These Service Terms apply to all broadband Internet access services provided by Supanet. They are subject to our Residential Terms and Conditions and, where we provide broadband Internet access services as part of a package of services, the terms of our Multi-Play Package Agreement also apply.

1. Meanings

Certain words used in these Terms have specific meanings. Where they do they appear in bold text. A list of the majority of these words is set out below under the heading “Defined Terms”. Others appear in the text of these Terms.

2. The Service

2.1 What Services Will We Provide?

In exchange for you paying the relevant Charges, we will provide you with the following:

• a) A single concurrent high-speed access to the Internet
• b) Technical Support (but not tuition)
• c) Software and other applications and features (if any) stated in your Order Confirmation.

2.2 What You Need to Use the Service

Before we can provide you with the Service you must satisfy the following conditions:

You must have:

• a) A valid contract for the use of an analogue direct exchange line which terminates on a master socket forming part of a public telecommunications network;
• b) An Access Device which meets the minimum technical requirements, which are:
  • Operating System: Windows Me, Windows 2000, Windows XP, Windows Vista, Windows 7
  • System Requirements: 200 MHz or faster
  • Wi-Fi enabled
• c) A line filter (also known as a micro filter) which Supanet may provide you with as part of the Service.
• d) An ASDL Modem or router.

2.3 The Service Address must be within the Service Availability Area. We will only provide the Service to the Service Address.

2.4 The Equipment (including but not limited to the modem and/or router) must be correctly installed;

2.5 The line must be activated by the Telecom Provider to accept the Service.

2.6 Activation of the Service may result in you experiencing a temporary loss of your analogue line. We accept no responsibility for and will not be liable for this loss.

2.7 Some modifications may need to be made to your Access Device to enable you to use the Service and it is your responsibility to ensure that such modifications do not invalidate the terms of any warranty or contract you may have in relation to your Access Device. We will not be liable for the invalidation or breach of your Access Device's warranty or any other contract relating to your Access Device as a result of work carried out by you, Supanet or Supanet's agents in order to make your Access Device operate with the Service unless such breach or invalidation is a result of Supanet's negligence.

2.8 You must cancel any other broadband (or other internet access service) supplied by another service provider through the BT or other non-cable telephone line that you wish to use to receive Service from Supanet and your telephone landline at the Service Address must be clear of your former service provider's broadband or internet access service.

3. Contract Minimum Period

The Contract Minimum Period for the Service(s) is 24 months (“the Contract Minimum Period”). Upon the expiry of the Contract Minimum Period you may terminate the Service(s) by giving us not less than 30 days written notice. Where we provide the Service(s) as part of a package of services and have agreed a shorter Contract Minimum Period for the Service(s) this may be subject to you complying with the applicable terms of that package in default of which a minimum term of 24 months from the Service Start Date will apply.

4. Charges – How Much Do I Pay?

4.1 Fixed Charges

Our standard charges for the Service are set out in the Price List. Where we provide the Service as part of a package of services we may agree to discount our standard charges.

The Charges you have to pay will be set out in the Price List and/or your Order Confirmation.

4.2 Usage Allowances

Certain service products have monthly data transfer allowances (“Usage Allowance(s)”) that stipulate the amount of data you can transfer each month, measured in Gigabytes, without any additional charges. Details of the usage allowance applicable to your chosen Service product are set out in your Order Confirmation, on the Website and in Showmybill. Should the amount of data you transfer exceed your usage allowance, Supanet may, at its sole option, limit your usage by use of "speed limiter", which prevents further data transfer once the threshold has been reached, or charge you for data transferred in excess of the usage allowance in the manner set out below.

The data you transfer using the Service is measured automatically and all data on your data usage is gathered in accordance with our Privacy Policy.

You can monitor your usage and the amount of data you transfer each month in Showmybill.

If in any billing month you exceed your usage allowance you will be charged for any bandwidth usage in excess of the applicable allowance in 1 Gigabyte increments at the rate of £1.29 per Gigabyte or as otherwise set out on the Price List.

Information and guidance on bandwidth use can be found on the Website.

You may upgrade to Service products with higher usage allowances at any time by contacting a member of our sales team.

You may only downgrade your Service product to a product with a smaller usage allowance after the Contract Minimum Period has ended.

