Regulatory Information

Important Information

Rejuvenate provide access to public emergency call services to all customers within England, Wales, Scotland and Northern Ireland. 

When dialling either 999 or 112, your call is routed from the Rejuvenate VoIP network to national emergency operators who will handle your call. The emergency operator will ask for specific information to correctly transfer your call. You will need to state clearly and promptly the nature of your emergency, your location and phone number, and any other requested information. The emergency operator will then route your call to the appropriate emergency agency, such as:

  • Police
  • Fire Brigate
  • Ambulance
  • Coastguard
  • Mountain Rescue
  • Cave Rescue

Update your 999/112 Emergency Address

Your Rejuvenate VoIP phone service is portable so it is important that you register the location of your device and keep it updated. This information should be visible to the Emergency Services so they can see where assistance is required. Please advise us of all changes to your address information. 

Power & Service Outages Can Prevent Access to Emergency Services

  • Emergency Services and your Rejuvenate VoIP Service WILL NOT function during an electrical power or broadband provider outage, or if your Rejuvenate account has been terminated or suspended.
  • It is highly recommended that you ensure you have an alternative means of contacting the emergency services such as a mobile phone or wired phone that is connected to the PSTN.

At Rejuvenate we work hard to make our customers lives simpler. We strive to ensure that all of our customers receive the highest level of service. Issues are rarely encountered, but if you want to speak to someone about a complaint, you can call us on 01202 237 273, where we will try to resolve the issue to both parties satisfaction.

If you’d prefer, you can put your complaint in writing, in the first instance, please write to the person who handled your query: that’s usually the quickest way to resolve a problem. If you’re still not satisfied, ask for your complaint to be escalated. 

Information we’ll need from you

We will need:

  • a clear, detailed description of what your complaint is about copies of any letters or emails related to the complaint.
  • a case reference number, if you have it
  • your email address or postal address (so we can reply)

We aim to respond to complaints within 5 working days. If we can’t reply to you within this time, we will let you know and tell you when you can expect a reply.

If you are not satisfied with the outcome of your formal complaint you and at least 8 weeks have passed from the date of your formal complaint to us, you may be able to refer your complaint to the external dispute resolution scheme who will investigate your complaint independently.

Rejuvenate is registered with Information Commissioners Office for Data Protection and Retention purposes.

Any personal information that we collect will be used in accordance with the 1988 Data Protection Act and other applicable laws and for the purposes that the data was originally collected.

Rejuvenate takes all reasonable steps to ensure that there is no unauthorised access to your personal data.

We may use the personal data that we have to promote our products and services but these details will not be passed to any other organisations for marketing purposes.

In some circumstances we may be required to supply information to Government or Regulatory bodies, such as the police where the law requires us to do this.

We may record phone conversations in order to provide training services, or to provide evidence of a transaction.

If you wish to know what personal information Rejuvenate store about you, or would like to remove or update your personal information, simply write to us:

By Post:

9 Castle Parade, Bournemouth, Dorset, BH7 6SH

By Email:

helpdesk@rejuvenate.it

We always aim to sell our mobile services in a fair and straight talking manner. But as a mobile provider, Ofcom also asks that we give you a summary of a set of rules called General Condition 23.

You can read them in full or get in touch if you’d like us to send you a copy. 

These rules make sure that when we sell or market our services:

  • we give you all the information you need when you’re deciding to buy a mobile phone or plan
  • we don’t do anything that’s dishonest, misleading or that deceives you
  • we don’t contact you in an aggressive or inappropriate way.

We follow these rules whether you’re buying your mobile service from our in-person, over the phone with one of our team, or through a partner company.

We take all reports of nuisance calls seriously.

As a Communications Provider handling a very large number of calls every day we are as keen as the recipient of the call to stop the problem. If you receive a nuisance call you should follow the guidance below:

  1. If you feel the calls are of a  threatening or harassing nature you should report them to your local police force, by dialing the non-emergency number – 101.
  2. If the call is an unsolicited sales, or marketing call:
  • Contact the organisation that is calling you and tell them that you no longer wish to receive calls from them. Such organisations should not call you, if you request that you no longer wish to be contacted by them.
  • Register with the Telephone Preference Service (TPS). This is a national register that says you no longer wish to receive unsolicited sales and marketing calls. In the event that you are registered with the TPS and you are still receiving calls, you should report the issue to them and they will escalate the breach to the Information Commissioners Office who has the power to fine any organisation in breach of this regulation.
  • Additionally, you can make a complaint to the relevant regulatory body. For information on what you should do, please visit Nuisance Calls and Messages provided by OFCOM.

In the event that a nuisance call has been made to you by a number that you believe is hosted on the Rejuvenate VoIP network, please contact our Support Team, using the details below.

Email: helpdesk@rejuvenate.it

Tel: 01202 237 275

We will investigate and deal with the matter promptly and keep you informed of our progress.

CLI Presentation

Rejuvenate insist that all of its customers present a valid CLI for all outbound calls that are made using its services. The CLI must be:

  1. A valid telephone number that they can be called back on. Or.
  2. In the case of hosted telephony and  SIP trunk customers, the CLI may be withheld. Please note for any customer that takes dialler services, including CallBack Queue Buster, or Campaign Manager, the CLI must not be withheld.

All DNS modification requests should be submitted to helpdesk@rejuvenate.it.

All requests will be processed without additional charge within 24 hours.

Domain name and DNS support is available Monday to Friday between the hours of 09:00 and 17:30 on +44(0)1202 237 275

Our charges

All .uk domain name registrations, renewals and ongoing domain maintenance are charged at £10.00 + VAT set over a 1 year period. We do not charge a release fee.

Any changes to our contracts and charges will be published on this web page.

Note: Applicants and owners of .uk domain names should read Nominet’s Terms and Conditions

Domain renewals

We will contact you at least 30 days before your domains are up for renewal. Alternatively, you can contact helpdesk@rejuvenate.it to confirm or cancel your domain registrations. We do not charge a cancellation fee.

Domain cancellations, expired and expiring domain name registrations

We will contact you via email if your domain name registration is expiring and again if your domain name registration has expired. Notification of a domain cancellation should be sent to helpdesk@rejuvenate.it. We do not charge a cancellation fee.

Complaints

Should you be dissatisfied in any way with the domain name services we supply, please write to Domain Name Services at the following address:-
Domain Name Services
Rejuvenate IT, Unit 9 Castle Parade, Bournemouth, BH76SH

Abuse

Please refer to our ‘acceptable use’ statement. If you consider any website content hosed by us as abusive or you need to report instances of domain abuse to us, please contact helpdesk@rejuvenate.it

Contact us

If you require any further information, you can contact us via our Contact Page. We will respond within 24 hours.