1. Document Introduction
The purpose of this Code of Practice is to inform our customers of their relationship with Village Networks, the services Village Networks offer and provide useful information to enable customers to deal with problems if they arise.

2. About Village Networks
Village Networks has pioneered the development of broadband in rural communities and has already launched service in 5 communities in north Buckinghamshire.  It has been operating wireless broadband networks for more than 18 months.  System expansion has been speeded by the allocation of grant from SEEDA through the Bucks Broadband Implementation Group (BBIG). Established in 2001, Village Networks provides broadband services around north Bucks and franchise solutions for other communities. 

For more information about Village Networks please visit our website at www.villagenetworks.co.uk

3. Contact Details
All Enquiries: Tel 07005 938 837 Or email via this website.
In common with many other companies, we monitor a proportion of all communications to ensure that our customers are getting the standard of service they are entitled to expect. This allows us to identify training needs and improvements to our service.

4. Range of Services
Village networks offer a range of services to businesses and residential customers. Details of products can be found on the website.
Our customers benefit from advanced infrastructure, creative vision and solid experience in the wireless industry.  The portfolio of products span from a single home user in one of our service areas to entire communities where we provide broadband services.

5. Customer Services
All customer service matters are dealt with via our support portal, located at http://support.villagenetworks.co.uk

6. Data Protection
We comply with all relevant data protection legislation.

7. Complaint Handling Process
We take all complaints from customers very seriously.  If you wish to complain please use the support portal detailed in section 5 above, or call us on the helpline number detailed in section 3. 

8. Dispute Resolution Procedure
We are committed to providing you with excellent customer service. Most issues should be able to be resolved on the telephone or by email. We realise that sometimes things do go wrong however, and when they do, we want to put them right as quickly as possible.
If you are not happy with the response you receive you may ask for the matter to be referred to the appropriate director for further investigation.
If you remain unhappy with the proposed outcome, there are a number of options you may wish to consider. However, we believe that it is in the interest of both parties to try to resolve any dispute without outside assistance.
Ofcom
You may wish to refer your complaint to the Office of Communications (Ofcom).
You are also free to take your case to court.
Details of Ofcom and other bodies are available at the end of this document.

9. Communicating with Customers
This code of practice is available on our website
Customers requiring the Code of Practice in a different format should contact us using the Enquiries number above.

10. Approval and Review of the Code of Practice
Village Networks will amend and reissue the Code of Practice following any changes to the information it contains. Please check this website regularly for updates

11. Other Useful Contact Information
If you have a complaint that you have been unable to resolve with Village Networks directly, you can contact Ofcom.

If you wish to submit your complaint in writing, please use the postal or e-mail addresses below:

Office of Communications (Ofcom)
Following changes to the UK telecommunications regime, Oftel will join with other regulators to form Ofcom. Contact details for complaints to Ofcom will be published on the Ofcom website:
www.ofcom.org.uk

ICSTIS
ICSTIS, the Independent Committee for the Supervision of Standards of Telephone Information Services, is the industry-funded regulatory body for all premium rate charged telecommunications services.
ICSTIS
FREEPOST
WC 5468
London SE1 2BR
Telephone: 0800 500 212
Fax: 020 7940 7456
website:www.icstis.org.uk

12. Further Information
Nothing in this Code of Practice detracts from your statutory rights, nor does anything it contains form part of any contract between Village Networks and a customer. The telecommunications services described in this Code are subject to availability and may be modified from time to time. This Code of Practice is published by Village Networks Ltd.

14. Version Information
This version of the Code of Practice was produced on Wednesday, 10 March 2004. The most recent version is published on the our website.

15. Web site terms of use
All Village Networks websites are subject to the terms of use.