STREAM Policies
Customer Care Policy
At Broadband Capital we respect our customers. We believe that you are entitled to the highest standard of service. We will actively seek your views about the services we provide and will respond effectively to complaints. From the first time you contact us our Customer Care Policy comes into place. Our experienced team will respond to your request with courtesy and will endeavour to put you first. Our trained staff members will be polite, friendly and helpful in dealing with your enquiry or problem. We will ensure that all major issues will be dealt with by a Manager of the Company.
At Broadband Capital we will ensure:
- that you have easy access to any policies and procedures which are necessary in order to deal with your enquiry, issue or complaint.
- that your telephone call will be answered with five rings
- that your email correspondence will be answered within two working days
- that your postal correspondence will be answered within five working days of receipt
- that we treat you with respect and courtesy at all times.
Data Protection Policy
Broadband Capital Limited collects and uses certain types of personal information about staff, work placement students, customers (that is pupils, parents/carers, businesses), suppliers, and other individuals who come into contact with the Company in order to provide Internet Protocol TV and other associated functions. In addition, the Company may be required by law to collect and use certain types of information to comply with statutory obligations of the Local Council, Central Government, Funding Bodies or any other bodies.
This policy is intended to ensure that personal information is dealt with properly and securely and in accordance with the Data Protection Act 1998 and other related legislation. It will apply to information regardless of the way it is used, recorded and stored and whether it is held in paper or electronic files.
The eight Data Protection Principles as laid down in the Data Protection Act 1998 must be followed at all times by those processing and storing information:
- Data must be processed fairly and lawfully
- Personal data shall be obtained only for one or more specific and lawful purposes.
- Personal data shall be adequate, relevant and not excessive in relation to the purpose(s) for which they are processed.
- Personal data shall be accurate, and where necessary, kept up to date.
- Personal data processed for any purpose(s) shall not be kept for longer than is necessary for that purpose.
- Personal data shall be processed in accordance with the rights of data subjects under the Data Protection Act 1998.
- Appropriate technical and organisational measures shall be taken against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data.
- Personal data shall not be transferred to a country outside the EEA, unless that country or territory ensures an adequate level of protection for the rights and freedoms of data subjects in relation to the processing of personal data.
Broadband Capital Limited is committed to maintaining those principles at all times. This means that we will:
- Tell you what purposes we will use information for when we collect it
- Tell you if information will be shared, with whom, why and under which circumstances
- Share personal information with others when it is necessary and legally appropriate to do so
- Check the quality and accuracy of the information we hold
- Ensure that information is not held longer than is necessary
- Ensure that information is disposed of appropriately when no longer required
- Ensure the application of appropriate security measures to safeguard personal information whether held electronically or in paper format
- Set out clear procedures for responding to requests for access to personal information known as subject access in the Data Protection Act
- Train our staff in the application of our policies and procedures.
Access to Information
For a small fee, a person may request to view the personal data that BCL holds about them. This person can then request that any incorrect information is corrected.
Complaints
Complaints under this policy should be made to the Managing Director of Broadband Capital Limited who will decide if it is appropriate for the complaint to be dealt with under the complaints procedure. Complaints which are not dealt with under our Complaints procedure should be forwarded in writing to the Information Commissioner. The Managing Director will usually deal with complaints regarding procedural issues, due process and timeliness; complaints that involve consideration of personal data or sensitive personal data should be referred to the Information Commissioner.
Contacts
If you have any concerns or questions in relation to this policy please contact Jackie Burnett, General Manager, who will also act as the contact point for any requests under the Data Protection Act.
Further advice and information is available from:
www.informationcommissioner.gov.uk
Enviromental Policy Statement
Broadband Capital Limited (BCL) is the region’s leading provider of Internet Protocol Television integration for the delivery of public sector services in Kingston upon Hull. BCL is an office based organisation that is dedicated to minimise its impact on the environment. The company considers that its use of utilities and creation of waste has little environmental impact but has established systems to ensure that the impact is minimised.
Broadband Capital Limited does recognise that it has significant opportunities to promote environmental good practise and encourage energy efficiency through the provision of services via the Internet and Set-Top boxes.
The Company is committed to exceeding legal requirements, reducing waste, recycling and the development of sustainability in all its activities through the delivery of the following objectives:
Objectives
- Using energy efficiently
- Using water efficiently
- Reducing waste produced
- Recycling waste items that cannot be eliminated
- Purchasing energy efficient equipment
- Purchasing and specifying recycled paper
- Reducing transport emissions
- Influencing others by promoting energy efficiency, waste reduction and reuse ideas
- Working with customers, suppliers, and interested parties to identify and improve their environmental performance
- Providing training for all staff
- Working with local recycling and community based organisations to encourage and support the development of environmental best practice
- Monitoring the improvement that it is making by setting objectives and targets and establishing a formal environmental management system meeting the high standards of Eco Management and Audit Scheme (EMAS)
Details of how these objectives are being achieved are shown in the Sustainability Plan.
Responsibilities
The General Manager is responsible for achievement of the objectives and is supported by a Green Team.
This policy is published on the Website www.streamonline.co.uk and reviewed annually.
