GENERAL INFORMATION Privacy Policy Code of Practice Terms & Conditions
     
  1. Who we are
  2. Billing and payment
  3. Faults, complaints and feedback
  4. If you want further advice
  5. Useful contact numbers
  6. Social and Environmental responsibility
  7. Sales and Marketing
    1. Introduction and Overview
    2. Status of Code
    3. Sales, Marketing, Advertising and Promotion
    4. Recruitment and Sales Training
    5. Customer Contact
    6. Entering into a Contract - information, order forms and contracts
    7. Consumer Protection and other Legal Requirements
    8. Audit of Contracts
    9. Complaints Procedure
    10. Publicising our Code
  1. Introduction and Overview
    1. Tele2's main aim is to avoid issues arising before, during and at the point of sale. Tele2's drive, in implementing this Code, is to avoid instances of mis-selling and misrepresentation. We will also endeavour to ensure customers have a full understanding of the services offered and the full terms of any contracts they enter into.

    2. Key objectives:

       

      To ensure that Tele2 provides its Customers with standards of protection equal to or better than those provided by law.

      To ensure good practice and the responsible marketing of Fixed Line Telecoms Services and, to help Customers understand the standards of service and behaviour to be expected;

       

      To provide a clear selling framework that provides reassurance to Customers and Consumer Representatives as to Tele2's practice, in the sales and marketing of our Fixed-line Telecoms Services.
    3. Tele2 have procedures in place for sales and marketing staff to be informed of the Code of Practice for Sales and Marketing ('the Code' and for monitoring their compliance with it.
    4. Our Code will be supplied on request to new customers free of charge and is also available on our website.
    5. The person responsible for compliance with the Code is Cecilia Tiblad.
      Her contact details are:
      phone   020 7891 5000
      email customeropsmgr.uk@tele2.com
      postal CoP Compliance,
      PO Box 1311
      Kingston upon Thames,
      KT1 9AB
  2. Status of Code
    1. Non-compliance with the Code does not affect the validity of any contract between Tele2 and a Customer, unless otherwise provided by law.
  3. Sales, Marketing, Advertising and Promotion
    1. Tele2 will act responsibly and comply with this Code in connection with promoting, marketing and selling fixed line telecommunications services.
    2. Customers' wishes will be respected where they have registered with any relevant preference service, including the Mailing Preference Service , the Telephone Preference Service , the Fax Preference Service and the E-mail Preference Service.
    3. Advertising and promotion will comply with the British Codes of Advertising and Sales Promotion.
  4. Recruitment and Sales Training
    1. Tele2 have procedures in place for the selection of staff involved in direct contact with customers, for the purposes of sales and marketing.
    2. Tele2 requires its third party agencies to have appropriate procedures for the selection of sales people, who are involved in direct contact with customers.
    3. The recruitment of sales staff will take into account the following criteria:
      • Recognising that the sales person will be representing Tele2. We therefore insist on high standards of behaviour and appearance.
      • References (see below)
      • Any available evidence of mis-selling or lack of integrity in any previous selling employment.
    4. Tele2 requires potential UK based sales staff and contractors to:
      • Comply with their obligations under UK Employment Legislation.
      • Provide referees who are not be related to the applicant;
      • Provide business referees who are not from the same company;

      If a sales person transfers to another company a copy of his or her records will be retained for a minimum period of 6 months. Tele2 will endeavour to retrieve identification badges of staff leaving the company.
    5. Tele2 requires sales staff and contractors to be trained, so that they have sufficient understanding, that any relevant advice given by such person is not misleading.

      Topics covered to include:
      • Arrangements for competition in the supply of telecommunications in the UK.
      • The different telephone products and services provided by Tele2 and how these differ from other competitive telecoms products and services.
      • The process for ordering the telephone service.
      • Tele2 pricing and its terms and conditions of service and, in particular, methods of payment.
      • Duration of contract and any termination fees;
      • The nature and cost of any additional Tele2 services, if required.
      • The process for cancelling the contract during the cooling-off period and at any time following commencement of the service;
      • The existence of this Code of Practice and the benefits that it provides
    6. Responsibility for the compliance of this code by our representatives or agents rest with Tele2.

      Tele2's Compliance Manager has responsibility for:
      • Ensuring The Code is observed by our selling agents
      • Handling complaints relevant to the Code
    7. The Tele2 remuneration systems are structured so as to positively discourage misleading or exploitative sales practices.
    8. Tele2 requires its sales and marketing contractors to keep it informed of incentive schemes they provide to their sales staff.
  5. Customer Contact
    1. No direct sales representative shall visit a residence before 8.00am and after 8.00pm.No telesales telephone calls shall be made before 8.00am and after 9.00pm , unless requested by the customer.
    2. Tele2 representatives involved in face-to-face direct sales and marketing will be issued with an identity card that clearly displays


      • The Tele2 name
      • a unique identification number for that representative
      • The representative’s name
      • a photograph of the representative (not more than 12 months old)
      • The expiry date for validity of the card.


      On request, identity cards are available with key information in Braille.

