COMPUTER REPAIRS CODE OF PRACTICE

Computer Repairs Companies are included on the Computer Repairs Net (CREN) on condition that they comply with all the following sections of the CREN Code of Practice.

1. Repairers and Service Engineers will be competent to perform the repairs and services they undertake.
2. Any information seen on a computer being repaired or serviced will remain completely confidential unless a court orders its disclosure or unless it would be illegal not to disclose it.
3. Repairers and Service Engineers will only charge for work actually carried out.
4. If computer repairs or services are supplied within residential premises, all reasonable steps will be taken to ensure that vulnerable residents are not put at risk by Repairers or Service Engineers, or by anything a Repairer or Service Engineer may do.
5. Computer repairs companies disposing of computer drives or recordable material, shall dispose of them in such a manner that all personal information previously contained on the drive or material is completely destroyed.

If a complaint is made that a CREN registered company has failed to comply with one or more of the above sections of the CREN Code of Practice, the Registrar will follow up that complaint. If, in the opinion of the Registrar, the complaint is proven, then the Registrar will either, warn the company to take appropriate remedial action, or (at the sole discretion of the Registrar) remove that company temporarily or permanently from the Computer Repairs Net.

HOW TO COMPLAIN

We will only accept complaints if they are in writing.

1. The complaint must state which part of the CREN Code of Practice the computer repairs company has not complied with, and provide as much detail as possible.
2. On receipt of your complaint, we will send a copy to the computer repairs company and ask for their comments in writing.
3. Once we have received the reply from the computer repairs company, We will send you a copy and ask for your response in writing.
4. We will send a copy of your response to the computer repair company and again ask them to reply in writing.

Our complaints panel will then review all the evidence, and come to a decision. Our decision will contain the following three parts:
1. Has the complainant proved that the computer repairer has breached the Code of Practice. 2. If the complaint has been proved. Where the consequences serious or minor. 3. What sanction, if any, should be made against the computer repairs company.