Code of Practice

Kesher Communications Ltd is a company registered in the UK with company number 6307010 whose registered office is 47 Bury New Road, Prestwich, Manchester, M25 9JY.

In this document, Kesher Communications Ltd may be referred to as "We" or "Our" or "Us", and Customers will be referred to as "You".

We've created this 'Code of Practice' is to give you confidence in our products and services. We will strive to comply with this Code of Practice but our formal Terms and Conditions can be found at http://www.keshercommunications.com/terms.html

We are registered with the ITSPA - The Internet Telephony Service Providers' Association which demonstrates that we have a commitment to providing high levels of customer service and support.

1. Our Services

We provide the following services:

- Incoming and Outgoing Telecommunications Services using Voice Over IP technology
- Fax and SMS Services
- Hosted Phone Systems
- Conferencing Systems
- UK wide telephone numbering
- International telephone numbering for a selection of countries

2. How to Contact Us

For support issues, our customers are able to call 0161 820 8353 during business hours on 0161 820 8353. At all times, including out-of-hours, customers can email support@keshercommunications.com and we'll respond as quickly as possible. Live chat is also available on our website most of the work day.

3. Our Fees

We will always provide clear pricing to all our clients at point of sale. Pricing is also available upon request from our Customer Service team.

4. Minimum Term

Where a customer has provided their own VoIP equipment, the minimum term will be one calendar month. We also offer a leasing service where we simply charge a setup and shipping fee. If we have leased equipment to you, there will be a twelve month minimum term.

5. Emergency calls

5.1. We shall provide access to 999/112 public emergency call services and shall take all reasonable steps to provide uninterrupted access to such services. However it is possible that the Services may become unavailable as a result of things over which we have no control, for example, failures of Your internet service provider (ISP) or internet connection. In such circumstances all services (including 999/112 public emergency call services) will be unavailable.

5.2. Since our platform can be used from any location with a suitable broadband connection, if you make an emergency call may not be able to provide your phone number and location details to the operator of 999/112 public emergency call services. You may have to provide Your location information and phone number verbally to the operator.

5.3. If the Services are to be used principally at a single, fixed location, you must register with us the address of the place where the service will be used, in order to assist emergency services organisations.

6. Number Portability

6.1. As ITSPA members, we provide number portability.

6.2. Where possible, we provide Caller ID on all our services free of charge.

6.3. A list of itemised calls is available on your Online Account free of charge.

7. Complaint Procedure

7.1. You can contact us: by email to supportteam@keshercommunications.com or by telephone +44 330 088 4800.

7.2. We shall respond to all complaints within 5 working days.

7.3. We will treat your complaint with fairness and respect.

7.4. If you are still not happy, you can approach the following organisations:

7.4.1. If you are still unhappy with the outcome, after a period of 8 weeks or if we’ve investigated the problem fully but reached a deadlock, you have the option of referring your complaint to the Ombudsman Services for independent consideration. Ombudsman Services is an independent dispute resolution service for communications providers and their customers. This is the last point of contact if customers are not satisfied with the service or with the complaints procedure. The Ombudsman will make an independent decision based on the merits of your complaint and we are legally bound to comply with their decision. The Ombudsman can be found here.

7.4.2. We are regulated by Ofcom http://www.ofcom.org.uk/, the independent regulator and competition authority for the communication industries in the United Kingdom. Ofcom can be contacted by post to Ofcom, Riverside House, 2a Southwark Bridge Road, London SE1 9HA, or by calling 0300 123 3333 or 020 7981 3040; and

7.4.3. We are a member of the Internet Services Provider Association ("ITSPA") and subscribe to the ITSPA Code of Practice. ITSPA can be contacted by post to ITSPA Secretariat, 11 Buckingham Palace Road, London SW1W 0WQ, by email to admin@itspa.org.uk or by calling +44 (0)20 7340 1422.