    3. All representatives will immediately identify themselves as representing Tele2 and the purpose of the call. When visiting or meeting in person, they will show their identity card for examination.
    4. All representatives will take reasonable steps to be informed of local authority initiatives and password schemes such as the Local Distraction Burglary Initiative.
    5. Representatives will not misrepresent the services being offered. Representatives will check that customers entering into contracts understand the contract and intend to enter into a contract with Tele2.
    6. Representatives will cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long. If the customer requests it, the discussion will be ended immediately and, if making a doorstep call, the representative will immediately leave the premises.
    7. Representatives will respect and will not abuse the trust of vulnerable customers including the elderly or whose first language is not English, or those who have special needs. Representatives will not sell to customers where it is apparent that they may be vulnerable e.g. persons in sheltered housing.
    8. No sales or marketing activity will be directed to persons who are under the legal age for entering into contracts.
    9. Marketing campaign records will be maintained for 6 months , including the date and the approximate time of the contact with the customer. Records maintained will allow subsequent identification of the sales representative and to assist in dealing with any complaint or query.
  6. Entering into a Contract – information, order forms and contracts
    1. The representative will check if the customer is authorised to enter into a contract for the Fixed-line Telecoms Service.
    2. Tele2's order forms and contract forms are designed to make it clear that the customer is signing a legally binding contract. They contain a statement of the contractual nature of the document immediately adjacent to where the customer signs. This statement cannot easily be obscured or concealed.
    3. Where face-to-face selling takes place, the customer will be given the following information in writing, in a clear and comprehensible manner:


      • All essential information including Tele2’s contact details.
      • A description of the telephone service sufficient to enable the customer to understand the option that the customer has chosen, and how it works;
      • Information about the major elements of the service, including the cost of any standing charges, the payment terms and key call types.
      • The arrangements for provision of the service, including the order process and, as accurately as possible, the likely date of provision.

      Where there may be significant delay in the likely date of provision, the Customer will be informed of:

      • The existence of a right of cancel and the process for exercising it.
      • The period for which the charges remain valid; and
      • The minimum period of contract and minimum contract charges, if any.

    4. Customers to be made aware of the existence of the Code. Copies will be provided on request, free of charge to customers.
    5. Tele2's rates are available by phone and on our website. New customers will get this information in their Welcome Pack.
    6. If a customer signs an order form following face to face contact, or enters into a written contract, the customer will be given a copy of the order form or contract. The customer will also be given the following details in writing either at the same time or within 5 working days, unless previously supplied in writing prior to contract:


      • Information about any relevant after-sales services or guarantees.
      • Arrangements for the cancellation of the order

    7. Orders placed by distance selling will comply with Distance Selling Regulations.
    8. In the case of internet orders, a well sign-posted hyperlink to Distance Selling Regulations, which is easily visible to the website visitor, will be prominently displayed. This information should be printable or downloadable.
    9. Customers may cancel orders by telephone, in writing, by fax or by e-mail. They may terminate contracts in writing under the terms and conditions of the contract.
    10. Tele2 will send a letter to the customer by first class mail within five working days of a contract being agreed, informing the customer of the details of the transfer, and

      • Date of notification;
      • CLI(s) affected;
      • List of services affected/unaffected;
      • If relevant, information about call barring;
      • Date of switchover;
      • Tele2 contact details for any queries.

    11. Notification will be by letter although may it may be sent electronically where consumers have initiated contact by applying online, and have confirmed online that they wish all future correspondence to be sent electronically. Otherwise customers would need to positively request by written correspondence that information be sent electronically.
    12. The order that Tele2 submits to your existing provider will not mature until the switchover period is complete and customers have been made aware of their right to change their mind before the switchover period. There is a 'no cost' cancellation for customers where they change their mind during the switchover period.
  7. Consumer Protection and other Legal Requirements
    1. Tele2 procedures comply with applicable legislation.
  8. Audit of Contracts
    1. Tele2 procedures have been developed to minimise the risk of errors or mis-selling when taking orders/making contracts during face-to-face or telephone selling. Representatives will check that customers entering into contracts have understood, and intended to sign a contract, and will carry out regular audits of systems, procedures and documentation.
    2. Audit contact may either be as part of the mandatory customer 'notification of transfer' letter referred to in paragraph above or through a separate process. Audit contact will be made by a person not involved with Tele2's sales and marketing activities.
    3. If it is found that the contract was not understood or intended, or if the order matured before the expiry of the switchover period, and the customer wishes to cancel, Tele2 will terminate the contract without charge or other penalty. Tele2 will keep under review the procedures by which contracts are agreed and to take appropriate steps to prevent recurrence of any problem identified from the audit process.
  9. Complaints Procedure
    1. Tele2's internal procedures for handling customer complaints include those relating to sales and marketing activities. Tele2 staff and representatives who deal directly with Customers are aware of this procedure. They will inform Customers of the existence of theTele2 complaints procedure on first contact.
    2. The complaints procedure sets out how Customers may complain about sales and marketing activity and what further steps are available if they believe their complaint has not been dealt with satisfactorily.
    3. In addition, Customers may use the Tele2 dispute resolution arrangements with the Office of the Telecommunications Ombudsman ('Otelo').
    4. Tele2 regularly liaises with Ofcom and the relevant consumer groups to monitor the number and nature of complaints under this Code.
  10. Publicising our Code
    1. The Code is available to customers on request, free of charge and in a reasonable range of formats.
    2. The Head Office of the Citizens Advice Bureaux (Myddleton House, 115-123 Pentonville Road , London , N1 9LZ ) plus other head offices of relevant major advice agencies will be sent copies of the Code and any subsequent updates.
    3. This Code of Practice will also be available on Tele2's UK website, www.tele2.co.uk

Click here to download Tele2's Code of Practice for Sales and Marketing