VNO
Based on individual bespoke quote. Price varies, depending on contract period and bandwidth commitment. The minimum contract term for VNO is 36 months, longer contract terms maybe offered from time to time.

What are the general contract conditions and how can you cancel?

You can cancel before expiry of the contract term. Cancellation fees, equal to the outstanding contractual payments apply.
In case you want to cancel the service we need a written 30 days notice to the Avanti Broadband head office using the address below.
Avanti Broadband Ltd
Customer Services
74 Rivington Street
London, EC2A 3AY

All contracts are subject to a credit check. Information acquired during a check may be passed to third parties (e.g. credit vetting agencies) but will be managed strictly in accordance with the UK Data Protection Act. We take payment in the UK using direct debit or invoice.
All of our services are subject to the Acceptable Use Policy and the Terms and Conditions notified on our website.

Compensation or Refunds

Avanti Broadband always endeavours to ensure you receive a fair deal. Refunds are considered on an individual case basis, where you have been disadvantaged by Avanti Broadband’s actions or service has fallen seriously short of what is acceptable. Avanti Broadband does ask that customers use the services in accordance with published terms and conditions published on the Avanti Broadband website and adhere to the fault reporting routine set out in the welcome pack.

Complaint Handling Process

If you are unhappy with Avanti Broadband’s service for any reason we need to know about it as quickly as possible.
Please contact us by:

• Phoning Avanti Broadband’s Customer Services. This is a national/local number; per minute costs are provider dependent.
• Writing to the Customer Services. The letter will be acknowledged within 48 hours of receipt.
• Email Support. Messages received are responded to by a dedicated team.

All complaints are logged. All correspondence with you references a unique Customer ID and a service call number (trouble ticket) if applicable.
Should a complaint not be resolved on first contact with you it will be subsequently escalated to the Customer Service Manager and on to the Operations Director and finally to the Chief Operating Officer with the goal of finding an appropriate remedial action.
Any remedial action will be presented to you in order to acknowledge that the solution is satisfactory. In case you remain unsatisfied an alternative resolution procedure will be offered.

Alternative Dispute Resolution Procedure

If Avanti Broadband have not reached an agreed settlement within 8 weeks of receiving the complaint or Avanti Broadband agree before the 8 weeks are up with a deadlock letter, that the dispute should be settled by independent adjudication, you have the option of referring the complaint for independent consideration to CISAS (the Communications and Internet Services Adjudication Scheme) to which Avanti, as a member of the ISPA, has access.
Contact details to CISAS are distributed with the deadlock letter.
Contact Details of CISAS:
CISAS
24 Angel Gate
City Road
London, EC1V 2PT

Email
Tel: 020 7520 3827
Fax: 020 7520 3829
www.cisas.org.uk

How can you obtain this code of practice?

This code of practice is available on request and free of charge to any customer.
This code of practice is available in large print upon request.
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at:
www.ofcom.org.uk