5. Quality of Service - What Quality of Service Can I Expect?

5.1 We do not warrant (or promise) that the Service will be free of defects, uninterrupted or secure but we will endeavour to correct reported defects as soon as we reasonably can. In performing our obligations under the Contract we will exercise the care and skill to be reasonably expected of a competent internet service provider.

5.2 The quality of the Service is dependent on the distance of the Service Address from the BT exchange, the quality of your BT telephone line and the internal wiring at the Service Address, the number of other ADSL connections within the same cable to the exchange, interference from electrical devices at or near the Service Address, geographic, atmospheric or other conditions or circumstances beyond our control.

5.3 Supanet's provision of the Service is dependent upon the operation of the Telecom Provider's telecommunications network and the operation of the Internet in general. The Service is provided to you on a contended basis, which means that you share network capacity with other customers.

5.4 Supanet will not be liable for any failure or delay in the Service due to problems with the Telecom Provider's telecommunications network or the Internet in general, except to the extent that those problems are caused by our negligence.

5.5 Where you use Third Party Equipment or software in conjunction with the Service our provision of the Service is dependent upon the operation of the Third Party Equipment. Supanet will not be liable for any failure or delay in the Service caused by or due to problems with Third Party Equipment, except to the extent that those problems are caused by our negligence.

5.6 From time to time we may suspend the whole or any part of the Service for routine maintenance work. We will give you as much notice of any suspensions as is reasonably possible by posting details on the service status page at www.Supanet.co.uk or by e-mail, but we will not be liable for any loss suffered by you or others as a result of such suspension.

5.7 Whilst Supanet uses reasonable endeavours to keep the Service secure and free of viruses, worms and other hostile code we do not guarantee that this will be the case. Supanet reserves the right to suspend the whole or any part of its Service at any time without notice or compensation to investigate and take steps to try to stop or prevent any security breach or remove any suspected virus, worm or other hostile code.

6. Conditions of Use of the Service

6.1 You agree not to use the Services:

• a) to transmit or receive any material (including making telephone calls) that may be considered illegal, defamatory, offensive, racist, obscene, indecent, menacing (including when talking to our customer service agents) or allowing someone else to do these things, or connected with any criminal offence;
• b) to do anything, or allow anything to be done, which could damage our Network;
• c) to do anything in contravention of any and all applicable laws, statutes, rules of regulations in force in the jurisdiction in which you use the Service and where the Service Address are located.
• d) to do anything, or allow anything to be done, which constitutes a violation or infringement of the rights of any person (including rights to copyright or confidentiality) or a violation or infringement of any duty or obligation to any third party;
• e) to do anything which causes inconvenience or distress to any third party;
• f) for any marketing purposes or their procurement; or
• g) for fraudulent or criminal activities;
• h) other than in accordance with our Acceptable Use Policy

6.2 You agree not to tamper with your telephone line or otherwise do anything, which may cause damage to it.

6.3 We may require you to reimburse us for any reasonable and foreseeable losses, costs and expenses which we incur as a direct result of the misuse of the Service either by yourself or by someone you have knowingly allowed to use the Service we provide to you.

6.4 In using the Service, you must comply with:

• a) our Acceptable Use Policy both in letter and spirit and you must also take reasonable steps to ensure that other persons using the Service we provide to you also comply with this policy; and
• b) our Fair Usage Policy; we reserve the right to manage or regulate your usage in accordance with the Fair Usage Policy as amended from time to time.

6.5 All information and material submitted to and accepted by Supanet via the Service or the Website by way of contributions to chats, discussions and user reviews shall be deemed to be and shall remain your property. However, you hereby grant Supanet the royalty-free, perpetual, irrevocable, non-exclusive right to use, edit, copy, republish and distribute (for any purpose) any materials, data or other information that you submit to Supanet, and you will not submit any such content unless you are able to grant this right. Supanet shall not be subject to any obligations of confidence regarding such information, data or material except as required by law.

7. Storage Space

7.1 As part of the Service we may provide you with email facilities, web hosting and other services that involve Supanet providing online storage space.

7.2 In order to manage our computers and services Supanet may restrict the amount of storage space it provides. The current limits are set out on the Website and in Showmybill. We reserve the right to vary these limits from time to time and we will keep you informed via the Postboard of any changes. We also reserve the right to refuse to accept material and/or to delete material, which exceeds the relevant limit.

