SURE'S CONSUMER CODE OF PRACTICE
Sure is a trading name of Sure (Isle of Man) Limited, Registered No: 004621V, Registered Office: 33 – 37 Athol
Street, Douglas. Isle of Man IM1 1LB (“Sure”).
EMERGENCY SERVICES
Calls to the following emergency services from any telephone or mobile handset are free:
Fire/Police /Ambulance/Lifeboat
Dial 112 or 999
Note: Some office systems (private exchanges / switchboards) use different codes for emergency access. Please
consult your company's own system manual.
The aims of the Code of Practice
In this document we have listed the best ways to contact us and have provided a description of the key
features of some of the main services we provide our customers within the Isle of Man.
Also included is our Customer Charter, which sets out our intentions to provide excellent customer service
across the island. If on occasion we do not meet these high standards, we also have developed a complaints
procedure to help you report your concern to us.
SECTION 1 How to contact us
SECTION 2 Our main services
SECTION 3 If you have a complaint?
SECTION 4 Bill payment
SECTION 5 Arbitration
SECTION 6 Our Customer Charter
1. How to contact us
If you need advice, information or help with any of our services please contact us on one of the following
numbers:
All Sales, General Enquiries & Customer Service (24 hours): Phone: 07624 247247, Fax: 01624 615021
Fault reporting (24 hours): Phone: 07624 247247
If calling from outside the UK: Phone:+44 7624 247247
Website:
http://www.sure.com/
E-mail: talk@sure.com
Note: The contact numbers listed in this Code of Practice normally operate from 9.00 am until 5.30 pm,
Monday to Friday- unless otherwise stated. If you are dialling the IOM from overseas, the full international
code is +44 7624 247247
Confidentiality
Any information that you give us in order to provide you with telecommunications services will be treated as
confidential and subject to the Laws of the Isle of Man on the protection of personal data. Sure will safeguard
the privacy and confidentiality of all messages (including voice and data) transmitted over its network, subject
to the relevant Laws of the Isle of Man.
Sure Visiting You
Please note for your peace of mind all our engineers carry Sure identity cards. If you are in any doubt please
contact us on 01624 692200 and we will verify the identity of our Sure representative.
Customers with special needs
Some extra assistance is offered to customers with special needs including disabled customers. For
information, please call 07624 247247 and ask for our Liaison Officer for the Disabled, or write to:
nd
Sure (Isle of Man) Limited, 2 Floor, 14 Athol Street, Douglas, Isle of Man, IM1 1JA
Sure has offices in the Isle of Man.
nd
Our main offices: 2 Floor, 14 Athol Street, Douglas, Isle of Man, IM1 1JA
2. Our Main Services
Sure holds a licence, which is issued by the Communications Commission, to run mobile telecommunications
services in the Isle of Man. This includes domestic and international services providing a full range of mobile
telecommunications for the Isle of Man. Copies of the Price List and Terms & Conditions for each of our
services can be obtained from our shop at 35 Strand Street, Douglas, Isle of Man.
Retail Store
Our store in Strand Street, Douglas is open from 8.30am to 6.30pm, Monday to Friday, Saturday 9.00am to
6.00pm and Sunday 12.00pm to 5.00pm, excluding Bank Holidays. The store will provide information about our
range of services.
You can pay by phone by calling us on 07624 247247 (and this is available 24 hours a day, every day).
Calls to the following Customer Services are charged at the published rate:
Operator Assistance Calls
100
(Calls connected by the operator will be charged at the published rate)
Local & National Directory Enquiries
118695
International Directory Enquiries
118161
The BT Telephone Directory for the UK can be found at www.bt.com/directory-enquiries.
Mobile services
Mobile customers can choose to have their mobile service on a pay monthly basis and pay by Direct Debit or to
operate a mobile via a pre pay service where you top up as and when you need to use the mobile service.
We also offer a data service to allow access to the Mobile Internet giving you web access and POP3 email. The
Mobile Internet service is available to both Sure pay monthly and pay as you go mobile customers.
All customers that have suitable handsets can set them up to use picture messaging (sometime called mms).
For configuration help please see www.sure.com
For customers who need email on the move we are able to offer the market leading BlackBerry solution, which
is used by business and individual customers alike.
For all Sales, General Enquiries and Customer Service (24 hours) please contact us at 247247 (national code
07624 247247), or if outside the UK use +44 7624 247247, or visit our store in Douglas.
Specialised services for business
We offer business customers complete business communications solutions including a comprehensive range of
handsets, consultancy and 2 specific mobile tariffs. We have local expertise in communications technology
including a resilient mobile network and worldwide network connections.
We also provide an on-line portal for general information. For information about our complete business
communications solutions please call Business Sales on 692200 or email us at talk@sure.com.
Service guarantee
Sure will always attempt to deliver products and services to the customer by an agreed date. Should we fail to
do so you may be due compensation.
3. What should I do if I have a complaint?
Sure is licensed to provide customers in the Isle of Man with mobile telecommunications services.
If you are unhappy with any aspect of our service, or the way in which we conduct our business with you, then
we want to know about this so that we can put things right and improve the way that we serve our customers.
We are committed to giving our customers the finest possible telecommunications services. Despite our best
efforts, things can go wrong, and when they do we want to know so that we can put them right as soon as
possible.
If you wish to discuss any aspect of our service then please contact us as follows: You can call us on 247247, or
