Subject - Service Policy

Eastserve is committed to providing the best quality service to clients in accordance with the terms of the contract for the service supplied.

CODE OF PRACTICE: SERVICE POLICY

Eastserve is committed to providing the best quality service to clients in accordance with the terms of the contract for the service supplied.

Despite our best efforts, things can occasionally go wrong.

If you are a purchaser of broadband, a new computer or repairs service and you have a complaint about the service please phone 0161 231 9580 between 9.00am and 5.00pm Monday to Thursday; 10.00am to 5.00pm Friday (excluding Bank Holidays) and ask for Service Desk. Alternatively, you may prefer to write to us at: Customer Service, Eastserve, 418 Ashton Old Road, Manchester M11 2DT

Complaints will be logged and you will receive an initial assessment of the action we will take to rectify the fault. We aim to deal with the fault to your satisfaction as speedily as possible preferably during your initial phone call. Complaints about a bill may take longer to correct. You will be advised of the likely timescale for this during your initial call. If you are not satisfied with how we have handled your complaint please ask to speak to the manager.

If you are still not satisfied with how we have dealt with your complaint, you may ask for the complaint to be referred to the Co-ordinator of New Deal for Communities who will consider the matter in accordance with the City Council’s complaints procedure. You can contact this person on 0161 230 2100.

PAYMENTS

Eastserve is a community based, not-for-profit organisation providing subsidised PCs, broadband and other services. These services must be paid for and in this section we set out how you must do this and what to do if you have difficulties.

We encourage people to pay their bills in full and on time. We will keep debt to a minimum but will restrict, or terminate your service at our discretion if you are unable or unwilling to pay for it.

You can pay in one of several ways:
* Direct debit on the 1st of each month
* Post - Cheques made payable to MCC Eastserve with the customers name, house number and postcode written on the back of the cheque. Please send to Eastserve, 418 Ashton Old Road, Manchester, M11 2DT.
* In person - Cash / cheque / credit/debit card payments may be made to the Eastserve office between the hours of: Monday – Thursday 9am – 3.30pm and Friday 10am – 3.30pm . A receipt will be provided for all cash payments
* By phone (0161 231 9580) - Credit / Debit card payment only. (Payments made by credit card only attract an additional 2% fee)

Any account which falls into debt will be disconnected. Customers paying by cash/cheque/card over the counter pay in advance. Once payment expires, the service is automatically switched off the following day. A further payment in advance will be required to enable your service to resume. If a direct debit fails, customers will be contacted and asked to make a payment within 10 days to avoid the service being switched off until the next Direct Debit is due. Alternatively customers can request that the arrears are collected with the next monthly payment.

You must pay for our services promptly. It is important that you contact us straight away if you are having difficulties.

We prefer you to pay using Direct Debit. Customers will have the response speed doubled if you choose to pay this way, for example, if you pay for a silver service you will be provided with a gold service at no extra cost to you when paying by Direct Debit.