Our Promise

We aim to provide an excellent service which meets the needs of all of our customers.

Here is Our Promise to you:

Service Delivery

You need to have a clear understanding of when you will receive the service.

We promise where capacity is available and service is offered, to meet maximum service delivery times shown in the table below. After acceptance of an order¹, we will meet the agreed delivery times.

Maximum Service Delivery Times (Stanley ONLY)

Service Type	Maximum Delivery Time (Working Days)
Business or Government Line²	7 Days⁴
Residential Line²	10 Days⁴
Broadband Internet Services	3 Days^3&4

Maximum Service Delivery Times (Camp ONLY)

Service Type	Maximum Delivery Time (Working Days)
Business or Government Line²	10 Days⁴
Residential Line²	10 Days⁴
Broadband Internet Services	3 Days^3&4

If we exceed the delivery times without your agreement you will be entitled to claim a refund equivalent to that of the installation charge levied on the service. If an installation charge is not levied, you will be entitled to claim the first month’s rental charge for the delayed service, please note for broadband services you will be entitled to a maximum of £20.

Provisioning and fault repair timescales for Mount Pleasant customers do not apply as the local infrastructure is beyond our control.

Fault Repairs

You need to rely on our service, to be given accurate information about when service can be resumed and to be kept informed of the progress of repairs.

We promise that you will be able to report faults 24 hours a day, 365 days a year and we will respond to your report within the following timescales. If your fault cannot be repaired within this timescale, you will be notified and given a specific time of completion. The table below shows the fault repairing timescale and scale of compensation. Should you be entitled to compensation it will appear as a credit on your next telephone bill.

Faults: Stanley

Business: we will respond within 1 working day. After 2 working days *, we'll compensate a daily rental credit for each whole day that we are late in repairing the service.

Residential: we will respond within 2 working days. After 3 working days *, we'll compensate a daily rental credit for each whole day that we are late in repairing the service.

Faults: Camp

Business: we will respond within 1 working day. After 5 working days *, we'll compensate a daily rental credit for each whole day that we are late in repairing the service.

Residential: we will respond within 2 working days. After 7 working days *, we'll compensate a daily rental credit for each whole day that we are late in repairing the service.

* This means midnight on the 2nd, 3rd, 5th or 7th working day after you reported the fault. We will treat a fault reported after 16.30 on a weekday or anytime at weekends as if you have reported the fault at 8am on the next working day after you reported the fault to us.

For MPC customers please call freephone 131 for service charter fault repair timescales.

Billing

You need to receive an accurate bill.

We promise to supply an accurate bill each month.

Operator Service/Directory Enquiries

You need to have calls answered promptly and courteously.

We promise to answer 100% of operator service calls within thirty seconds.

Information

You need to receive timely and accurate answers to your questions.

We promise that, within Sure normal working hours, you will be able to speak to a Customer Service representative on the telephone with, on average, no more than a thirty second wait. The representative will either answer your question immediately, or get back to you within seven working hours.

Payphones (Stanley Only)

You need payphones that are reliable.

We promise that our payphones will not be out of service for longer than seven working hours on more than two occasions each month.

Choice of Service

You need access to a range of services that provide you with options for meeting your communications needs.

We promise to supply a range of services in a flexible manner that provides a solution to your communications needs.

Claims

Claims can be made by the person who rents the line within two calendar months from the last day to which the claim relates, except where specifically indicated in this Charter. Sure accepts no liability for failure to meet the Charter service levels.

The only occasions on which these standards will not apply are for circumstances beyond the control of Sure.

All service and fault refund claims should be made through our Customer Services Department in writing.

We actively seek your comments to improve the service we provide to every customer.

If you are not satisfied with Sure performance of this Charter, then please contact our Customer Services Department:

Telephone: 20820 or freephone 131

E-mail: info@sure.co.fk

Normal working hours are:

Monday to Friday: 08.00 – 16.30

_______________________________________________________________

Sure reserve the right to amend this Charter at any time.

¹The agreed delivery times will be met after a credit check has been completed and the order has been approved for credit

²Direct exchange line only

³Following the installation timescale of a telephone line

⁴Sure will not be responsible for delays or service failures outside of its control e.g. acts of nature, service failings of other providers, availability of transport to reach some Camp locations

If you are unhappy about our service or the way we have dealt with you please see our complaints procedure.

Last updated: 11th October 2013