8. Privacy Policy

8.1 We will hold all information that you submit about yourself in a computer database. The ways we use your data are detailed in the Privacy Policy. For the purposes of providing you with telephone support you agree to your personal data being accessed from outside the EEC.

8.2 Please note that calls may be recorded and/or monitored for training and quality purposes.

9. Moving Home and Migrating the Service

9.1 Line Migrations and Transfer of Service

• a) If you have previously received broadband services from another service provider Supanet may be able to provide the Service to you using your existing telephone line and without the need to provision a new line. As part of the order/registration process we will seek to determine whether or not the transfer of your existing provisioned telephone line ("Migration") is possible.
• b) Where Migration is possible the time it takes to migrate your telephone line to enable you to receive the Service will vary depending upon the telecom provider and the contract you have with your telecom provider. You will not be able to use the Service until the Migration process has been completed. We will do all that we can to migrate your line as quickly as possible. If Supanet has been unable to migrate your line within thirty (30) days from the date of your Order Confirmation you may cancel the Contract by serving notice. You will be refunded any charges that you may have paid.
• c) If you have previously received a slower broadband service from another Internet service provider and wish to subscribe to faster Supanet Service products we will seek to migrate your line as explained above. Due to technical constraints which are outside our control, when your line is migrated, you will initially receive Supanet's Service on a like-for-like basis with the service you received from your previous service provider. Once Migration has taken place Supanet will seek to upgrade your line to enable you to receive the faster Service. The upgrading of your line should take between five (5) and twelve (12) days. Your ability to receive the faster broadband Service will be dependent on the quality and physical limitations of your telephone line, which will not be known to Supanet until after Migration has taken place. If due to these matters, which are outside of Supanet's control, your line cannot be upgraded to the faster speed, you agree to receive the Service for the remainder of the Contract at the optimum speed Supanet can provide the Service your Service Address from time to time. You agree that Supanet's inability to upgrade your telephone line to achieve the desired speed will not amount to a breach by Supanet of our obligations under the Contract entitling you to cancel or terminate. The Charges payable by you for the Service will be those set out in your Order Confirmation and in Showmybill, although we may agree to reduce your Charges, although we are not obliged to do so.

9.2 Moving House

• a) If you move from the Service Address and wish to continue to receive the Service at an alternative address you should contact Broadband Address & Number Change Support on the telephone number appearing at www.Supanet.co.uk.
• b) When we receive your request to supply the Service to a different address, we will terminate the Service at the Service Address and advise you whether you are able to receive the Service at the new address. If you are able to receive the Service at your new Service Address, subject to you committing to a new Contract Minimum Period and you paying a Home Move Charge, we will arrange for our Telecom Provider to provision the telephone line at your new Service Address to enable you to receive the Service.
• c) Within 14 days of the transfer of the Service to your new address we will refund any Charges that you pre-paid for the period you were without the Service as a result of the transfer. Supanet will use reasonable endeavours to provide the Services to you at the speed you have requested, however we cannot always guarantee this. The speed of your connection and download times may be slower depending on the length of any telephone extension cables at the new address, the distance your new address is from the telephone exchange, the speed and quality of your router and modem, and congestion on our network or the Internet.
• d) If, for reasons outside of our control, you are unable to receive the Service at all at your new service address, or you are able to receive the Service at your new address but, for whatever reason, decide not to do so your Contract will be treated as terminated. You will be refunded any pre-paid charges relating to the period beyond the date of termination. If termination occurs before the end of the Contract Minimum Period then condition 12.7 of our Residential Terms and Conditions will apply and you will be liable to pay an Early Termination Charge. The date of termination will be the date upon which the Services are terminated in accordance with condition 9.2(b) above.

10. Your Responsibilities and Obligations

10.1 Use of the Service

• a) Except as provided below, you are responsible for your use of the Service and for any use of the Service made using your account, whether or not you authorised or were aware of such use. Supanet will not, however, hold you responsible for any use of the Service that is made via your account without your authority as a result of Supanet's negligence or breach of these Terms.
• b) Your Service account is for a single connection only. Use of more than one concurrent connection to the Service may adversely affect the quality and/or performance of the Service.
• c) Supanet will only provide Technical Support for the single user Access Device and Equipment but not Third Party Equipment. If you chose to provide your own modem or router, or set-up your own network via a router (wireless or otherwise), this will be entirely at your own risk and Supanet cannot assume responsibility for any hardware or software associated with your network or its compatibility with the Service and we will not be obliged to provide Technical Support or advice for such devices or configuration.
• d) You may not transfer or give out your account details for others to use.
• e) Your chosen username or e-mail address must not mislead, infringe on others’ rights, cause distress, be obscene or indicate a connection to another person, company or organisation that has not been authorised. Supanet reserves (but has no obligation) to withdraw use of usernames or email addressed in breach of this condition without being liable to you for any loss you may suffer as a consequence.