send a fax on 615021, or e-mail us at talk@sure.com or write to: Customer Complaints Sure (Isle of Man)
nd
Limited, 2 Floor, 14 Athol Street, Douglas, Isle of Man, IM1 1JA
If you have a complaint and we have not been able to provide you with an answer immediately you may wish
to ask that your complaint is registered. If so, please write to us at the address given above stating your wish
to register together with the details of the nature of your official complaint.
We have procedures to ensure your complaint is investigated and resolved as quickly and efficiently as
possible. Our complaints procedures are monitored by the Communications Commission.
Additionally, if you are unhappy with the way that your complaint is being handled, you may write (to the
address above), or ask to speak to the Customer Contact Centre Manager by calling 247247 during normal
office hours (8.30 am to 5.00 pm, Monday to Friday).
Your complaint will be investigated personally and a course of action will be discussed with you to make sure
that the problem is resolved quickly and to your satisfaction.
Please give us the opportunity to resolve the problem before taking the matter further.
Registered Complaints
As a result of a complaint being registered (received in writing) and in order that we can respond efficiently,
we will keep records of any complaint-related correspondence. This will help us to deal with any follow-on
discussions with you should this be necessary. Our records may include our written notes of the content of
telephone conversations as well as keeping copies of any written communications.
These records will be confidential, and are covered by the relevant legislation on safeguarding privacy and
confidentiality that apply to us. Some information may be requested by the Communications Commission as a
result of general obligations on the provision of information under our licence.
We will normally keep records for a period of three years following a customer disagreement or complaint.
We will acknowledge your complaint in writing within five working days of receipt and provide you with a
reference number.
Please give us the opportunity to resolve the problem. We will categorise the complaint and aim to investigate
it within the time scales shown below:
Mobile Service - Complaints
CATEGORY
TARGET TIME
Billing
Within twenty working days of receiving your complaint
Network Quality/ Coverage
Within fifteen working days of receiving your complaint
Roaming
Within twenty working days of receiving your complaint
Miscellaneous
Within twenty working days of receiving your complaint
If a complaint or disagreement is not resolved within the target period, either party may refer it to the Office
of Fair Trading, who will act as an adjudicator and assist in the resolution process. Should a resolution not be
achieved within three calendar months the matter may be passed to the Director of the Communications
Commission (see Section 5 on Arbitration).
Compensation
You may be entitled to compensation if a fault occurs, depending on the circumstances including the original
cause of the problem.
We are not liable for any breach of this Code which is caused by a matter beyond our reasonable control
including Act of God, fire, lightning, explosion, war, disorder, flood, industrial disputes (whether or not
involving our employees), extremely severe weather or acts of government or other third parties.
Should you have cause to claim compensation from us for not meeting recognised timescales you should make
a claim using the complaints process. The payment of compensation claims will normally be made by a credit
to your account.
In order for us to accept your compensation claim, your original service request or fault report must have been
made within four weeks of the date on which the event in question occurred.
4. Bill Payment Code of Practice
Sure provides telephone services for which we require payment. We may carry out a credit check and refuse to
provide service to you if the result of the credit check is not satisfactory. In this Code of Practice we describe
how we request payment and the help that we can give you if you are having problems paying your bill. We
also explain what action we will take if payment is not received.
Advising you of the payment due
Your telephone bill is due for payment as soon as you receive it. The date that we must receive payment by is
shown on the bill. This date is normally a minimum of 14 days after the bill has been issued.
Debit and Credit Cards
Account payments can be made over the phone 24 hours a day by calling 247247.
Please have your customer account number ready, plus details of your debit/credit card. Details of all payment
options are given on your bill.
Itemised Billing
Itemised billing provides information about your call costs. You can opt not to receive itemised details of every
individual call above a threshold value, or summary details of destinations called.
If you dispute any item on your bill
If you disagree with any item on your bill, you should let us know and then pay the undisputed amount while
your query is being investigated. The number to contact us on is 247247, or write to us at: Customer
nd
Accounts, Sure (Isle of Man) Limited, 2 Floor, 14 Athol Street, Douglas, Isle of Man, IM1 1JA
Bill Payment Code of Practice - If payment is not received
If we do not receive payment by the date shown on your bill, we will send a reminder. If you leave an amount
unpaid and do not let us know that you are having difficulties paying your bill (by calling 247247 or writing to
the above address), you risk disconnection of your service.
If you have payment difficulties
It is important that you contact us straight away if you are unable to ensure that we receive payment by the
date shown on your bill.
The number to contact us on is 247247, or you can write to us at: Credit Control, Sure (Isle of Man) Limited,
nd
2 Floor, 14 Athol Street, Douglas, Isle of Man, IM1 1JA
The earlier we know that you are having payment difficulties, the more help we can give you. If you advise us
that you are having difficulties paying an outstanding amount we will offer one or more of the following
solutions:

