JT Customer Promises

Our promises to you.

We want to make sure your experience with JT is a positive one and we want to give you the best service we can which you can trust and depend on. We hope that everything goes well for you as a customer, but we know that sometimes it doesn’t. So this leaflet will explain how we do things and our commitments to you, as well as what to do should you have a problem.

Our promises to you are;

• To be clear with our products & pricing.

• To protect your personal information.

• You can have confidence in how quickly we will connect your service.

• You can have confidence in how quickly we will respond to an issue.

• To always be there for you with easy to use self-service tools across all devices.

• To try to help you if your personal circumstances change.

• To listen to your feedback and take your complaint seriously.

We think we’ve covered most things here, but if you still need help there’s lots of ways we can help you. You may find the quickest way to get the answers you need is online. Our support pages, including JT Help and the JT Social Facebook pages can be accessed at www.jtglobal.com.

Please note this code of practice doesn’t affect your legal rights. It doesn’t form part of your contract with us. Some of the services and prices may change from time to time. Keep up to date at www.jtglobal.com. Our current and previous Terms and Conditions can be viewed at www. jtglobal.com/termsandconditions.

1.

Advertising,

Prices

Terms & Conditions

We promise to...

9 Not to be misleading with our advertising.

9 Have clear and easy to understand pricing in our in-store literature and on our website.

9 Explain in everyday language without using jargon.

9 Explain the terms and conditions before you sign up to any contract.

9 Give you a 14 day cooling off period in case you change your mind.

and

3. Connecting your

service

We want to make sure you can get your services up and running as quickly and easily as possible. To connect or move a service can take up to 15 working days if your property doesn’t have available fibre. Moving house can be such a stressful time and we want to keep you connected whilst it’s all happening.

If you order or move a landline and/or broadband service, we promise…

To connect your landline or broadband service within 5 working day or 15 working days if engineering work is required * (unless you’d prefer a date beyond that time frame).

4. Fixing a fault

We hope you’ll never experience any issues, but things do go wrong occasionally. Sometimes in can be simple as rebooting your router, other times our engineers may need to come to your property, but we’re here to help.

If you have a fault affecting the service on your landline, broadband or mobile service, we promise…

To fix your landline or broadband service within 2 Working Days.

9 Inform you of any change to your fixed term contract 60 days in advance, and at that time, give you the opportunity to break your contract without penalty and just pay for any equipment.

2. Personal Data

We promise to...

9 Keep your personal information safe.

9 Only to use your data for the purpose it was collected.

9 Only retain your data for a necessary limited period and then erase.

If you switch your landline and/or broadband service to JT, we promise…

To switch your landline or broadband service within 5 Working Days.

Our promise

If we take longer than we promised, we will automatically pay you £5 for the missed activation date and £5 for every full day thereafter until activation.

Top Tips

i) This is what we need to know to be take your order;

– Your JT account number

– The services that you’d like moved.

– Your new address.

– Whether your new home is a ‘newly built’ property.

– The date that you’d like the services moved.

– Your email address

i) Please help us by giving us at least 15 days’ notice so that we can have your services ready.

i) If you have a mobile with JT, ask for some extra FREE mobile data whilst you move.

Our promise

If we take longer than promised we will automatically pay you £8, and £8 for every full day the fault is not resolved.

Top Tips

i) If you are experiencing issues with your service, take a look at jtglobal.com/help to see lots of helpful information / videos which could help you get back online.

i) If you can’t get it working, log a fault at jtglobal.com/contact or log-on to your JT My Account app for even faster fault logging 24/7

NOTE: 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.

5. Contacting us

We aim to make it as easy as possible for you to get in touch when you want to and in the way you prefer.

6. Problems managing your account

If you are experiencing higher bills than normal, we promise to:

• Take appropriate steps to alert you when you are reaching and/or have used your data usage allowance.

We promise to: Opening

8am – 6pm, Monday to Saturday.

• Provide a JT Mobile App so you can actively monitor your usage.

• Offer to apply caps on your account for mobile data to help you stay in control.

If you are struggling to pay and you contact us, we promise to:

8am – 6pm, Monday to Saturday.

• Support you and discuss other ways for you to pay with a repayment plan which will allow you to split payment over several months.

• Do everything possible to avoid disconnecting your telephone service.

8am – 6pm, Monday to Saturday.

8am – 6pm, Monday to Saturday.

If you do not pay your bill and don’t make contact with us, the following may happen:

• Apply a late payment fee to your account.

• Send you a reminder stating that you must pay the full amount within 14 calendar days.

Your order will be ready for collection in-store within 1 working day or delivered to you within 2 working days.

8am – 6pm, Monday to Saturday.

• Restrict your ability to make outgoing calls if you do not make the payment by the given date.

You can make orders: 24/7 Collect in store: 9am – 5.30pm Mon – Sat We deliver: Mon - Fri.

• Fully disconnect your service and will not reconnect it until we have received full payment. At this time, we may forward the account debt to a third party collections agency. To have the services reconnected you will need to apply for a new service with Direct Debit set-up as mandatory and connection fees are applicable.

We really don’t want to do this, so please just talk to us and we can help.

7. Complaints & compliments

Whilst we aim for the highest standards of service, we also know that there are times when expectations are not met. We of course try to ensure that all our customers are pleased with their experience and we value feedback whether positive or negative.

When there is a need to complain, please be assured that your comments will be listened to and taken seriously.

We aim to learn from any mistakes and to respond to concerns in a caring and sensitive way. We will deal with matters with courtesy and promptly so that the problem is resolved as quickly as possible.

1. We’ll try to fix the issue straight away.

If we run into problems, we’ll tell you what we are going to do and when to expect an update.

We promise to get in touch within 2 working days from the day we receive the complaint and aim to have it resolved within 28 days.

2. An agreement or resolution is found, or you can ask to escalate your complaint.

You can do this at any time. But please let us try to sort things out first.

You can escalate for a second time. If you do this, we’ll carry out a final complaint review.

3. We’ll close your complaint.

If we’ve fixed your problem, do not hear from you within 28 days of the complaint resolution or final complaint review being offered, we’ll mark your complaint as closed.

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.

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