Telecoms Code of Practice

1. About Etwrk Limited

Etwrk Limited is a UK-registered IT infrastructure consultancy and managed telecoms provider.

• Registered name: Etwrk Limited
• Company number: 16389026
• Registered office: 124 City Road, London, EC1V 2NX
• Country of registration: England and Wales
• General enquiries: info@etwrk.com
• Telecoms support: support@etwrk.com
• Billing enquiries: billing@etwrk.com
• Complaints: complaints@etwrk.com

Etwrk Limited is a member of Comms Council UK and subscribes to the Comms Council UK Code of Practice.

2. Services We Provide

We provide the following over-the-top (OTT) business communications services to residential customers and small businesses in the United Kingdom:

• Cloud Phone System (Cloud PBX) — a hosted business telephone system delivered over your internet connection. Includes virtual UK phone numbers (local geographic, 0330 non-geographic, and 07 mobile), multi-level IVR call menus, call routing, call queuing, voicemail, and desktop and mobile softphone apps.
• Microsoft Teams Direct Routing — integration of your existing Microsoft Teams environment with our phone system, enabling inbound and outbound PSTN calls through Teams.
• Business Instant Messaging — a GDPR-compliant, end-to-end encrypted team messaging platform with channels, file sharing, and search.
• Number Porting — transfer of your existing telephone numbers to our platform.

Our services are provided on monthly rolling subscriptions unless a minimum contract period is agreed in writing. Pricing is provided on request and in your service agreement. All charges are stated exclusive of VAT unless otherwise specified.

3. Purpose of This Code

The purpose of this Code of Practice is to inform you of your relationship with Etwrk Limited as a customer of our telecoms service. It sets out the standards you can expect, how to contact us, and how to resolve any issues that arise.

This Code is available free of charge at all times at etwrk.com/telecoms-code-of-practice. If you require it in an alternative format, contact us at info@etwrk.com.

4. Service Reliability — Important Information

Our cloud phone service differs from a traditional circuit-switched telephone line in the following significant ways:

• Your service requires a working internet connection to function. If your broadband fails, your cloud phone service will also be unavailable.
• A power cut at your premises will interrupt any devices (routers, computers, phones) used to access the service unless they have an independent power supply.
• Call quality may vary depending on the speed and stability of your internet connection. We recommend a minimum of 100 kbps per concurrent call.
• Unlike traditional telephone lines, our service does not provide a guaranteed minimum level of availability.

We recommend that all customers maintain an alternative means of communication (such as a mobile phone) in case the service is temporarily unavailable.

5. Emergency Services (999)

Emergency calls to 999 and 112 are supported on our cloud phone service. However, there are important limitations you must be aware of:

• Emergency calls will only work when your internet connection is active and functioning normally.
• If your internet connection, router, or power supply fails, you will not be able to make emergency calls through our service.
• Your location may not be automatically transmitted to emergency services. You should always be prepared to state your location clearly when calling 999.

We strongly recommend that all customers maintain a working mobile phone or alternative means of calling 999 at all times. Do not rely solely on our VoIP service for emergency calls.

These limitations comply with the disclosure requirements set out in the Comms Council UK Code of Practice and Ofcom's General Conditions of Entitlement.

6. Pricing and Billing

All charges for our telecoms services are set out in your service agreement. We will always make clear:

• Whether quoted prices are inclusive or exclusive of VAT.
• Any standing charges (monthly subscription fees).
• Any usage-based charges (e.g. international call rates).
• Whether a minimum contract period applies and any associated minimum charges.

We will notify you in writing at least 30 days before any change to your pricing takes effect. You may cancel your service without penalty during this notice period if the change is to your material detriment.

For billing enquiries, contact billing@etwrk.com.

7. Number Portability

You have the right to keep your existing telephone number when switching to our service (porting in) or when leaving our service (porting out). Number portability is carried out in accordance with Ofcom's General Conditions of Entitlement and applicable industry processes.

• We will not unreasonably delay or obstruct porting requests.
• Porting timescales will be communicated to you at the time of your request.
• Your number will be protected in the event that Etwrk Limited ceases to trade, in line with CCUK best practice on number porting.

8. Cancellation Rights

If you are a consumer or a small business entering into this contract by internet order (online), you have a statutory right to cancel within 14 days of the contract start date without giving any reason (the "cooling-off period"), provided the service has not already commenced at your request.

For monthly rolling contracts, either party may terminate the service by giving 30 days' written notice. Any fees paid in advance will be refunded on a pro-rata basis for the unused portion of the billing period.

Where a minimum contract period has been agreed, early termination charges may apply as set out in your service agreement.

To cancel, contact us at info@etwrk.com or in writing to our registered address.

9. How to Make a Complaint

We take complaints seriously. If you are unhappy with our service, please follow our complaints procedure:

1. Contact us directly — email complaints@etwrk.com or write to us at our registered address. We will acknowledge your complaint within 2 business days and aim to resolve it within 8 weeks.
2. If unresolved after 8 weeks — or if we issue a "deadlock" letter indicating we cannot resolve the complaint, you may escalate to our Alternative Dispute Resolution (ADR) scheme at no cost to you.

Our full complaints procedure is available at etwrk.com/complaints.

Alternative Dispute Resolution (ADR): Etwrk Limited subscribes to an Ofcom-approved ADR scheme as required by the General Conditions of Entitlement. Details of our ADR provider will be updated here and in our complaints procedure once confirmed. ADR is free of charge to customers and provides an independent resolution of disputes that we have been unable to resolve directly.

10. Regulatory Contacts

You can contact the following organisations for independent information or to raise regulatory concerns:

• Comms Council UK (CCUK) — the trade body whose Code of Practice we subscribe to.
  Email: team@commscouncil.uk — Website: commscouncil.uk
• Ofcom — the UK's communications regulator.
  Phone: 0300 123 3333 — Website: ofcom.org.uk
• Information Commissioner's Office (ICO) — for data protection concerns.
  Website: ico.org.uk

11. Accessibility

We are committed to making this Code and our services accessible to all customers, including those with disabilities. If you require this Code of Practice in an alternative format (such as large print or a different file format), please contact us at info@etwrk.com and we will do our best to accommodate your needs.

Our website follows industry-standard accessibility practices, including sufficient colour contrast, readable font sizes, and semantic HTML.

12. Changes to This Code

We may update this Code of Practice from time to time. We will notify existing customers of material changes at least 30 days before they take effect. The current version is always available at etwrk.com/telecoms-code-of-practice.