A Repayment Plan. This will help you to pay the outstanding amount over an agreed period of time.
When we agree the repayment plan we will take your past payment history into account.

If we believe it will help you to avoid a larger debt building up, we may ask you to agree to having your
service restricted to incoming calls only until you have completed your repayment plan. In these
circumstances, we will not charge for restoring the service.

When appropriate, advice and information about how you can make a claim if unauthorised calls have
been made on your phone to premium rate services.
Remember to tell us straight away if you find that you are unable to ensure that we receive your payment by
the date shown on your bill. (Please call 247247).
Disconnecting telephone service if you do not pay your bill
When a bill is sent to you and payment is not received by the stated date we will apply the following
procedure:

We reserve the right to charge interest on any balances which remain unpaid from the due date to
the date of payment and/or a late payment fee at rates notified from time to time at www.sure.com.

When paying by cheque, payment will be deemed to be received when the cheque is received at our
offices.

If you do not pay your bill by the end of the month in which it was issued, we will send you a reminder
stating that payment must be made within 7 days of the date of the reminder.

If payment is not received after the 7 day reminder, we will disconnect your telephone service and it
will not be reconnected until we have received full payment of the outstanding amount.

We will also make a charge for restoring your service.
We will also make a charge for restoring your service.
Listed below are some of the other circumstances where we reserve the right to disconnect your telephone
service:

If you are found to have knowingly given incorrect or incomplete information when you applied for
telephone service.

If you break your contract agreement with us, or if we believe that your service is being used in a way
forbidden by your contractual agreement.

If you will not agree, or fail to honour a repayment plan.

If fraud is suspected. Should we detect abnormal usage, we may restrict your service immediately to
avoid the build up of further debt until we can contact you and establish the reasons for this abnormal
usage. If appropriate, we will then investigate further to establish if fraud is taking place. We reserve the
right to prosecute in all cases of fraud.
If you do not pay the outstanding amount after your service has been disconnected, your contract with us will
be terminated and legal action will be initiated to recover the debt. We may pass the outstanding amount to a
debt collection agency to collect the money on our behalf. Information about your debt may be shared with
other organisations that give credit. Please note a charge will be raised for any subsequent re-provision of
telephone service.
Credit Limit
A credit limit is applied to all pay monthly mobile accounts. The following procedure applies:

You will be sent a text advising you to pay part or all of the money owing when your outstanding balance
gets close to your credit limit.

If you exceed your credit limit your mobile account will be set to receive calls only. The only outgoing
calls you will be able to make will be emergency calls to 112 / 999.

It will be necessary for you to make a payment against your outstanding balance to bring it below the
credit limit.

Once your outstanding balance is below the credit limit you will be able to make and receive calls.

