You will receive your Tele2 bill by post. All bills must be paid by the due date.

We will add monthly charges for your services to your bill for the month to come. Your bill will clearly describe the service, together with the charges that apply to you and any discount you may be entitled to.

We will charge for part months in proportion by multiplying the number of days in the month where your service has been active (that is, when you've been able to use it, even if you haven't used it).

Recent payments and the current balance due on your account will appear on your bill. (Payments you have made within 10 days of dispatch of your bill may not be included) The payment due date will be clearly shown, so remember, pay your bill on time to avoid receiving unnecessary reminders, any late payment charges, or having your account suspended.

We will charge you for the phone usage on the line registered with us.

How to pay
You can pay your bill in the following ways:

• Direct Debit
• Credit card
• Debit Card (note that some card types are not accepted)
• Cheque
• Over the counter at your bank or building society or at a post office through the GIRO scheme

If you do not pay by Direct Debit, we charge you an extra fee for administration. We will add this to your bill.

Other charges
In the event of late payment for any reason, we may charge you interest on overdue amounts or an administration fee.

If you pay your bill by cheque, credit or debit card and your bank refuses to make the payment, we may charge you for the bank charges and extra administration costs.

If you pay by another currency other than pounds sterling, we may also charge you for the bank charges and extra administration costs.

Itemised bills
We offer 2 options for itemising your phone and Internet calls:

• No itemisation (you simply see the total calls and cost of calls made).
• Fully itemised (all calls will be shown).

Your itemised bill will also describe other important pieces of information that are relevant to each call you have made including:

• the time of the call
• the duration of the call
• the date of the call
• the called number (for phone calls only)
• the destination of the call (for phone calls only)
• the cost of the call.

It will also give the total number of national, international and mobile calls you've made, per service number.

We check bills to make sure we have charged you correctly. For billing queries please call our Customer Services team on 0207 891 5000 for an explanation of the charges or, if necessary, investigate the matter further.
If we agree that we have made a mistake, we will adjust your account accordingly. You can also e-mail us at customer.servicesUK@tele2.com or write to us at:

Tele2 UK Communication Ltd.
PO Box 1311,
Kingston upon Thames, KT1 9AB

Unexpectedly high bills can sometimes arise from using premium-rate services. We appreciate that this can be by accident or because you may not be aware of the cost. Calls made to live services or chat lines are charged at premium rates, and you should be told of the charge before you go ahead with the call. If any call is made without your permission or knowledge, you should contact our Customer Services team on 0207 891 5000 immediately. They'll make sure that it's investigated and assist in barring such calls where applicable.

Independent Committee for the Supervision of Telephone Information Services (ICSTIS) regulates the content and promotion of premium-rate services through an industry code of practice. For more information or to make a complaint about a premium-rate service, you should contact ICSTIS on the number listed at the back of this leaflet. You can also see the ICSTIS code of practice on their website at www.icstis.org.uk

Creditworthiness
When you register with us as a customer for our services you will have to agree that we can carry out credit and fraud checks against your personal details. We use other agencies to collect this information and we will pass your personal information to outside credit reference agencies, anti-fraud agencies and their customers. Details can be obtained from our Customer Service team.

In some cases, we may need proof of your identity (for example, if you've moved recently, we may not be able to find your credit history). We will return any documents to you as quickly as possible.

Prepayments
We ask some subscribers for a prepayment (for example, if you don't meet our credit terms or if you go over your credit limits). We work out the prepayment using the type of service you have asked for and the results of your individual credit score. We will use your prepayment to pay any charges to your account.

Credit limits
We may apply credit limits to your account for charges you run up in each billing period. We will base your credit limit on the results of your credit score and payment history. We will tell you what your personal credit limit is.

If you go over your credit limit, we may demand that you pay your outstanding balance immediately, or we may suspend the service.

If we suspend your service, you'll still be responsible for all charges you run up, including those over your credit limit.

To find out what your credit limit is or if you feel your credit limit is not appropriate, please phone our Customer Services team 0207 891 5000.

Where we notice unusual calling patterns made from your phone, may contact you to make you aware of any change in pattern to protect your interests. We may also suspend your service to prevent the service being used until we investigate further.

If you suspect that someone is using your phone without your permission, please phone our Customer Service team on 0207 891 5000.

Others assisting you
If you wish, we will be pleased to talk to another person or an agency acting on your behalf as long as you first confirm that they have authority to act on your behalf. This is to make sure that we follow the Data Protection Act. We'll discuss and agree the person's or organisation's responsibilities with you and them, to make sure that everyone fully understands.

Then call our Customer Service team on 0207 891 5000.

We may be able to help you by accepting instalment payments, but it's important that problems are notified to us quickly so your service is not affected and collection action can be avoided. If you're away for an extended period, please let us know so we can make arrangements for your account to be paid.

If you have still not paid your bill by the date it is due, we will contact you and arrange for you to make a payment. If you can't make a payment at the time, we'll discuss the options available to you. If you still don't pay your bill, we may restrict your service. As a result, you will not be able to make outgoing calls until you have paid the overdue balance on your account.

If another person or organisation is involved, we will tell everyone involved what we will do and what you and they must do.

Other agencies
There are many agencies that can provide help and advice if you're having difficulty paying your bill. You can find details in your local library and phone books. We have provided some useful contact details in Section 5 following.

Failure to pay your Tele2 bill
If you don't pay your bill after we have tried to contact you, we'll write to you to tell you that we plan to disconnect your service. This will usually be within 7 days of our letter.

At this point, we may refer your account to a debt collection agency. This process may lead to you being registered with a national credit agency, which will affect your credit rating. We will add any extra costs involved in doing this to your outstanding account.

If we disconnect your service, we will pass your details to an outside agency that has the authority to recover unpaid bills on our behalf. All our outside agencies meet the standards approved by the relevant industry organisation. If you would like details of these outside agencies, phone our Customer Service team on 0207 891 5000. Outside agents are registered with the Office of Fair Trading and are regulated by the Credit Services Association. They are also members of FENCA (Federation of European Collection Agencies) by association to the CSA (Credit Services Association).

If you give us false information, we may disconnect your service without notice to you. We may also register your details with fraud prevention agencies. If you would like details of these agencies, phone our Customer Service team on 0207 891 5000.

You or a person on your behalf must use the service in line with your contract. Any improper, immoral or illegal use will result in immediate disconnection and possible court action.

If we receive complaints about how you use your phone or e-mails, or the Internet, we also have the right to disconnect your service.

If you feel that we have disconnected you by mistake or unfairly, you can appeal against this immediately by phoning a member of our collections team. We will fully investigate the circumstances and tell you what the outcome is as quickly as possible.

Service reconnection
We may reconnect your service if you have paid your previous overdue balance in full. Before we reconnect your account, we may charge you a reconnection fee and a prepayment or security deposit.

However, we may choose not to reconnect an account disconnected for non-payment.

If we disconnect you by mistake, we will not charge you reconnection fees, security deposits or prepayments.

You can cancel your fixed line service over the phone, by fax, by e-mail or by mail to the following address:

Tele2 UK Communication Ltd.
PO Box 1311,
Kingston upon Thames, KT1 9AB
Fax: 020 7891 1510
Email: customer.servicesUK@tele2.com