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Code of Practice
BHTA has a strict Code of Practice for its member companies, and has attained stage one approval of the Code under the Office of Fair Trading's Consumer Codes Approval Scheme. The latest version of the BHTA Code, which is now in force, is the one published in October 2008 and can be downloaded here . Every company in membership of BHTA has undertaken to abide by the Code.
For more about CCAS visit http://www.oft.gov.uk/oft_at_work/consumer_initiatives/codes/ .
Contained within the Code of Practice for businesses is a personal Code of Conduct, which sets the minimum standards we expect from a member company's staff. It can be downloaded here .
BHTA also publishes two leaflets:
- Get Wise to the BHTA Code of Practice" summarises what the Code of Practice means.
- Get Wise to Making a Complaint" explains what to do if you've just bought a product and, for whatever reason, you are not happy with it.
Both are free of charge and can be obtained by calling BHTA on tel: 020 7702 2141 or email: bhta@bhta.com
SERVICES FROM BHTA, AVAILABLE TO ALL
BHTA Code of Practice
Every member must adhere to a strict Code of Practice which sets out what is expected from a member company. BHTA has achieved stage one approval from the Office of Fair Trading for the Code, under the Consumer Codes Approval Scheme. By completing Stage One, the BHTA has satisfied the OFT that its consumer code of practice promotes and safeguards consumer interests beyond the minimum requirements of consumer law. Key features and benefits of BHTA's code are:
- protection of prepayments or deposits paid by consumers in the event that a BHTA member is unable to meet a promise to deliver goods or services;
- an independent redress scheme (arbitration, free to consumers);
- independent disciplinary procedures with a range of sanctions, including warnings and ultimately termination of membership, to deal with non-compliant members; and,
- comprehensive monitoring procedures including inspection visits by independent inspectors, mystery shopping exercises
and a consumer satisfaction survey .
Some sectors have also chosen to offer a special Client Protection Scheme. Where this is the case, if a member goes out of business before ordered goods have been delivered, then fellow members undertake to supply the same or similar products and to honour any customer's deposit, up to a maximum of 15% of the total contract cost.
Complaints
If you are not satisfied with a product or service from a BHTA member; or you are not happy with the outcome of any complaint you have addressed to them direct, then the BHTA's complaints conciliation service attempts to resolve the issue without having to go to court. If conciliation attempts fail, independent adjudication (Arbitration) is available. Anyone wishing to complain to BHTA must send the Secretariat details of what has occurred, in writing, with copies of any relevant paperwork. Our address is: BHTA, New Loom House, Suite 4.06, 101 Back Church Lane, London E1 1LU or email complaints@bhta.com
Publications
Highly readable and colourful, BHTA's "Get Wise" leaflets are of tremendous use to wheelchair and mobility vehicle users as well as to those people thinking of buying a stairlift.
Three enduringly popular leaflets "Get wise to using public transport", "Get wise to using electric scooters and wheelchairs" and "Get wise to buying a mobility vehicle" have been redesigned and relaunched.
The other three more recent leaflets "Get wise - get more from your battery", "Get wise to buying a stairlift" and "Get wise - how to make sure your wheelchair remains stable" are also becoming a 'must read' by consumers and professionals alike.
A free sample copy of each is available on request from the BHTA Secretariat on email bhta@bhta.com or tel: 020 7702 2141, or multiple copies can be purchased (see details below).
There are six BHTA "Get Wise" leaflets:
- Get wise to using public transport (green). A wheelchair user's guide to public transport, with useful tips for safe travel in trains, buses and taxis. .
- Get wise to using electric scooters and wheelchairs (purple). A highway code for users. Written by wheelchair user Elizabeth Godfree this is invaluable for mobility vehicle users planning to travel on our roads and pavements.
- Get wise to buying a mobility vehicle (orange). A guide to helping you make the right decision. With so many vehicles to choose from, this leaflet gives the pros and cons of power chairs and scooter.
- Get wise - get more from your battery (grey blue). A guide to maximising the performance and lifespan of batteries for powered mobility equipment. Full of tips, this is written with the cooperation of leading battery manufacturers.
- Get wise - how to make sure your wheelchair remains stable (deep pink). BHTA guidelines on wheelchair stability for end users. This details the many factors that can affect stability, and therefore safety.
- Get wise to buying a stairlift (royal blue and grey blue). A guide to helping you make the right decision. A stairlift is a big purchase so it?s worth researching the options first.
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