If you do not make a payment to bring your balance below the credit limit you mobile service will be
suspended.

When You exceed Your Credit Limit, You may not be Barred from the Service immediately as the system
needs time to make the change and notify other networks. We may also not receive from our roaming
partners any roaming charges that need to be applied to your Service immediately. When any such delay
occurs You will have exceeded Your Credit Limit but You will still be able to use the Service for a limited
time to make calls, texts and data on local and international networks. You will remain liable to pay all
Charges incurred on both local and international networks regardless of whether Your Credit Limit has
been exceeded.
5. Arbitration
We will do everything we can to resolve complaints, disagreements and disputes with customers. However,
when a complaint remains unresolved, either because you are dissatisfied with the outcome, or the target
time for resolution has been exceeded, you can decide if you wish to take the matter further.
You may wish to approach the Isle of Man Office of Fair Trading (details below). The Isle of Man Office of Fair
Trading is an impartial body and attempts to find a fair outcome for all the parties involved in a consumer
dispute. If the Isle of Man Office of Fair Trading believes that a trader has acted unreasonably it will advise you
as to its conclusions and assist you in obtaining a satisfactory resolution of your complaint. You are also
entitled to refer the matter to the Communications Commission, which issues a Telecommunications Licence
to Sure. The Communications Commission will progress complaints in whatever manner it considers
appropriate and will advise all parties of its conclusions.
Nothing in this scheme or process prevents you from seeking to resolve your complaint through the Courts.
Contact details:
The Consumer Advisor
Isle of Man Office of Fair Trading
Address:
Government Building, Lord Street, Douglas, Isle of Man, IM1 1LE
Telephone: 01624 686500
Fax:
E-mail:
Website:
iomfairtrading@gov.im
01624 686504
www.gov.im/oft
Communications Commission, IoM Government
Address: 2nd Floor, St Andrew's House, Finch Road, Douglas, Isle of Man IM1 2PX
Telephone: 01624 677022
Website:
Fax:
01624 626499
www.gov.im/government/boards/cc.xml
Malicious Calls - How we can help you
If you are unfortunate enough to receive malicious or nuisance calls on your telephone, we may be able to
help you. These calls cause distress and inconvenience whether they are menacing, indecent, abusive or
silent. Making a malicious, menacing, indecent or grossly offensive call is a criminal offence.
If you are a victim, we aim to help you to stop this criminal offence.
Guidance on the precautions to take, and where to get further advice is available by calling or by visiting our
office in Douglas.
Our Customer Charter
1.
All external calls into Sure will be answered within fifteen seconds.
2.
Calls will only be transferred once.
3.
If you cannot connect the customer to the person they need to speak to, explain that a message can be
left on an answering service. Give the customer your name and number and invite them to call you back if they
do not receive a response within two days.
4.
You must get back to the customer the same working day of receiving a message on the answer phone,
even if only to acknowledge their message.
5.
All customer issues, whether raised by phone, letter or email will be responded to within 5 working days.
6.
If the matter is complex and requires in depth investigation in order to resolve, we will still contact
customers within 5 working days to explain the reason for the delay.
7.
All our correspondence with customers will name an individual Sure member of staff with relevant
contact details.
8.
All our written information will be clear, easy to read and free of technical jargon, and include a
telephone number to call.
9.
All goods on display in the stores will be clearly labelled and price marked at all times.
10. Every customer who enters the shop will be acknowledged within 1 minute.
11. We will keep all appointments unless otherwise agreed (with more than 2 hours notice) with the
customer.
12. Any Sure employee taking an enquiry or a complaint, will own that request or complaint until an answer is
given to the customer or the matter is resolved.
13. We will endeavour to explain in full all the charges and costs associated with our services and ensure that
our pricing is transparent and simple with no hidden costs.
14. Our promotions will be clear, simple to understand and have no gimmicks or catches associated with
them.
15. We will endeavour to ensure that all items on our price list are available for immediate purchase or
purchase on the same day. If we do not have in stock an item that is on our price list, we will supply the
requested item within 7 working days or else offer a 10% discount on the marked price in recognition of the
inconvenience caused.
16. We offer a 'no quibble' guarantee that any item purchased from us us and returned in the same condition
will be refunded within 7 days of purchase if a customer is not satisfied in any way with the product or service
purchased.
17. We will always respect confidentiality.
Issue 6, January 2014