Signed: Mark Jone
2nd February 2007
Position: Managing Director
Freedom of Information Policy and Procedure
Scope
This Policy outlines Broadband Capital’s approach to access to information by the public and employees in accordance with The Freedom of Information Act 2000.
The Policy applies to all information held by BCL irrespective of ownership.
The Policy and Procedure covers all requests for information, except requests from individuals for their own personal data. Requests from individuals for their own personal data will be handled under the Company’s Data Protection Policy, in compliance with The Data Protection Act 1998.
Objective
To ensure compliance with legislation, in particular the Freedom of Information Act 2000, in responding to requests for information by defining a request handling policy.
Procedure
Introduction
The actions below describe the procedure to handle an Information Request so as to comply with the requirements of The Freedom of Information Act 2000 and The Environmental Information Regulations 2005.
- Written requests for information may be accepted by any employee of Broadband Capital Limited. Verbal requests must be recorded.
- All requests for information from the media (press, TV researchers, journalists etc) must be referred to the Managing Director.
- Requests for information will be recorded and monitored by the General Manager.
- Fees and Exemptions from disclosure will be applied by the General Manager.
- The decision on whether to release information in the event of a request will be taken by the General Manager to ensure compliance with timescales.
- Information must not be deleted or disposed of, after the receipt of a request, as this may lead to a prosecution under the Act.
- Requests for information will be supplied within twenty (20) days if at all possible.
Information Classification
- There are two classifications of information, Information which is ‘PUBLIC’ and Information which may be ‘EXEMPT’ under an FOI exemption (this includes client and employee personal information).
- If information requested can be withheld under an exemption, consideration will be given to making the information public.
Charging
- The legislation does not require the Company to satisfy information requests if the retrieval costs are greater than the ceiling cost. However, the Company will endeavour to supply all requests for information even those above the ceiling. This will be balanced against the resource needs of service delivery.
- There will be no distinction for charging purposes between information requests from employees and the public. The exception to this are requests by employees for their own personal data, Subject Access Requests which should be handled under The Data Protection Act Policy.
Non Compliance with the Legislation and Policy
- Line managers are responsible for ensuring that employees’ response to information requests remains appropriate and is in accordance with this Policy and Procedure on Freedom of Information.
- Managers must ensure that instructions they give to employees, relating to requests for information, comply with any legislation and/or Company Policy.
- Employees must also be aware of the provisions of the Freedom of Information Act 2000 – an Act which makes provision for the disclosure of information held by public authorities or by persons providing services for them.
- All employees must be aware of their own obligations with regard to the disclosure of Company information and the use of Company information.
- Employees not complying with this Policy or legislation will be dealt with under the Company’s Disciplinary Procedure. Non-compliance may be deemed an act of gross misconduct. In the event of non-compliance by an agency worker or casual worker, his/her work with the Company may be terminated.
Complaints Policy and Procedure
Policy
We, at Broadband Capital Limited believe that any user of its services and resources has a right to expect an excellent standard of service at all times. It is with this in mind that Broadband Capital Limited has this Policy that can be used when that standard of service is less than expected for whatever reason.
All complaints will only be discussed with the people who need to know in order to put things right and any complainant will be told who those people are.
Broadband Capital will seek to learn from valid complaints and will make changes to operating procedures and practices where necessary.
The person responsible for the effective implementation of this Complaints Policy and Procedure is the General Manager of the Company.
Scope
This policy covers all complaints made by dissatisfied customers and members of the general public.
Broadband Capital reserves the right not to investigate complaints that are considered to be vexatious or malicious.
Procedure
You may wish to have a friend, family member or other person with you at any stage in this procedure.
At each stage of the procedure, the person dealing with your complaint will try to keep you informed of what is happening with your complaint.
Step One:
If you are not happy with any aspect of your contact with us/the service we provide you can tell the General Manager of the Company
By telephone
By writing a letter
By arranging to see her
The General Manager will investigate your complaint and you will receive a response within seven days.
Step Two:
If you are not happy with the response you receive from the General Manager then you can speak with the Managing Director of the Company.
By telephone
By writing a letter
By arranging to see him
The Managing Director will investigate what has already happened and he will give you a response within seven days.
Step Three:
If you are not happy with the response from the Managing Director, you can get in contact with the Chair of the Board of the Company,
By telephone
By writing a letter
By arranging to see her/him
The Chair of the Board will investigate what has already happened and s/he will give you a response within fourteen days.
If you are still not satisfied with how your complaint has been dealt with, the Chair of the Board will talk to you about how you can proceed with your complaint, for example you may wish to speak with personnel at our funders.
Useful contacts:
Broadband Capital Reception 01482 482900
Jackie Burnett, General Manager 01482 482913
Mark Jones, Managing Director 01482 482900
Steve Fleming, Hull City Council 01482 300300
We will always endeavour to fully investigate all complaints but sometimes, once all our procedures have been exhausted, there may be little further action we can take. Hence, very occasionally, when all else has failed, we may advise complainants that if their complaint has been fully examined and fully addressed, and unless there is substantive new information to support the complaint, no further action can be taken and the matter will be considered closed.