10.2 Mailbox Housekeeping

• a) In order to enable the continued provision of the Service customers, limits are imposed on the amount of email server storage space made available for your use. The amount of storage space made available as part of the Service is specified by product type in the Price List, your Order Confirmation and in Showmybill.
• b) Supanet reserves the right at any time without prior warning to:
  • delete from your mailbox any emails stored in excess of your limit;
  • reject any new email sent to your inbox if your mailbox has insufficient remaining storage capacity to accept them;
  • reject emails sent from or to your email address if the size of the e-mail and/or attachment is in excess of 2 megabytes and
  • delete any emails stored in your mailbox for in excess of 60 days

IF YOU WISH TO RETAIN ALL OR ANY E-MAILS IN YOUR MAILBOX BEYOND 60 DAYS YOU ARE ADVISED TO DOWNLOAD YOUR E-MAILS TO YOUR ACCESS DEVICE. INSTRUCTIONS EXPLAINING HOW TO DO THIS CAN BE FOUND AT www.supanet.com

10.3 Webspace

• a) You are solely responsible for (and Supanet accepts no responsibility or liability for) the content of any web space provided to you as part of the Service. Supanet reserves the right (but shall be under no obligation) to remove from your web space without prior notice any materials that do not comply with the AUP.
• b) The amount of bandwidth and online storage available for your webspace is limited to enable Supanet to provide the Service to all its customers. Details of the online storage space and bandwidth allocated to you can be found in Showmybill.
• c) Supanet reserves the right (but is not under any obligation) at any time without prior warning to suspend the provision of the Service if you are using excessive bandwidth.
• d) You cannot link the webspace to a third party (i.e. non-Supanet.com) domain name.
• e) Functions such as CGI scripts or access logs are not available.
• f) Technical Support does not include support for HTML authoring or web page design.
• g) You are responsible for backing up data on your web pages. Supanet will not keep copies of your web pages and under no circumstances will we be responsible for the loss of any data or content on those pages if you have failed to properly back them up.

10.4 General

You are responsible for:

• a) any interoperability between your Access Device, Equipment and the public telephone service including but not limited to any issues within the internal wiring at the Service Address. We are not responsible if you are not able to use the Service because Third Party Equipment does not work properly, is not compatible with the Service or does not meet the Minimum Specifications or because of faults in any public communications network (if applicable).
• b) keeping your username and your password confidential and secure. You must not attempt to change your username. If you think that your username(s) has become known to any unauthorised person or may be used in an unauthorised way you must inform us immediately;
• c) complying with any and all policies or guidelines we may publish governing how you are allowed to make use of the Service including, but not limited to the Fair Use Policy and Acceptable Use Policy;
• d) providing, paying for and complying with the conditions applicable to an appropriate telecommunications connection provided by a Telecom Provider and you agree not to block any means of us identifying you or which address, telephone number or line that connection supplies;
• e) providing true, complete and accurate information in any communication with us including when you order or register to use the Service and that you will notify us immediately of any changes to such information;
• f) taking all reasonable steps necessary to ensure that any password allocated to you is kept confidential and is not used by any third party and notify Supanet immediately if you have any reason to believe that any such password has become known to a third party and/or that a third party is using or is likely to use such password to access the Service;
• g) making appropriate security and confidentiality provisions in relation to your use of the Service and ensuring that you have up to date virus protection in place on your Access Device at all times;
• h) keeping any appointments agreed with Supanet or its agents, necessary for the provision or repair, upgrade or enhancement of the Service or any Equipment and acknowledge that failure to do so may result in an Abortive Visit Charge becoming payable by you.

11. Software and Intellectual Property Rights

11.1 Supanet grants you a personal non-transferable and non-exclusive licence to use exclusively in connection with the Service any software and documentation owned by or licensed to Supanet, which is provided or made available for your use by Supanet in relation to the Service. This licence will cease immediately on termination of the Contract. If we supply you with software and/or documentation provided by a third party, you must use that software in accordance with and abide by the terms of software licence agreement supplied with it. All rights in all software and documentation remain the property of Supanet or its licensors.

