aboutus

Customer contact

WorkAir Telecom wants to ensure that the customer has a pleasant and reassuring experience whenever they come into contact with any of our sales agents.

Our agents will show discretion when they visit consumers’ premises, particularly in the hours of darkness. We do not visit premises outside the hours of 9am and 8pm.

We do not call customers outside the hours of 8am and 8pm, unless at the customer’s request.

Our agents who visit consumers’ premises must be issued with identity badges that clearly display the name of WorkAir Telecom.

Our agents will immediately identify themselves, giving their full name and that they work for WorkAir Telecom. They will also explain that WorkAir Telecom is a business telecoms provider, why they are calling and the expected call duration. If visiting or meeting in person, they should draw the customers’ attention to their identity card immediately.

Our agents will be courteous, use appropriate language and offer clear and straightforward explanations. They will use only the material that WorkAir Telecom has provided them to explain the service to the customers including how the service may include the provision of network services by other companies.

Our agents will not misrepresent the services of WorkAir Telecom or any other company and will provide factual and accurate information

Our agents will check that you understand that you are entering into a contract with WorkAir Telecom Our agents will cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long. If the customer requests it, the representative will end the discussion immediately and leave the premises immediately.

The representative must confirm that the sale is being made to a customer who is a decision-maker for the business.

How you enter into a contract with WorkAir Telecom

You may enter into a contract for WorkAir Telecom services in three separate ways:

In writing (when our representative visits the customer’s premises or when the customer visits a high-street shop selling WorkAir Telecom services); or

Verbally (when the customer has agreed over the phone to take the WorkAir Telecom service).

By signing up on the WorkAir Telecom website (www.WorkAir.com)

When the customer enters into a contract for our services over the phone (either through being called by WorkAir Telecom or by calling WorkAir Telecom)

During the telephone conversation, the WorkAir Telecom agent will ask the customer to confirm that they understand the following points:

I understand that WorkAir Telecom is an independent company and not part of British Telecom

I understand that WorkAir Telecom will bill me for my call charges and BT will continue to any BT services to which I have subscribed

The representative has explained to me the benefits of WorkAir Telecom and has advised me of the process over the next two to three weeks
I am aware there is a 12 month/24 month minimum contract term.
We record all calls for training and quality assessment purposes.

The WorkAir Telecom representative will ask the customer to confirm that they have the authority to change telecommunications provider for the telephone number concerned.

After the customer has agreed to take a WorkAir Telecom service

Every customer will receive a WorkAir Telecom information pack either when they sign the contract or, if they sign up on the phone, within seven working days.

Every customer will receive a letter which contains the following information:
Date of notification
CLI(s) affected
List of services affected/unaffected

Date of switchover
We aim to complete the process from agreement to the service going live within a total of 30 working days. We reserve the right not to enter into agreements.

Consumer protection and other legal requirements
We comply with all applicable consumer protection legislation and other legal requirements.

Customer service
Our customer service agents are able to help with all your queries including products, billing and tariffs. Where possible, we will respond to your enquiries within 2 hours. Our service centre is open to deal with your enquiries from Monday to Friday between 8.00 am and 6.00 pm.

If you have any service enquiries please call us free on 0330 0539 114 .
Alternatively, you may write to our customer service centre at: WorkAir Telecom

Workair, Southmoor House, Southmoor Industrial Estate, Wythenshawe, M23 9XD

Or

e-mail us at: contactus@WorkAir.co.uk

Cancellation
If you wish to cancel your WorkAir Telecom service you can do this without any cost or charges at any time within 7 days of the date you sign or agree to the terms of the Contract (not the date you are connected to the service). If you exercise this right you must within 5 days of cancellation return at your own cost all equipment we provided to you unused and in its original packaging. We advise that you do this by courier or guaranteed mail as we have no responsibility for any lost or undelivered equipment. If you do not return the equipment in this way, you can still cancel, but you will be responsible for the replacement cost of the equipment, all charges incurred and any enforcement costs (including legal costs).

If you choose to cancel after this 7 day period, your rights and obligations are set out in your Contract.

Some services take a little time to cancel, as they require us to work with special industry processes. When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide