New Ofcom Rules – General Condition 23
Ofcom has launched General Condition 23. It’s to protect people who buy mobile phones and services. So you know exactly what you’re buying. And who you’re buying it from.
The new rules fit the way Plan works - whether face-to-face, over the phone, online or on paper, we will always give you honest information and full details of everything you will need to have and know.
But some companies aren’t as honest. Some use aggressive or misleading sales tactics. Some even pretend to be us.
Here’s a guide so you know what to look out for.
What to do
First, read our Consumer Code of Practice.
All the key points from General Condition 23 are in the Code of Practice. But here are the key points that we will ensure we will be:
1. Transparent and clear.
Before you sign up or upgrade to a new contract, you should know:
- exactly what you’re paying for
- what the payment terms are
- how long the minimum contract is for
- how to cancel or end your contract early, and any charges you’ll have to pay
- about any other key charges
You should ensure you have a copy to keep.
You should never be misled. Ever.
You should never be forced or pressured into buying anything. And you shouldn’t be contacted outside of reasonable hours.
Whenever someone phones you, they should introduce themselves clearly and say why they’re calling.
Whenever you are sold something, the paperwork is retained for at least 6 months - showing who agreed to what, when and how. If the contract includes incentives (like cash back), the paperwork is kept until at least 3 months after it should have been fully redeemed. Make sure you keep hold of all your paperwork or emails too, so that you can go back and check anything if you need to.
We run rigorous checks on all our partners (companies and directors). But if you find they’ve broken any of these rules, report them to us.
- Protect your personal details. Don’t give your password to anyone unless you can trust who they are – and you’re sure why they need it.
- Don’t agree to anything over the phone unless you’re sure who you’re talking to, and what you’re signing up for. Ask them to put it in writing, before you say yes.
- Read the paperwork closely. If something doesn’t ring true, call us and check it out.
- Ask for ID if someone comes to your door. If they say they’re from O2, you can call us to check.