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Ofcom code of practice

Waitrose.com subscribes to the Office of Communications (Ofcom) Consumer Code of Practice. This ensures we are clear about our range of internet services and have a full and fair policy for dealing with any problems you may have. Visit Ofcom for more information.

Follow this link if you would like to contact us or find out more about our range of internet services.

Waitrose.com Consumer Code of Practice and Dispute Resolution Procedure

1. Introduction

Waitrose.com is a provider of internet services. We enable customers ("you") to access the worldwide web and we provide email address and mailbox facilities. Access to the worldwide web may be by way of dial-up or broadband connection. Access to email may be by dial-up or broadband connection, (or Webmail.)

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2. Purpose of the code

The purpose of this code is to advise you of Waitrose.com's philosophy, its range of services and how we can be contacted.

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3. Waitrose.com's philosophy

Waitrose.com's philosophy is to provide straightforward internet access to our customers combining speed, reliability and above all, simplicity.

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4. Range of services

Waitrose.com provides internet access, email addresses and webspace. The details of the products available, including methods of access, numbers of addresses, amount of webspace and tariffs for each service can be accessed via Waitrose.com's website, our "homepage").

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5. Customer service

5.1 Our service

We provide internet access via dial-up and broadband services.

5.2 New or additional services

Customers can sign up for new or additional services on-line via the homepage. New or enhanced services will be advised to customers by email.

5.3 Service or billing problems

If you have service or billing problems you can contact the company by phone, by email or by letter. Contact details are set out at point 8, below, and can be accessed via the homepage.

5.4 Cancelling your service

If you wish to terminate your agreement with us you may do so by calling the Customer Service department.

Contact details are set out at point 8.

Waitrose.com may terminate your service in the following circumstances:

1. at any time for non-payment of any payment due;

2. at any time and with immediate effect (without refund) if you abuse or use the service for illegal purposes or if you breach our Terms and Conditions.

These can be accessed via our home page or can be obtained by writing to us at the address given at point 8.
Full details regarding termination are contained in our terms and conditions of service which can be accessed via the homepage.

5.5 Customer billing

We bill you in accordance with the terms that you sign up to for the service, i.e. monthly or annually. We send out invoices by email to your Waitrose.com email address seven days ahead of the due date (for Plusnet customers invoices will be sent to the email address provided on your account). Hard copy invoices are available by post, on request. You can settle the invoice by Direct Debit, credit card or debit card. Direct Debit, credit card and debit card details can be input online through the My Account web pages, accessible via the homepage.

Waitrose.com will pursue all routes available to it to recover outstanding debt.

We will send out reminder letters to follow up outstanding invoices. We will send these by email to your Waitrose.com address and by mail to the address we have in your account details (for Plusnet customers invoices will be sent to the email address provided on your account). We may suspend your service at any time for non-payment. We may instruct solicitors to recover outstanding debt.

5.6 Service pricing

Waitrose.com's policy is to price all products at a competitive rate for the service provided. Prices for each of our services are available via the homepage.

5.7 Fault repairing

From time to time you may encounter problems with the service. This may be as a result of problems with our equipment or network, with equipment on your premises or the connection from your telecoms provider. If you experience a problem with the service you can contact our technical support service. They will establish with you the cause of the problem. They will repair the problem if it is with our equipment. They will advise you how to repair the equipment or software if it is on your premises or will suggest who you need to contact.

5.8 Complaints

If you have a complaint about the way we have handled any aspect of your account or the way you have been treated when contacting the technical support or customer service desks you may write detailing the nature of the complaint to: Waitrose.com, The Balance, 2 Pinfold Street, Sheffield S1 2GU.

5.9 Disputes

Where there is a dispute between us, which cannot be resolved, you have the right to refer the matter for arbitration. Waitrose.com is a member of ISPA and has agreed to adopt the Communication and Internet Services Adjudication Scheme (CISAS). This is a dispute resolution scheme connection by ISPA and operated through the Chartered Institute of Arbitrators. Domestic and small business customers will not be charged for the cost of the arbitration for any dispute which is referred to CISAS. Contact details for ISPA and CISAS are set out at paragraph 8. Contact details for the industry regulator, Ofcom, are also set out at paragraph 8.

