Codes of Practice

Consumer Codes of Practice

Purpose of this Code of Practice

The code informs you about our products, services, and customer care policies. We have prepared it in line with guidance published by Oftel (the regulator, which is now Ofcom) on 15th August 2003.

Our Commitment to you:

Whilst we may not provide all the component parts of our services ourselves we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

We are committed to providing you with the highest quality of customer service. When we purchase our services from wholesale provider(s), we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.

How to Contact Us:

Please contact our Customer Service Team or your Account Manager:

By Phone: 01622 238 448

(From 8am until 6pm Monday – Friday)

By e-mail:

By Fax: 0844 247 4481

By Letter: 30 Turkey Court, Turkey Mill, Ashford Road, Maidstone, Kent, ME14 5PP

Or via our website:


Our Products and Services:

  • Fixed Line Voice Calls & Lines
  • Landline Telephones
  • On Premise and Hosted Telephony Systems
  • System Maintenance & Training
  • Managed Services
  • IT Services & Support
  • Data Connectivity
  • Mobile Voice Lines & Calls
  • Non-Geographic Numbers
  • CPS – Carrier Pre-Selection
  • Broadband ADSL/SDSL Lines
  • Mobile and Data Services
  • Equipment and maintenance services
  • Directory Enquires

For more details on any of our products and services, or to place an order immediately, please contact our Sales Team on 01622 238 448.

Terms and Conditions:

Details of the specific conditions relating to your contract will be set out in the documentation provided when you first subscribed to our services and are also available on our website Insert T’s & C’s PDF Downloads.

You should note that these terms and conditions are specific to the service being supplied and, for example, those for lines and calls may vary from those for data services. If you are unsure about which terms and conditions apply to your contract, please contact our Customer Relations Team on 01622 238 448


In the unlikely event that you wish to cancel the service we provide; you should write to us or e-mail us at the address below telling us that you wish to cancel and when you wish it to be effective.

There may be a charge for early termination of your contract and this will be explained to you at the point of cancellation.

Early termination charges are also set down in your Terms and Conditions documentation.


For details of our Customer Complaints Code please click here. (send to Customer Complaints on useful links page)

Price and Tariffs:

Because there are so many different rates that depend upon usage and volumes and other separately negotiated criteria, and the changes in tariffs are being updated constantly, it is not possible to publish a standard set of rates that would apply to all customers.

Our pricing structure is available from our Customer Service Team on 01622 238 448 and on our website. We will write to you in advance if we change the pricing structure on any current products and services.

Your own tariff can be obtained by emailing our Customer Relations Team on

Faults and Repairs:

If you experience a fault with any of our services, please call our Customer Service Team on 01622 238 448. We aim to have any faults investigated and repaired within 2 days. Details of our fault handling procedure can be found here.

Compensation and Refunds:

Our service provision to you is dependent upon the continued operation of the major networks, in particular, Openreach. If service is lost for any reason, we will claim compensation on your behalf at the scales appropriate to your network.

Our policy is set out in the RTF Networks Ltd Terms & Conditions.


RTF Networks will bill you monthly. We may send you a bill at any time.

Terms of payment will be detailed in our terms and conditions. Payment will be collected either by direct debit, cheque or BACS. If you wish to change your method of payment at any time, please contact our Accounts Department on 01622 238 448.

If you have difficulty paying your bill, please contact our Accounts Department on 01622 238 448 and we will try to arrange a method of payment. We will do all we can to help our customers to manage their bills and avoid disconnection.

Please refer too RTF Networks Terms & Conditions.

Data Protection:

We are registered with the Data Protection Agency to hold information necessary to supply services to our customers. Our registration number is 7216448


We work to the principles within the British Code of Advertising, Sales Promotion and Direct Marketing, which may be found on the website, We also maintain compliance with OFCOM’s General Condition 23.