Legal

Code of Practice

Video Networks Limited trading as "Homechoice"

Code of Practice ("Code")

About Video Networks Limited

Homechoice is provided to subscribers by Video Networks Limited ("VNL"). VNL was established in 1992 and since 1999 has been offering broadband entertainment to subscribers within the London area. For simplicity, VNL is referred to as Homechoice throughout this Code.

The purpose of the Code

This Code is designed to provide you with a clear overview of our product and pricing policies, together with an insight into our customer philosophy. It will also provide you with contact points should you wish to learn more about us or raise issues with us or organisations with whom we are associated.

Nothing in this Code affects your rights under the law, nor is this Code a contract between Homechoice and you. If you would like to obtain additional copies of this Code, or a copy in larger print, please let us know. Our contact details are set out below.

Contact details

You can find out more about VNL by visiting our website at www.videonetworks.com. Many more details of our service, Homechoice, are available at www.homechoice.co.uk.

Alternatively, if you have any queries, you can reach our Customer Care team:

1. by telephone on 0845 678 3333 between 8am-8pm, Monday to Saturday. Local call rates will apply and your call may be recorded;
2. by email at enquiries@Homechoice.co.uk; or
3. by writing to us at:
   Video Networks Limited
   205 Holland Park Avenue
   London W11 4XB.

Our Regulators

ATVOD

Our video-on-demand service is currently regulated by the Association for Television On Demand (ATVOD).

If you have any complaints about our service, please contact our Customer Care team on 0845 678 3333. If we are unable to resolve your complaint, you can then contact ATVOD by writing to them at:

The Association for Television On Demand Limited
PO Box 31660
London W11 4XH

Ofcom

Our broadcast television and internet services are regulated by the Office of Communications (Ofcom). If you wish to contact Ofcom, you can do so:

1. by calling them on 020 7981 3000;
2. via their website (www.ofcom.org.uk), which also contains a wide variety of information and advice; or
3. by writing to them at:
   Ofcom
   Riverside House 2a
   Southwark Bridge Rd
   London
   SE1 9HA

Our Customer Philosophy

We are committed to providing our customers with a combination of leading-edge home entertainment services and the highest level of service. We value the feedback we receive from our customers and encourage our customers to contact us with their comments, complaints and suggestions. If you wish to make comment, raise a complaint or make a suggestion, please do contact our Customer Care team.

We strive to deliver a high standard of service at all times. If we do receive a complaint, we aim to respond quickly and purposefully to resolve that complaint.

The Homechoice service

Homechoice is a broadband entertainment service. We currently provide an integrated service, comprising a broadband internet service (operating at speeds of up to 2mbps), an extensive video-on-demand service and live television programming. Our service is currently only available to customers within the London area.

We deliver our services to our customers by upgrading their existing BT telephone lines. By installing specialised computer equipment in the local BT telephone exchange and installing a set top box, we give customers' telephone lines the capacity to carry our broadband internet and our video-on-demand services.

Our service is only available to householders with a BT telephone line.

Customer Service

Our Customer Care team is committed to answering 90% of all calls within 15 seconds. We have also set ourselves the target of resolving 80% of first calls to the satisfaction of the customer. E-mails received during office hours from our current and prospective customers will be answered within 72 hours of receipt. Emails received outside of office hours will be replied to within 72 hours of the start of the next working day.

Subscribing to Homechoice

If you are interested in subscribing to Homechoice, please contact our Customer Care team at the contact points above. You can find more details at www.homechoice.co.uk.

Your right to cancel

We believe that you will find our service compelling and highly competitive. However, as we incur substantial costs in connecting our customers, we require all customers to accept a twelve month minimum contract term. Once that twelve month period has elapsed, customers can terminate their contract by providing us with thirty days notice or by calling or writing to our Customer Care team at the contact points above. If you wish to cancel your subscription, we will contact you to arrange a suitable day and time to collect the set top box and any other equipment we may have installed in your home to enable you to receive the service.

In some circumstances, when applying for our service over the telephone or internet, you may also have the right to cancel within seven working days of ordering our service, unless you have requested installation of the service within that period.

If you have a fault

You can report faults 15 hours a day (between 8am-8pm, Monday to Saturday) by calling us on 0845 678 3333. We endeavour to resolve 90% of all reported faults with our service within 24 hours of their report. In certain cases, it may be necessary to send a Homechoice engineer to your home to resolve a fault. If that is the case, the engineer's visit will be scheduled to occur on a day and at a time agreed with you.

Moving House

We provide a move and transfer service to enable our customers to take the Homechoice service with them if they move house. Fees apply. Please contact Customer Care for further details.

Pricing

We have a number of different pricing and content packages to suit our customers' interests. Full tariff information is available via our website at www.homechoice.co.uk, or by calling our Customer Care team on 0845 678 3333.

We will advise existing customers in writing of any changes to our fees, unless the change is solely because of a change in the rate of VAT. We will give customers at least thirty days advance written notice of any changes. If you do not wish to remain a Homechoice customer after an increase in your fees, and if your twelve month minimum contract term has expired, you may terminate your service by writing to us. If your minimum contract term has not yet expired, you may terminate your service by writing to us within 30 days of our price rise where such price rise has increased our charges for the services you agreed to take at the start of the minimum contract term by 10% or more.

