Code of Practice
Code of Practice
The aim of this Code of Practice is to provide you with information on how we will conduct ourselves in order to provide you with a high-quality service.
In this Code of Practice you will find information on how to contact us, our services, how to apply for our services, what happens if payments are not received on time, and how to make a formal complaint.
Your statutory rights are unaffected by any of the contents of the Code of Practice and its contents do not constitute a contract between u-mee and you the Customer.
Our website should be your first point of contact:
It contains all the information you should need on all of our services as well as our terms and privacy policy and also includes online contact forms which will be properly routed to the correct personnel/department.
If you wish to email us directly you may do so to info@u-mee.com and your query/issue will be forwarded to the appropriate personnel/department.
If you wish to contact us confidentially regarding any abusive website you may have come across then you may do so by sending an email to report@u-mee.com.
If you wish to contact us to make a complaint then please see our complaints section further on in this document.
You can call us by telephone for all queries on +350 2222 0000.
Our working hours are 9:00am to 5:30pm Monday to Friday. However, our technical support is manned 24/7 and will respond to any emails or voicemails received after working hours.
We are Gibraltar's leading Fibre to the Home telecommunications operator, providing reliable high-speed Internet, telephone and TV packages to local residents and businesses. Full details on all our services can be found on our website at www.u-mee.com.
You can find full details of all our services on our website where you will also find our online application forms. Our provisioning is fully automated and these online forms are the only method of applying for any of our services.
Once you have applied for one or more services you will receive an email with further information and, if you have requested a fibre service, you will also receive a phone call from one of our installers to arrange for the fibre installation. Full details on what the installation involves can be found on our website.
Your service includes your own personal online portal via which you can modify your personal details, access your invoices, configure some services and much more.
You can access directory enquiries on telephone number 11811.
You will be invoiced monthly and the invoice will be sent to you via email. The invoice will contain a breakdown of all your services.
Our prices are published on our website. Internet and TV services are invoiced in advance, and telephone calls made during the month are invoiced in arrears.
You can also access your invoices via your online portal.
Payment can be made online using a credit or debit card. You can also set up automatic withdrawals from your card via your online portal and your monthly invoices will then automatically be settled from your card.
Payment is due on the 1st of every month. If you have set up automatic withdrawals then we will attempt to settle your invoice a few days after the 1st of the month, and if that fails we will try again a few days later.
We will send you reminders for payment by email various times from the 1st until the 21st of the month, but if payment is not received by the 21st of the month your account will be suspended. Whilst suspended you will still be able to receive calls, make emergency calls, and access our payment gateway online in order to make a payment.
We will always give priority to customers with Special Needs wherever possible.
We want to ensure that we give you the best possible service. However, things do go wrong, and when they do we need to know about it so that we can ensure a satisfactory resolution.
We aim to correct the problem you encounter to your satisfaction and our Customer Support Team will try to solve your problem as soon as possible via our normal fault reporting channels.
If you are not satisfied with the way your issue has been dealt with, please ask to speak to a Support Manager or send us an email to complaints@u-mee.com. We will carry out a review of how your query was handled and will work with you to try to ensure a satisfactory conclusion is reached within 5 working days. All complaints will be treated confidentially and in accordance with our Privacy Policy as published on our website.
If you still feel that your complaint has not been dealt with to your satisfaction you may contact the Gibraltar Regulatory Authority.
It will be quicker if you contact us directly before referring the matter to the Gibraltar Regulatory Authority as they will need to be satisfied that we have had an opportunity to deal with your complaint. If you have not been in contact with us first the Authority will probably refer the matter back to us.
The Gibraltar Regulatory Authority is the Government Department set up to regulate telecommunications in Gibraltar. It is empowered by law to ensure that all telecommunications operators meet their obligations under the Regulations. It can also arbitrate, with your prior agreement, any dispute/complaint you may have involving our services. This scheme offers an easier resolution to disputes without engaging in potentially expensive legal action. Please however be advised that any application to arbitration does not discharge or relieve you of any obligations you may have to pay us any amount that is not in dispute.
Please contact us, or the Gibraltar Regulatory Authority, if you require further information on arbitration.
We value your privacy and adhere to the GDPR. You can find more information in our Privacy Policy on our website.