11.2 Except to any extent permitted by law, you must not and must not permit any other person to copy, modify, alter or adapt any software or documentation provided by Supanet including, but not limited to, translating, decompiling, disassembling or creating derivative works.

11.3 You may not transfer, assign, distribute, rent, lend, sublicense or lease any software or documentation provided by Supanet.

11.4 You must keep confidential and protect the contents of any software or documentation provided by Supanet. This obligation of confidentiality and protection shall survive the cancellation or termination of the Contract but shall not extend to any information, which is in or comes into the public domain other than as a result of your breach of this condition.

11.5 Any addresses such as email addresses, IP addresses and domain names assigned to you by Supanet are and shall remain the sole property of Supanet. Unless we have agreed otherwise in writing, you will not be entitled to a dedicated IP address.

12. Technical Support

12.1 Supanet offers telephone technical support ("Technical Support") in respect of the Service. If you require Technical Support, please contact the telephone number shown at www.Supanet.com

12.2 Technical Support is available for:

• a) Service related issues when the Service is accessed using hardware running the following hardware and software:
  • Windows ME (Millennium)
  • Windows 2000
  • Windows XP Home
  • Windows Vista
  • Windows 7
  • Internet Explorer (connection, basic settings and advance settings)
  • Outlook Express (connection, basic settings)
  • Microsoft Outlook (connection, basic settings and advance settings)
• b) Equipment (excluding Third Party Equipment);
• c) filters supplied by us or on our behalf;
• d) installation of hardware and software provided by Supanet for use in relation to the Service;
• e) faults resulting in loss of connectivity in respect of the line provided by our Telecom Provider (we will refer any problems you may have to our Telecom Provider and act as a go between to try and diagnose and resolve your problem).

12.3 Technical Support does not include support of:

• a) Third Party Equipment
• b) software supplied not supplied to you by Supanet
• c) switchboards, PBX or networks through which you may access the Service
• d) home networking (aside from initial configuration and diagnosis of Equipment)

13. Our Responsibility to You

13.1 If you suffer a continuous total loss of the Service at any time after we have provided it, we promise to put things right by midnight on the third weekday (not public and bank holidays) after you have reported the fault to us unless a specific appointment date is agreed. We will treat a fault reported after 6pm on a weekday, or anytime at weekends or on a public or bank holiday, as if you reported the fault at 9am on the next weekday after the day you reported the fault to us.

13.2 By continuous total loss of the Service we mean the inability to make a connection to the internet using the Service due to a fault in any part of Supanet’s network, which excludes any third party network or any home network within your Service Address leading from the socket in your Service Address.

13.3 Should we fail to rectify reported faults that are within our control within the aforementioned time frame we will provide you with a credit for each whole day that we are late in restoring the Service. This credit will be equal to the daily charge of your rental for each day that applies. The prorated daily charge for the Service i.e. your monthly subscription for the Service multiplied by 12 and divided by 365. You will not qualify for a credit if the fault relates to your phone line or Third Party Equipment.

13.4 You must contact us in writing to claim a credit. If your credit request is approved it will be applied against future or current outstanding Charges due for the Service.

13.5 Our only responsibility is to pay you the credits described above, unless we are negligent.

14. What Happens at the End of the Contract?

14.1 You may end the Contract for the Service by serving notice in accordance with the termination provisions contained in our Residential Terms and Conditions. Condition 12.9 of our Residential Terms and Conditions sets out the circumstances in which you will be liable to pay an early termination charge in the event of early termination before the end of the Contract Minimum Period. The amount of this charge will not be more than the Charges you would have paid for the Services during the remainder of the Contract Minimum Period (assuming you would have used the Services to the minimum extent contractually possible during this period) less any costs that we are able to save as a result of the early termination, including any cost savings made as a result of us not having to provide the Services.

14.2 If you are using any services, applications or features, which are free of charge, these will end on the day your Contract with Supanet ends.

14.3 When you end the Service and do not request and use a Migration Authorisation Code (MAC) or another recognised transfer process to move to another service provider you will have to pay a Cease Charge. You will not have to pay this charge in the event you are moving home and we cannot provide the Service to your new address, for example, it is not within the Service Availability Area.

