Code of Practice on Domestic Disconnections

Updated 7/9/2006

I. Objectives

The objective of these service restriction and disconnection guidelines and code of practice (“Code”) is to:

promote responsible behaviour by us and our customers;
encourage full and prompt payment of bills;
minimise debt and disconnections;
strengthen our customers’ awareness of our procedures in these areas; and
promote good customer service.

II. Relationship with Bulldog terms and conditions

The terms and conditions (“Contract”) set out our relationship with our customers and defines our and our customers’ legal rights and obligations. This Code sets out the procedures we expect to follow. However, it does not vary or add to the Contract and in the event of any inconsistency between this Code and the Contract, the Contract shall take precedence. However, if we depart from this Code we will explain why we have so departed.

III. Credit checking

When a potential customer contacts us, we may request information from that potential customer and their consent to use such information for the purpose of credit checking. Credit checking may be carried out by an approved third party. Subject to applicable data protection rules, we may pass personal data to such third party for the purpose of carrying out credit checks.

We may require verification of a potential customers’ identity. If required by us such verification information shall be retained for no longer than is necessary for the purposes of the credit check.

Our credit checking process is designed to ensure that our customers are able to pay their bills and to help them manage their exposure to debt.

We may decline to provide services to customers that have an unacceptable credit rating, and may instead take other steps to help potential customers manage their debt exposure, such as imposing a credit limit or seeking prepayment.

We will use all reasonable endeavours to ensure that our processes comply with all legislative and regulatory requirements.

IV. Customer credit limit

We will, in general, impose a default credit limit of £150 per customer per month. We may, at our sole discretion, impose a lower or higher credit limit on some customers.

If any customer wishes to increase their credit limit they may request such an increase at any time by contacting us. We may approve such a request, at our sole discretion, taking into account such customer’s credit rating and payment history.

We may change a customer’s credit limit at any time if, in our opinion, it is reasonable to do so in the light of such customer’s credit rating or payment history.

V. What is “service restriction” and “disconnection”

This Code talks about service “Restriction” and “Disconnection”. They mean:

“Restriction” (and “Restricted” and “Restricting” are to be read in the same way) means the restriction of a customer’s service to prevent the customer from incurring additional variable costs, whilst leaving the customer with a basic level of service.

A customer whose service has been Restricted will not be able to:

make outgoing telephone calls except to:

use the broadband service.

In certain circumstances, both the broadband and the telephone service will be suspended. A customer will continue to receive incoming calls.

“Disconnection” means physical disconnection of the voice and broadband service. In such circumstances, the customer will no longer be able to make or receive telephone calls, access the internet or use email.

VI. Breach of credit limit

This section describes what happens if a customer breaches their credit limit.

Breach of a customer’s credit limit occurs when the cost to the user of all services provided by us (whether billed or unbilled) exceeds their credit limit. We may change a customer’s credit limit from time to time as set out in this code.

We will use all reasonable endeavours to keep track of each of our customers’ usage rate and will use all reasonable endeavours to notify any customer we believe is likely to breach their credit limit as soon as reasonably practicable. However, our monitoring is based on customer’s past usage rates and we may not always be able to warn a customer that they are in danger of exceeding their credit limit. Any such notification will warn the customer that if they exceed their credit limit their service may be Restricted (see section V above).

If a customer breaches its credit limit then we may:

use all reasonable endeavours to immediately contact such customer informing them:

restrict such customer’s service.

We may, at our option, increase a customer’s credit limit rather than taking the steps set out above.

As soon as such customer ceases to breach their credit limit (because either their credit limit has been raised, or the customer has paid us), we will use all reasonable endeavours to cease Restricting such customer’s service as soon as reasonably practicable.

VII. Payment by customers

Customers will generally be required to enter into direct debit arrangements to pay their bills. We, at our discretion, may exceptionally accept other reasonable forms of payment, such as debit or credit cards for the payment of one-off amounts.

Cancellation of a direct debit will amount to a material breach of the Contract and will give us the right to terminate the Contract unless rectified.

VIII. Non-payment by customer

If any Customer does not pay their bills when properly due then:

Within 2 days:

We will use all reasonable endeavours to write to the customer:

(a) reminding them that they have not paid their bill;

(b) explaining how to pay their bill;

(d) informing the customer that if they do not pay their bill within another 14 days their service will be Disconnected; and

(e) informing the customer that we are starting debt recovery procedures and that failure to pay may adversely affect that customer’s future credit rating.

Within 9 days:

We will use all reasonable endeavours to write to the customer:

(a) reminding them that they have not paid their bill;

(b) explaining how to pay their bill;

(d) informing the customer that if they do not pay their bill within another 7 days their service will be Disconnected; and

(e) reminding the customer that we have started debt recovery procedures and that failure to pay may adversely affect that customer’s future credit rating; and we may Restrict their service.

Within 16 days:

We will use all reasonable endeavours to write to the customer:

(a) reminding them that they have not paid their bill;

(b) explaining how to pay their bill;

(d) reminding the customer that we have started debt recovery procedures and that failure to pay may adversely affect that customer’s credit rating; and we may Disconnect their service.

This process may overlap with the breach of credit limit process and is not exclusive of such process.

We may suspend this process prior to Disconnection in respect of any sums owing that are properly and reasonably disputed as owing by the customer.

If a customer requests a review of their payment position, we will use all reasonable endeavours to promptly undertake such review.

Customers should inform us if they intend to be away from their address for any period of time and/or anticipate any problems with paying their bills.

Our debt recovery processes are professional and meet all required standards.

IX. Unacceptable behaviour by customer

If we are informed, or become aware, that a customer is using the service in an unacceptable way (for example, for malicious or nuisance calls, denial of service attacks, etc) then we may take whatever steps we reasonably determine are required to address the unacceptable behaviour, including service Restriction or Disconnection.

In all cases where it is reasonable to do so, we will use all reasonable endeavours to contact our customer prior to any such service Restriction or Disconnection, and in any event will use all reasonable endeavours to contact our customers as soon as possible.

X. Fraud by customers

If we are informed, or become aware, that a service is being used fraudulently, then we may take whatever steps we reasonably determine are required to address the unacceptable behaviour, including service Restriction or Disconnection.

Customers are reminded that they are responsible for all use of their service and are advised to take measures to prevent unauthorised use or access by any third party.

XI. Removal of service restriction and reconnection

We will make no charge for removing a service Restriction.

We will make no charge for service reconnection if the original Disconnection was not made for a good reason.

XII. Disabled customers

Where bills are provided in alternative formats to meet a customer’s individual needs, we will take reasonable steps to ensure that communications and reminders under this Code will be provided in the same format as the bill.

XIII. Appeal process

If a customer wishes to appeal any decision taken by us under this code they may do so by setting out their concerns in writing to our Financial Controller. Any such appeal does not restrict the customer’s ability to seek dispute resolution underour dispute resolution code of practice.