Telqaris is a trading name of Telqaris Limited (company number 17131169). Registered office: 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB.
Our promise
Anyone can need extra help at some point. It might be for a short time or for longer. For example, you might:
- have a disability, or a physical or mental health condition
- be older, or find reading, writing or technology difficult
- have lost someone close to you
- have lost your job, or be finding it hard to pay your bills
- rely on your phone line for a telecare alarm or to call for help.
Whatever your situation, we want to treat you fairly and give you the help you need. This page explains how. Ofcom, the communications regulator, requires us to have clear policies for this (General Condition C5).
Telling us what you need
Please tell us about anything that would help us support you. You can tell us at any time:
- when you join or order
- by phone on 0330 350 2880 (our team: 12pm to 8pm, Monday to Friday)
- by email at support@telqaris.com
- by webchat on our website, or through Customer login when the portal is available for your account
- through Relay UK, by dialling 18001 before our number
- by post to Telqaris Limited, 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB.
We will also ask you, when you join us, if there is anything we can do to help.
You don't have to tell us anything you don't want to. But the more we know, the better we can help.
If you'd like more time to decide, or want us to explain anything before you order, just ask. For example, we can talk you through your contract length, your right to change your mind, or any set-up charges.
How we keep a record of your needs
With your agreement, we note your needs on your account. This means you won't have to explain them again each time you contact us. Only people in our team who need to see this information can see it.
We will check from time to time that the information is still right. You can ask us to change or delete it at any time.
Some of this information may be about your health. We only record it with your explicit consent, or where we need to protect you. Our Privacy Policy explains how we look after it.
Help we offer
Contacting us in a way that suits you
- Relay UK: if you have a hearing or speech impairment, dial 18001 before our number.
- Accessible formats: we can send your contract, contract summary, bills and letters in large print, Braille or audio. This is free.
- More time: we can give you more time to make decisions, or call you back at a time that suits you.
- A person, whenever you want one: our AI teammate, Lex Calder, answers calls, chats and messages 24 hours a day. Lex is an AI, not a person. You can ask to speak to a person at any time. Our team is available from 12pm to 8pm, Monday to Friday. Outside those hours, Lex will take your details and someone from our team will contact you.
Someone to help you manage your account
You can choose someone you trust, such as a relative, carer or adviser, to talk to us for you. Just tell us, and we will add them to your account with your permission.
If someone has a lasting power of attorney (or similar authority) for you, they can manage your account. We will need to see proof first. Please email support@telqaris.com and we will tell you what to send.
If you rely on your phone line (power cuts, digital phone and 999)
Digital phones need mains power and a working internet connection. They will not work in a power cut unless you have a battery back-up. (Ofcom GC A3 — emergency call access and related information.)
Please tell us if:
- you or someone in your home uses a telecare alarm or another device that uses your phone line
- you don't have a mobile phone, or don't get a reliable mobile signal at home
- you rely on your landline for any other reason.
If so, we will give you a solution free of charge. It will let you call 999 or 112 for at least one hour in a power cut. This will be a suitable battery back-up for the equipment we install or send you. We'll make sure it arrives before your phone service goes live.
Please tell us before you order if you use a telecare alarm. We'll check that it will work with a digital phone line, and we will not rush you.
Pausing a switch if you use telecare or an alarm
If telecare or an alarm that uses your phone line comes up when you order, or while we are arranging a switch to a digital phone line, we pause the switch. A member of our team will speak to you to understand the impact before anything goes ahead. We will not complete the switch until we are satisfied a safe solution is in place for you.
This follows Ofcom General Condition C5 and Ofcom's guidance on protecting customers during the move to digital landlines, including care alarms and telecare:
- Protecting customers during the migration to digital landlines
- Your landline is going digital: what you need to know
- Treating vulnerable customers fairly
Faults
- If you rely on your phone for a telecare alarm or because of a disability, tell us. We treat those faults as a priority and we do not charge you for that priority handling.
- We will keep you updated until the fault is fixed.
If you have lost someone
We are sorry for your loss. Tell us when you are ready, and we will help you close the account or move it into another name. We will try to make it as simple as we can, and only ask for what we need. Email support@telqaris.com or call 0330 350 2880.
If you are finding it hard to pay
Please tell us as soon as you can. You won't be judged, and the sooner we know, the more we can help. We can:
- give you more time to pay, and hold off taking any action while you get help
- agree a payment plan you can afford
- change your payment date
- look at whether a cheaper plan would suit you better
You can also get free, confidential debt advice from MoneyHelper. Ofcom recommends it too.
Returning equipment
If something makes it hard for you to send back a router or phone adapter, please talk to us. This might be a bereavement, illness or a stay in hospital. We'll look at your situation, and we may waive any charge.
Extra care before any suspension
We will always warn you clearly before we suspend any service for unpaid bills. If you have told us that you rely on your service because of your health or circumstances, we will take extra care. We will try to contact you in different ways first, such as by phone, email and text. We will only disconnect a service as a last resort.
How our team helps
We train our team to:
- spot when someone might need extra help, even if they don't say so
- talk with care and patience
- know what help we offer, and how to arrange it.
Our directors are responsible for this policy. We review it at least once a year, and when Ofcom's rules or guidance change. We use complaints and customer feedback to make our support better.
If you are not happy
If we haven't given you the help you needed, please tell us. Email complaints@telqaris.com, call 0330 350 2880, or see our Complaints Code.
If we can't agree, you can take your complaint to CISAS (Communications and Internet Services Adjudication Scheme), an independent dispute service run by CEDR and approved by Ofcom. It is free for you. We use CISAS. Telqaris is a trading name of Telqaris Limited (company number 17131169).
You can usually go to CISAS after six weeks from when you first complained, or earlier if we send a deadlock letter.
Contact CISAS (CEDR):
- Website: cedr-assist.com/consumer/cisas/overview
- Phone: 020 7520 3814 (Monday to Friday, 9am to 5pm)
- Email: cisas@cedr.com
- Post: CISAS, 100 St Paul's Churchyard, London EC4M 8BU
Free copies of this page
You can get a free copy by post, email, or in large print, Braille or audio. Contact us using the details above.