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Contact us account holder or authorised signatories. Should you wish to authorise other people to discuss your account with us please contact us and we will advise you of the procedure. Requests for an account itemisation printout or copy invoice can only be requested by the account holder or authorised signatories and proof of identity will be required prior to the request being processed.

Independent Help and Advice If a resolution to your complaint has not been achieved within 3 calendar months, or you are dissatisfied with the outcome, you may refer the matter to the Channel Island Competition and Regulatory Authority (CICRA). Alternatively, you may wish to seek advice from independent bodies, such as Citizens Advice, Consumer Council/Group or Trading Standards.

Contact details Jersey: CICRA: www.cicra.je email: info@cicra.je Citizens Advice Jersey: www.cab.org.je email: advice@cab.org.je Jersey Consumer Council: www.jerseyconsumercouncil.org.je email: jcc@jerseyconsumercouncil.org.je

livechat using your free ‘JT My Account’ app JTHelp @JTGlobalHelp JTSocial

www.jtglobal.com w Click ‘HELP’ C

Email home@jtglobal.com fault.reporting@jtglobal.com mobile.services@jtglobal.com

Phone P 01534 882 882 0 Livechat with us

Trading Standards: www.gov.je/tradingstandards email: tradingstandards@gov.je

Contact details Guernsey: CICRA: www.cicra.gg email: info@cicra.gg

JT Voice

We’re interested to hear your views. Search ‘JT Voice’ at www.jtglobal.com to join today.

We’re better with your voice

Citizens Advice Guernsey: www.cabguernsey.org tel: 01481 242266 Guernsey Consumer Group: www.consumer.org.gg email: telecoms@consumer.org.gg Trading Standards Service: www.gov.gg email: ts@commerce.gov.gg Your Statutory or Common Law Rights are not affected.

Je_Custprom_August2018_V3

Our promises to our customers Every customer is important to us and this leaflet helps explain our customer promises and what you can expect from JT.


Our Customer Promises

IF YOU... Purchase a product or order a service from us

OUR PROMISE IS...

OUR GUARANTEE...

To offer you a great service, value for money and a ‘no quibble’ return policy.

Any item purchased from us in one of our retail stores and returned in the same condition within 7 days, (including the packaging, your receipt of purchase and documentation), will be fully refunded. If you are not totally satisfied with the service you have ordered, you will have 14 days to cancel it and you will not be charged.

Order a landline and/or broadband service

To connect your landline or broadband service within 15 Working Days (or on a preferred action date if requested outside of the 15 Working Days).

If we take more than 15 Working Days to connect your landline or broadband service, we will pay you £5 for every day we are delayed, up to the value of £100.

To switch your broadband connection, in Jersey, from copper to fibre in no longer than 12 weeks from the date of your first appointment.

If we take longer than 12 weeks from the date of your first

Have a service affecting fault on your landline, broadband or mobile service

To fix your service affecting fault within 2 Working Days after the day of it being reported.

If we take more than 2 Working Days to fix your fault, we will pay you £5 for every day the fault is not resolved, up to the value of £100, where it is proved to be a JT service fault.

Have an enquiry, complaint or compliment

To respond to any general enquiry you make via email within 2 Working Days and posts to Facebook and our Twitter feeds within 8 working hours.2

We will actively monitor our call answering and call back service, our inboxes and JTHelp channels during working hours/or at times our Contact Centre is open.

We aim to answer 80% of calls within 40 seconds.3

Our Customer Services team will do all they can to resolve your complaint. If you let us know when you receive great service, we’ll pass it on to the member of staff concerned and their Manager.

To respond to any complaint or compliment you make within 2 Working Days.4

Are experiencing higher bills than normal

To take appropriate steps to alert you when you are reaching and/or have used your data usage allowance. To provide a JT Mobile App so you can actively monitor your usage. To work with you to discuss and offer you a repayment plan which will allow you to split payment over several months. To do everything possible to avoid disconnecting your telephone service.

switchover fibre appointment in Jersey, we will pay you a £50 one-off refund.