Payment options

All Homechoice customers are required to pay their subscription and pay-per-rental fees by Direct Debit. Subscription charges are payable one month in advance. Pay-per-rental fees are payable one month in arrears.

Itemisation

We send our customers a monthly itemised statement, specifying the subscription charges payable for the following month and the pay per rental and telephone call charges incurred in the previous month. The invoice will also confirm the amounts paid by our customer in the preceding month.

Disconnections for non-payment and other reasons

We will state on your bill the date by which you must make payment.

If we do not receive your payment when it is due we will contact you and ask you for payment again. If you still do not pay without providing a good reason we will suspend the service while we try to work out a way forward. If payment remains outstanding without good reason, we may have no option but to terminate your service.

If you experience any difficulty in paying your Homechoice bill, please telephone our Customer Care team as soon as possible on 0845 678 3333 so that we can discuss the matter with you.

We might also need to terminate your service if we feel you have misused the system, infringed the terms on which it is supplied or if we are no longer authorised to provide the service to you.

Making a Complaint

If you wish to make a complaint about our service, please let us know by contacting us at the contact points stated above. We note the date on which we receive any calls or letters about a complaint and will log those complaints on our computer system to enable us to keep a record of your complaint and our response.

All personal information is treated in line with our statutory obligations under the Data Protection Act and related legislation.

Dispute resolution procedures

If you have contacted us about a complaint, we will try to sort out the problem as quickly as possible. If one of our Customer Care advisors cannot resolve the problem we will pass the matter to a supervisor. If the Customer Care supervisor still cannot resolve your problem, the team manager will be asked to look into it.

If your complaint concerns your Homechoice broadband internet service, and if we have not resolved that matter to your satisfaction, you can ask the Communications & internet Services Adjudication Scheme (CISAS) to investigate and assist with the resolution of your complaint.

This service is free for you to use and independent of Homechoice.

If you wish to complain to CISAS, you may only do so twelve weeks after the date of your original complaint, or once our complaints process has been completed. To involve CISAS, you must request the CISAS Dispute Resolution Request Form from our Customer Care team. That form will be sent to you by email or by post. Further information about CISAS and the process for dispute resolution is available:

1. at http://www.arbitrators.org/CISAS/index.htm;
2. by calling CISAS on 020 7421 7444;
3. by emailing them at cisas@arbitrators.org; or
4. by writing to them at:
   c/o The Chartered Institute of Arbitrators
   12 Bloomsbury Square
   London
   WC1A 2LP.

CISAS

If your complaint concerns your Homechoice video-on-demand service, and we are unable to resolve the matter to your satisfaction, then you should contact ATVOD and ask them to look into it. That service is also free for you to use and independent of Homechoice.

Terms & conditions - our mutual commitments

Our customer agreement sets out the terms and conditions of our provision of Homechoice. The standards we and our customers must meet and maintain are stated in that agreement. If you would like another copy of the customer agreement, please contact us at the contact points stated above.

Communication with customers

From time to time, we may look to send our customers personalised communications by means of direct mail, email, SMS text, telephone or by a message sent to your television, via our Homechoice service. Where we do so, we will strictly adhere to relevant Data Protection regulations. We will strive to update our records regularly and will compare those records with information received from the Mailing Preference Service, the Telephone Preference Service and the Email Preference Service.

We will contact our customers on a regular basis to update them on matters of administration and billing, and to provide details of new services and features, including new content, competitions, offers and discount information. From time to time, we may also look to contact our customers to notify them of price changes or amendments to the terms and conditions of our customer agreement.

We will also post relevant information on our website at www.homechoice.co.uk.

This Code of Practice can be accessed on our website. Copies can also be obtained by contacting our Customer Care team using the contact points specified above.

Your Privacy

We understand how important your privacy is. However we do store information about our customers including:

• information which you provide when applying for our service(s)
• information about your account and your use of our service(s).

We would like to use the information that you have provided to us when applying for Homechoice to send you details of our other products and services and those of other carefully selected third parties, unless you have opted for us not to. With your permission, we may also give this information to carefully selected third parties so they can send you details about their products and services which may be of interest to you.

We need to store certain information about all of our customers so we know where you live, who you are and what services you receive from us. If you have given us your permission we would like to use this information to send you details of other products and services to enable us to tailor the services to better suit your needs.

Please let us know if you do not want to receive any of the information set out above.

Social Responsibility

Homechoice is a leading provider of in-home entertainment. We recognise our responsibility to assist our customers in their efforts to protect children and young people from exposure to unsuitable material. We also believe that it is our responsibility to provide accurate, timely and reasonably prominent guidance in relation to our offering of commercial services and any content we offer which might reasonably be expected to cause significant offence or upset to some customers.

We offer all customers personal identification numbers ("PINs") designed to restrict our younger viewers' access to unsuitable material and functionality. If you would like to find out more about PINs, or to have PINs issued to your family members, please contact our Customer Care team.

Approval and Review of Code

This Code has been approved by Ofcom as meeting their requirements. If you have any comments on the Code, please contact our Customer Care team using the contact points detailed above.

Document Reference: BA/AT:11.12.15x//COP:19/04/05