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Who we are
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Firefly is an
established ISP providing a broad range of Internet
services to both commercial and domestic (consumer)
clients. Services to consumers include dial-up and
broadband Internet access, web space and email
together with a range of other services. Consumer
services are delivered to individual clients and small
businesses (10 or fewer employees).
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Purpose of this Code
of Practice
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The Code of Practice
is intended to demonstrate that Firefly will adopt a
high standard of professional practice within its
service provision to you. The code is intended to
promote positive relations between you and the
company, to provide standards of confidentiality and
privacy, to provide a transparent mechanism for
complaint handling and to ensure that complaints
against the company are handled in a fair and
efficient manner. |
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Firefly customer
service
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Firefly aim to provide
a high standard of customer service and to deal with
any complaints in a fair and honest manner. Our
customer service standards are set out in this Code of
Practice which includes details of how to lodge a
complaint if you think that we have failed to meet the
standards expected. |
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Terms and Conditions
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Firefly operate under
standard terms and conditions for our ISP services
which are shown on our web site at
http://www.Fireflyinternet.com/terms
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Acceptable Use Policy
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Firefly operates an
acceptable use policy for users of its ISP services
which is shown on our web site at
http://www.Fireflyinternet.com/aup
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Customer Service
Helpline
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Firefly provides a
technical services helpline facility which can be
accessed from 09.00 Monday to 17.00 Friday (with the
exception of various Bank, Public and local holidays).
Calls are charged at the national call rate.
You can contact the
technical services helpline on 0870 141 7114
Firefly provides a
service status page on its website which provides
details of all maintenance and service related
matters. This can be found at http://forums.fireflyinternet.com |
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Replies to
correspondence
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Firefly will aim to
reply to all correspondence within two working days of
receipt. |
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Quality of Service and
Repairs
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Firefly is not able to
guarantee service access speeds. These can be affected
by a wide range of factors outside of our control. Web
access and download speeds will be affected by other
users on a global scale.
If a fault occurs,
Firefly advises you to contact the technical services
helpline on 0870 141 7114 in the first case.
Alternatively, clients may send emails to
support@Fireflyinternet.com
Our target for fixing faults is no more than 24 hours.
Where customer
connections are provided over circuits not owned or
managed by Firefly, service periods and fault fixes
may take longer than 24 hours. Firefly will do all
that it can to liaise with you and the line connection
provider to ensure that faults are fixed within the
shortest possible time.
Firefly suggest that
you should save information locally as well as on our
servers, ensuring that you have a copy of important
data such as mail, web sites etc. in the event of a
server fault. |
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Charges from Firefly
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Firefly publishes
pricing for ISP services on its web-site at
http://www.fireflyinternet.com
If you are unable to find the information that you
require, please contact the Sales Team on 0870 141
7114 for advice. Prices shown on the Firefly web
site are quoted including VAT (17.5% at time of
preparation) unless otherwise stated.
Most services are
provisioned through an online ordering process. You
can submit applications for consumer ISP services
including broadband connectivity through the online
order forms. Data will be collected from you during
the order process and this data will be used solely
for the provision of the service, billing and Firefly
customer relations.
Payments are due in
advance of service being delivered and are normally
taken by either direct debit or credit card payment.
If we are unable to debit our charges from your
account for any reason, you agree to pay them
immediately on request.
If you have a query on
your invoice, please call our accounts team on
08701417114. If we find a mistake on your invoice,
we will adjust it or credit a refund to your account.
If you query any
charge on your invoice, our accounts team will look
into it. If you are not satisfied with our response
to any dispute, please follow our complaints
procedure.
If you are late in
paying or refuse to pay the invoice submitted, Firefly
reserve the right to terminate your Internet services.
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Contract
Terms
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Dependant on your
chosen solution, a minimum term of either 3 or 12
months will apply. Cancellations will be
accepted to
billing@fireflyinternet.com with full address
details or from within your online control panel :
http://cp.fireflyuk.net
Cancellations will
only be accepted outwith the minimum term contract by
giving at least 7 days notice before your next billing
date. Should you wish to terminate whilst within
your selected minimum term contract, you must contact
our billing department to discuss early termination
payments.
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Suspension and
disconnection of ISP service |
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Firefly will provide
you with information relating to the suspension of ISP
services. This will normally be via email.
Normally, planned
maintenance will only take place between 00.01 and
03.00, however it may be necessary to carry out other
work outside of these times. We may have to suspend
service without prior notice, however this would only
be for circumstances beyond our control such as
essential maintenance.
Firefly will always
try to ensure that any suspension causes minimum
inconvenience but we are unable to accept any
responsibility for financial or consequential loss
that you may suffer as a result.
Firefly reserve the
right to suspend or disconnect ISP service after
non-payment. If we are about to suspend or disconnect
you for non-payment, we will contact you by email.
If you are
disconnected for non-payment, please contact our
Accounts team on 08701417114 as soon as
possible to arrange re-connection.
If Firefly does
disconnect you from our ISP service, we reserve the
right to refuse reconnection to you and to your
address.
