broadband

Keeping you safe

Malicious calls
We understand that annoyance and distress can be caused by malicious calls and take this problem very seriously. If you are receiving malicious calls, we would like to provide you with every assistance to try to resolve the problem. This may involve working with the police and other network operators where appropriate. You should be prepared to give evidence if the caller is traced and brought to court. We may also recommend that you change your phone number and ask for this to be ex-directory if you continue to receive such calls.

To report any malicious calls to WorkAir Telecom, please contact our customer service.

Industry Regulation contacts
Office of Communications (Ofcom)
Ofcom Contact Centre, Riverside House, 2a Southwark Bridge Road, London SE1 9HA
Call: 0845 456 3000
Fax: 020 7981 3333
E-mail: contact@ofcom.org.uk
Website: www.ofcom.org.uk

PhonePayPlus
Fourth Floor, Clove Building, 4 Maguire Street, London SE1 2NQ
Call: 0800 500 212
Website: www.phonepayplus.org.uk

Telecoms Ombudsman
Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU
Call: 0330 440 1614 or 01925 430049
Fax: 0330 440 1615 or 01925 430059
E-mail: enquiries@os-communications.org
Website: www.ombudsman-services.org/communications.html

Telephone Preference Service
If you do not wish to receive unsolicited telemarketing calls, register on line at www.tpsonline.org.uk or call 020 7766 4420.

Fax Preference Service
If you do not wish to receive unsolicited telemarketing faxes, register on line at www.fpsonline.org.uk or call 020 7766 4422.

Premium Rate Services

PhonePayPlus, (formerly ICSTIS) is the premium rate services regulator. They regulate premium rate services in their entirety – their content, promotion and overall operation – through the PhonePayPlus code of practice.

The role of PhonePayPlus is to prevent consumer harm.

PhonePayPlus investigates complaints about the promotion and operation of services which involve the use of a telephone connection via a premium rate number. This includes services available on a variety of mediums such as voice (telephone), fax, Internet, mobile phone SMS and interactive TV. The potential content of these services is virtually endless.

PhonePayPlus regulates any service/promotion that is operating on one of the following number ranges:
Numbers beginning with 090 or 091;
Directory enquiry (DQ) services operating on numbers beginning with 118; and
Reverse-billed SMS (you are charged for the receipt of messages) containing content operating on shortcodes. Shortcodes have 4 or 5 digits and start with an 8, 6 or 2.

PhonePayPlus has the power to fine companies and bar access to services if their code of practice is breached. PhonePayPlus can also bar the individual(s) behind a company from running any other premium rate services under any company name on any telephone network for a defined period.

PhonePayPlus can deal with lesser problems by issuing formal reprimands or ordering companies to come to us for prior approval. Their service is fully independent.

If you think a particular service falls within the remit of PhonePayPlus, you can submit a complaint to them. There are a variety of ways to submit your complaint but before you do, we recommend that you visit their online number checking facility for instant information about the number in question. After that, please use one of the following methods:

If you have a hard copy of the promotion in question (i.e. a page from a magazine), please supply your complaint in writing with a copy of the promotion to: PhonePayPlus, FREEPOST WC5468, London, SE1 2BR