If you do incur unusually high usage charges, we will investigate each individual case and will advise you of a tariff more suitable to your usage if applicable. We may provide a one-off credit, at our discretion, if the charges relate to your previous bill (but not bills predating this) and you have not received a credit previously for a similar occurrence. If payment is not received and there is no history of previous non-payment, we will try to contact you by phone before we restrict your services/account in any way.


Important information Factors beyond our control

Unpaid Bills

We are not liable for any matters beyond our reasonable control, including fire, lightning, explosion, war, disorder, flood, industrial disputes (whether or not involving our employees), severe weather, act of God (uncontrollable natural forces), acts of Government, acts of cyber crime, epidemics or matters caused by anything a customer or a third party does or fails to do.

If your bill is not paid as expected, we will act as follows:

Working Day For the purposes of this document, a ‘Working Day’ means 8.30am – 5.00pm, Monday – Friday and excludes local Bank Holidays.

JT Responsibilities (Demarcation Points) L Copper: In Jersey we own the service and equipment up to the first telephone point in your property. In Guernsey, the service and equipment is owned by Sure and provided to JT under a Wholesale Agreement. L Fibre: We own the service and equipment up to and including the Tilgin router (or any other router provided by JT for use with the service). We are not responsible for the provision and/or maintenance of extension wiring and/or additional socket outlets. Such extension wiring and/or socket outlets where provided must conform to the relevant standards required by JT and must only be connected to a Service via the NTU (Network Termination Unit) or ONT (Optical Network Termination) as appropriate. The whole of the Telecommunications Apparatus shall remain the property of JT and shall solely and exclusively be maintained, replaced and/or moved by JT.

L 30 days after the date of the bill, we will send a reminder stating that you must pay the full amount within a further 14 calendar days from the date of the reminder. L If you do not make the payment by the given date we will restrict your ability to make outgoing calls. L However, if we have still not received payment within a further 7 calendar days of restricting your service, we will fully disconnect your line and will not reconnect it until we have received full payment. To have the line reconnected you would be required to sign up to the service again and connection fees would apply.

Minimum Term Some services are provided on a minimum term contract, which means that if you disconnect your service within your contract period, service charges will be applied for the remainder of the contract period.

Confidentiality Any information you provide us with will be kept confidential and subject to the laws of Jersey and Guernsey on the protection of personal data (Data Protection (Jersey) Law 2018) (Data Protection (Bailiwick of Guernsey) Law 2017). We will safeguard the privacy and confidentiality of all messages (including voice and data) transmitted over our network, subject to the relevant laws of Jersey and Guernsey. For quality control, security and training purposes, and as a record of the conversation we have with you, calls into our contact centre are recorded and may be monitored. It is our policy to only provide information about an account to the

account holder or authorised signatories. Should you wish to authorise other people to discuss your account with us please contact us and we will advise you of the procedure. Requests for an account itemisation printout or copy invoice can only be requested by the account holder or authorised signatories and proof of identity will be required prior to the request being processed.

Independent Help and Advice If a resolution to your complaint has not been achieved within 3 calendar months, or you are dissatisfied with the outcome, you may refer the matter to the Channel Island Competition and Regulatory Authority (CICRA). Alternatively, you may wish to seek advice from independent bodies, such as Citizens Advice, Consumer Council/Group or Trading Standards.

Contact details Jersey: CICRA: www.cicra.je email: info@cicra.je Citizens Advice Jersey: www.cab.org.je email: advice@cab.org.je Jersey Consumer Council: www.jerseyconsumercouncil.org.je email: jcc@jerseyconsumercouncil.org.je Trading Standards: www.gov.je/tradingstandards email: tradingstandards@gov.je

Contact details Guernsey: CICRA: www.cicra.gg email: info@cicra.gg

Citizens Advice Guernsey: www.cabguernsey.org tel: 01481 242266 Guernsey Consumer Group: www.consumer.org.gg email: telecoms@consumer.org.gg Trading Standards Service: www.gov.gg email: ts@commerce.gov.gg

1) If we are waiting on an action from you which extends the time to connect, the time will stop and then resume once your action is complete. 2) This excludes any malicious, offensive or spam calls, emails or social posts. 3) We will normally keep records for three years after a customer disagreement or complaint.

Your Statutory or Common Law Rights are not affected.

JT Customer Promises  
JT Customer Promises