This Charter sets out the standards of service that Service Providers, Network Operators and members of the public can expect from Regtel.

This Charter comes into force on [1st August 2004] and will be revised from time to time by Regtel following consultation with the industry.

Regtel gives the following commitments.

1. Code of Practice:
   1. to engage in continual review and updating of the Code, with a particular focus on the need for consumer protection as well as technical developments and on areas of the Code that give rise to problems in compliance or interpretation;
   2. to notify changes in the Code of Practice and invite comments;
   3. to provide advance notice of the implementation of changes to the Code of Practice;
   4. to issue guidelines on the interpretation of the Code of Practice where necessary;
   5. to maintain the independence of the Regulator in applying and revising the Code of Practice;
2. Communications Generally:
   1. to give reasons for decisions;
   2. to communicate and respond promptly. Regtel will aim to acknowledge receipt of incoming written communication (by post, fax or email) within 5 working days and where possible to deliver a substantive response or a progress report within 20 working days
   3. to have due regard to privacy and confidentiality;
   4. to discuss with a person any aspect of the person's dealings with us;
   5. to have friendly and helpful staff.
3. Authorisation of Services and Complaint Handling Role:
   1. to communicate and respond promptly - Regtel will aim to make decisions on service authorisations and on complaints, provided all relevant information has been supplied, within 15 working days;
   2. to deem a service authorised if, within 20 working days of acknowledgement of receipt of the application, Regtel has not either requested further relevant information or communicated its decision on the application. Any such deemed authorisation may be withdrawn if Regtel determines that the application of the service or its promotion infringes the Code of Practice;0
4. Technological and Market Developments:
   1. to stay aware of and be responsive to technological and market developments;
   2. not to deter innovation and investment unnecessarily;
   3. to source all necessary expertise and to provide appropriate training for its staff;
   4. to inform the industry through its publications of any developments Regtel becomes aware of that may impact on the market.