14.4 If you have agreed to pay any Deferred Payments they may be payable by you upon termination of this contract, in addition to any early termination charge.

14.5 If you have agreed to pay a disconnection fee instead of a Connection Charge, the disconnection fee will be payable by you upon termination of this contract, in addition to any early termination charge that may be payable by you in accordance with condition 15.4. Any disconnection fee payable by you in these circumstances will be stated on your Order Confirmation.

14.6 We will stop providing the Service to you and, without prior notice and without any liability to you may:

• a) delete all emails in your email account;
• b) remove your web site and delete any information held on it;
• c) reject all emails sent to your email account and notify the sender that your email account is inactive;
• d) cancel all email functionality provided to you as part of the Service; and
• e) delete all web space provided to you as part of the Service and the content of that web space.

15. Defined Terms

• “Abortive Visit Charge” means the sum of specified in the Price List;
• “Acceptable Use Policy (AUP)” means the acceptable use policy at http://www.supanet.com
• “Access Device” means a personal computer or hardware device (e.g. smart phone or tablet) used by you for accessing the Service;
• “Charges” means the charges payable by you for the use of the Service details including, where applicable, Deferred Payments, Cease Charges and Usage Charges, details of which can be found in your Order Confirmation, the Price List and in Showmybill;
• “Connection Charge” means the charge for connecting the Service(s) as detailed in the Price List;
• “Contract” means the legal agreement between you and Supanet made up of these Service Terms, the Residential Terms and Conditions, the Multi-Play Package Agreement (where you receive the Service as part of a package of services) the Price List, the Privacy Policy, the Fair Use Policy and the Acceptable Use Policy;
• “Contract Minimum Period” means the minimum subscription period commencing on the Start Date as referred to in condition 3 or as otherwise agreed in writing between you and Supanet;
• “Cease Charge” means the charge payable for disconnecting the Service(s) in the circumstances described in condition 14.3 as stated in the Price List;
• “Deferred Payments” means the sums referred to in your Order Confirmation that have been deferred until a later date;
• “Fair Usage Policy” means the policy posted on the Website from time to time aimed at maintaining the performance and availability of the Service for all customers;
• “Home Move Charge” means the charge for moving the Service to another Service Address (as referred to in condition 9.2(b) of these conditions. The amount of the charge is set out in the Price List;
• “Migration” means the transfer of an existing broadband service with another Internet Service Provider to Supanet broadband;
• “Order Confirmation” means the written confirmation of your order for the Service issued to you by Supanet in a durable format;
• “Postboard” means the Supanet postboard at http://www.supanet.com;
• “Price List” means the list of applicable charges and fees from time to time in force as posted at http://www.supanet.com;
• “Privacy Policy” means the privacy policy published on the Website from time to time;
• “Service” means the internet access service more particularly described in the Order Confirmation and in Showmybill.
• “Service Address” means the residential address at which Supanet agrees to provide the Service to you;
• “Service Availability Area” means the geographic area where the Service is available from time to time, as published on the Website;
• “Showmybill” means an area on the Website that you can access by entering your username and password that allows you to view details of the Service, data usage and billing and payment histories;
• “Supanet” or “our” or “we” means Supatel Limited (trading as Supanet), company registration number 267725 whose business address is at Quality Tower, 41 Constantinou Paleologou Avenue, 6036, Larnaca CYPRUS and whose registered office address is at STADYL Building, Corner of Them. Dervis – Florinis Street, CY1065 Nicosia, Cyprus;
• “Telecom Provider” means Supanet's provider(s) of elements of the Service(s), namely BT or such other provider as may provide elements of the Service to Supanet from time to time;
• “Third Party Equipment” means any equipment, including but not limited Access Devices, modems and routers, cables and filters not supplied to you by Supanet as part of the Service(s);
• “us” means you and Supanet; and
• “Usage allowance” means the monthly data download allowance, measured in Gigabytes;
• “Website” means the Supanet portal at www.supanet.com;
• “You” and “your” means the purchaser of the Service

SHOULD THINGS GO WRONG WE HAVE A CUSTOMER COMPLAINTS CODE WHICH TELLS YOU HOW YOU CAN MAKE A COMPLAINT AND WHAT WE WILL DO TO TRY AND RESOLVE YOUR COMPLAINT AND PUT THINGS RIGHT. OUR CUSTOMER COMPLAINTS CODE CAN BE FOUND AT www.supanet.com