Aviators Network provides Internet solutions to business and private customers
throughout the UK.
Purpose of the Code
This code of practice is intended for our residential and small
business customers. It explains what products we offer you, how
to purchase these products, the standard of service you can expect from
us, and how you can complain if you feel that we have not met that
standard of service.
How to obtain a copy of the Code
This code of practice is published on our website at
www.aviators.net. Additional copies are available on request and
free of charge to any customer, by writing to us at the address
below. This code has been approved by Ofcom.
Aviators Network products and services
For full details of our products and services are available on this website.
Our services to residential and small business customer include:
Broadband
Aviators Network Broadband provides business and residential users with
a permanent, high-speed connection to the Internet using a BT analogue
phone line, and allows you to continue making and receiving standard
voice calls while you are online. You can purchase these services
online via the above web-sites
Server Hosting
Aviators Network Hosting solutions have been designed for organisations
whose websites require the highest level of reliability/availability,
functionality and performance, but who may not want the financial and
operational burdens associated with managing their own
hardware/software, dedicated internet connections and technical staff
Dial-up services
Aviators Network offers various dial-up services via the customer’s modem including pay-as-you-go, or unmetered services.
Web-Hosting
Aviators Network offers domain name based web-hosting and spam services via its various web-sites as above
Customer Enquiries and Ordering
For enquiries, product information, pricing or to order or amend your services, please call or visit our website:
Phone: 0870 7425398
Website: www.aviators.net
Contract Terms
Before we provide you with any product or service we will expect you to
accept our terms and conditions. Terms and conditions including any
minimum contractual periods for all of our products are available on
our web-site.
Fault Handling
Aviators Network has a pro-active approach to fault detection,
identification and clearance and we typically identify most network
faults before we receive any customer reports. This enables
Aviators Network to locate and clear the problem more effectively,
reducing the impact of any fault on our customers. If you do
encounter a loss of service or fault on equipment managed by Aviators
Network, you can contact Aviators Network on the following number:
General Fault reports: 0870 742 5398
Each product has a dedicated Help Desk to allow customers to reach appropriate expertise quickly and effectively.
Billing
You will be notified of any price variations in accordance with your contract for the products you have purchased.
Aviators Network can provide itemised billing upon request.
Invoices will indicate a due date when payment must be made. This
is 30 days from date of invoice unless otherwise indicated in your
contract.
Your payment options are specified in our offer of service. These
will normally include cheque, credit/debit card or BACS. Please
e-mail
if you wish to change or discuss your
payment method.
If your payment is not made on time, we will send you a reminder.
If we do not receive payment after 60 days, we may withdraw your
service.
Should you have any difficulties in making payments, please contact our Billing Department
Support and Maintenance
We will provide ongoing maintenance in respect of the Service supplied
to you. Because of this purpose there will be some occasions when you
will not be able to access the Service. We will keep these occasions to
a minimum. Support services are only available in respect of some of
the Services, and you will have to decide accordingly which service is
best for you. We shall not be liable for any consequential losses you
may suffer. You will not be eligible for any compensation in the event
of not being able to use the service. This also applies is the service
is curtailed because of a failure, suspension or withdrawal of all or
part of the service. We may change the service at any time.
Termination
You may terminate your agreement with us at any time. Simply give us 30
days notice in writing, by recorded delivery, for the attention of the
"Accounts Department". In the event that you decide to terminate your
account you must inform us in writing, by recorded delivery post to the
"Accounts Manager" at least 30 days before the last payment you wish us
to take. No refunds or part refunds will be given for any payments
taken.
Customer Complaints
Aviators Network continually strives to improve the way we serve our
customers. We can handle your service issues in various ways,
ranging from quick complaint handling to acting on customer feedback
from direct contact.
In the first instance you should register your complaint with Aviators Network
Website Content
If you wish to complain about content hosted by one of our customers
please report it to
or by fax to 01727 834759
Unresolved Complaints
If you are unsatisfied by the response you may request that your
complaint is escalated, whereby you will follow our internal escalation
procedure until you receive a satisfactory, or final response
Further Escalation
A complaint that is unresolved can be referred to the Office of the
Telecommunications Ombudsman (Otelo) twelve weeks after first making
the complaint, or if Aviators Network issues a “deadlock” letter.
Otelo is an independent alternative dispute resolution scheme approved
by Ofcom.
Data Protection
We are committed to protecting any personal information we may hold
about you. Aviators Network will never use your personal data in
such a way as to breach the Data Protection Act or any other relevant
UK legislation
Acceptable Use Policies
In common with other service providers, we have acceptable use policies
(AUPs) which specify the standard of behaviour we expect from our
customers when using our services. If you breach these AUPs we
will bring this to your attention. Serious or persistent breaches
of our AUP may result in withdrawal of your service. Copies of
these policies can be found at:
www.aviators.net under Legal
Customer Cancellation
The ability to cancel your agreement depends on the service which you
have purchased and the Terms and Conditions applicable to that
service. If you are unsure please contact our Billing Department
on 08707 425398 or e-mail
External Organisations:
OTELO
OTELO, the Office of the Telecommunications Ombudsman is an independent
company providing free of charge complaint investigations. Otelo is
approved by the communications regulator, OFCOM
Contact Details
Otelo
PO Box 730
Warrington
WA4 6WU
Tel: 0845 050 1614
Fax: 0845 050 1615
Web: www.otelo.org.uk
Email:
OFCOM
OFCOM, the Office of Communications,is the new regulator for the
converged communications industry. If you require further
information on the role of Ofcom, please contact:
Contact Details
Office of Communications
Riverside House
2A Southwark Bridge Road
London SE1 9HA
Tel: 0845 456 3000
Fax: 020 7981 3333
www.ofcom.org.uk
Email:
ICSTIS
If you have a complaint about premium rate services you should contact
ICSTIS, the Independent Committee for the Supervision of Standards of
Telephone Information Services. ICSTIS is the industry-funded
regulatory body for all premium rate charged telecommunications
services. It regulates the content and promotion of services
through a Code of Practice. ICSTIS investigates complaints and has the
power to fine companies and bar access to services. ICSTIS
investigates complaints about any promotion or service involving the
use of a telephone connection including Internet or interactive TV) to
make a premium rate call.
Examples are:
• Services which start with the numbers 090 xxxx
• Directory Enquiry (DQ) services operating on 118 xxx
• International services commencing +00 xx
• SMS text messages charged at a premium
• Information services (such as traffic and weather report services) on mobile telephone short codes
Contact Details
ICSTIS
Clove Building, 4 Maguire Street,
London, SE1 2NQ
or
ICSTIS
FREEPOST, WC 5468,
London SE1 2BR
Freefone: 0800 500 212
Fax: 020 7940 7456
Web: www.icstis.org.uk (online complaint form)