In order to refer a complaint to CISAS you should go to the consumer area of ISPA website and complete the online complaints form.

6. Customer rights

6.1 Data Protection and Privacy Policy

Waitrose.com recognises the importance of your privacy. We use personal information that we collect from customers in accordance with strict procedures. We comply with the Data Protection Legislation and are registered with the Data Protection Registrar.

Full details of our privacy policy are available through our homepage or by writing to us.

6.2 Changes to our Privacy Policy

We may make changes to our Privacy Policy from time to time. Your continuing use of the Waitrose.com Website and of our services indicates your agreement to the use of your personal information as set out in this Privacy Policy.

6.3 Terms and Conditions

Copies of the Terms and Conditions of service are available via the Waitrose.com homepage and by writing to us.

6.4 Copies of this code

Copies of this code may be obtained by calling Customer Services on 0800 980 0018 or by writing to us at the address in paragraph 9.

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7. Spam and virus protection

We recognise that two of the biggest concerns customers have about email are the amount of spam they receive and the risk of reviewing a virus. We provide anti-spam and anti-virus protection.

7.1 Spam

We have developed a filtering system which screens out emails based on certain criteria and places them in another mailbox. Details of how to activate this are available via the homepage.

7.2 Viruses

We screen all incoming emails for viruses. Incoming emails with viruses are deleted and will not reach your mailbox.

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8. Social Responsibility

Waitrose.com aims to adhere to the highest standards of behaviour as an ISP, both commercially and by way of social responsibility.

8.1 Industry Association Membership

We are members of various industry associations and aspects of our activities are regulated by industry organisations, as set out below.

8.1.1 ISPA

Waitrose.com is a member of the Internet Service Providers Association (ISPA UK). This body, established in 1995, promotes competition, self regulation and development of the Internet industry. Membership of this Association is voluntary and by becoming a member of it we have agreed to abide by the ISPA UK code. The text of the code can be accessed through the ISPA UK website at www.ispa.org.uk.

8.1.2 IWF

Waitrose.com subscribes to the Internet Watch Foundation (IWF). The IWF, in partnership with ISPs, telcos, mobile operators, software providers, police and government, works to minimise the availability of illegal internet content particularly child abuse images. It deals with reports of potentially illegal internet content such as websites, newsgroups and on-line groups that:

Contain images of child abuse anywhere in the worldContain adult material that potentially breaches the Obscene Publications Act in the UK.

Contain criminally racist material in the UK.

8.2 Disabled customers

Waitrose.com is aware of its legal and moral obligations to disabled customers. Copies of this code of practice in larger print are available by post from us. Our web developers are working continually to improve the accessibility of our sites to disabled customers.

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9. Contact details

Waitrose.com's contact details are:

The Balance
2 Pinfold Street 
Sheffield
S1 2GU

For our full contact details, follow this link.

Calls may be monitored and recorded for training and quality assurance purposes.

Our fax number is: 0870 460 2517.

You can find answers to most support questions, along with installation instructions and other useful documents on our support site. By selecting the operating system of your machine, then your product, you will be given step-by-step help pages, with screen images and instructions covering a whole range of support topics.

Contact details of other industry bodies are:

Organisation

ISPA

email: admin@ispa.org.uk
telephone: 020 7233 7234
23 Palace Street,
London
SW1E 5HW

IWF

email: admin@iwf.org.uk
01223 237 700
5 Coles Lane,
Oakington,
Cambridgeshire,
CB4 5BA

CISAS

Email: info@cisas.org.uk
Internet: www.cisas.org.uk
Tel: 020 7520 3814
Fax: 020 7520 3829
24 Angel Gate
City Road
London EC1V 2PT

Ofcom

email: contact@ofcom.org.uk
020 7981 3040
Ofcom Contact Centre,
Riverside House,
2a Southwark Bridge Road,
London,
SE1 9HA

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10. Approval and Review of Code

The maintenance of this code is the responsibility of Waitrose.com. It is Waitrose.com's responsibility to review the code on a regular basis and to ensure that it reflects Waitrose.com's commitments to its customers and complies with Ofcom requirements.

If the code is updated to reflect a change in policy the updated version will be published on our website and can be accessed via the homepage.

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