If you are suspended
or disconnected by mistake, Firefly will work to
reconnect you as soon as possible although this may
take a few days. |
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Complaints
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If you have a complaint
about any part of the Firefly ISP service, please
contact our Customer Service team on 08701417114
or by email to
customer.services@Fireflyinternet.com
in the first instance. If the Customer Service team
are unable to resolve your complaint, please write
with details to:
Mr Danny McCaig
Firefly Enterprises Ltd
12 Beckford Business Centre
Beckford Street
Hamilton
South Lanarkshire
ML3 0BT
Firefly is committed
to Customer Service. The company will try to resolve
any complaint to your satisfaction as soon as is
possible. If we do not do this, please write to:
Mr Derek Lewis
Firefly Enterprises Ltd
12 Beckford Business Centre
Beckford Street
Hamilton
South Lanarkshire
ML3 0BT
Firefly will reply to
all complaints within 5 days of receipt and will
provide a full explanation or an update on progress as
appropriate.
If our investigation
of a complaint takes more than 5 working days, we will
keep you informed about progress. You will be given a
named contact who will be responsible for your
complaint and this named contact will provide updates
on progress.
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Alternative
Dispute Resolution
(ADR) |
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If a complaint to Firefly is unresolved
twelve weeks after first making it or if Firely has
issued a letter to the complainant saying that the
issue has reached “deadlock”, the complaint may be
referred to CISAS, which is an independent ADR service
CISAS
Contact Details
CISAS
c/o DRS-CIArb
12 Bloomsbury Square
London WC1A 2LP.
Email:
cisas@drs-ciarb.com
Tel:
020 7421 7432
FAX: 020 7404 7150
Text Phone: 020 7242 5643
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Communicating with
Customers
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Firefly communicates
with you in a variety of ways including by email,
telephone, letter and through our web site at
http://www.Fireflyinternet.com
Firefly will only
communicate with you in relation to the ISP service
provided or to provide information about other
services that may be available from the company.
Firefly will not pass your contact details to any
third party. |
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Code of Practice
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This Code of Practice
is reviewed at regular intervals as required by the
regulator (Ofcom) and is displayed
here upon approval of the regulator.. Customers
will be advised of any changes to the Code of
Practice. The latest version of the Code of Practice
will always be available on our web site at
http://www.Fireflyinternet.com/cop
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Accessing or
transmitting unlawful material |
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Firefly recognises
that you will want to be able to access as wide a
range of Internet services as possible and does not
wish to restrict that access. However, we do not
knowingly permit the transmission of, or access to,
material that the UK law enforcement authorities
regard as unlawful.
Firefly wishes to
advise customers that a very large quantity of data
passes through its network each day and that it is
impossible to monitor all traffic passing through the
system. Firefly understands that the original content
provider is responsible for content published on the
Internet and for ensuring that that content is lawful.
We do not, and cannot, limit access to materials
unless advised by appropriate law enforcement agencies
that material is unlawful.
Firefly does operate
its own Acceptable Use Policy and will take action to
limit access if customers actions are in contravention
of the policy. The latest copy of the Acceptable Use
Policy can be found on the web site at
http://www.Fireflyinternet.com/aup
In the UK, the
Internet Watch Foundation (IWF) monitors and
coordinates action against unlawful materials. The IWF
is supported by the Department of Trade and Industry,
Home Office, ISPs and Police Authorities. If law
enforcement agencies regard Internet content as
unlawful, they advise the IWF who contact ISPs to
arrange for action to block access to the materials.
If you feel that any
site is in contravention of UK law should contact the
IWF via its web site at
http://www.Internetwatch.org.uk
and give information about the location of the site.
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Recommendations for
children
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Firefly recognise that
your Internet access may sometimes be used by
children. We do advise that you should make sure that
their access is supervised at all times and that you
may wish to consider installing an application that
will allow you to restrict access from your computer
to some sites and areas of the Internet (Net Nanny,
Surf Patrol, CyberPatrol, Surf Control etc.)
The Internet Watch
Foundation provides a guide to the safe use of the
Internet together with advice for both children and
parents. Information and guidance from the IWF can be
found at their web site
http://www.Internetwatch.org.uk
NCH Children's
Charities provide information and advice from their
web site at:
http://www.nch.org.uk/itok/
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How to Contact Firefly
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If you wish to contact
Firefly Sales Team, please call 0870 141 7114 between
09.00 and 17.00 Monday to Friday.
If you require
technical support assistance, please call 0870 141
7114 from 09.00 Monday to 17.00 Friday. Please note
that there is no Technical Support Helpdesk telephone
service available on Saturdays, Sundays, New Year's
Day, Easter Day and Christmas Day. Calls to the
Technical Support Helpdesk are charged at national
call rates.
Alternatively, please
send an email to
support@Fireflyinternet.com
By
Post:-
Firefly Enterprises Ltd
12 Beckford Business Centre
Beckford Street
Hamilton
South Lanarkshire
ML3 0BT
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