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Compliance Guidelines for Fixed-Line Telephony Sales Teams

This general condition outlines obligations for sales of fixed-line telephony services, covering misconduct, customer rights, training, and consequences of non-compliance. Ensure compliance to avoid penalties and protect your company's reputation.

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Compliance Guidelines for Fixed-Line Telephony Sales Teams

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  1. General Condition 24 Sales and Marketing of Fixed-Line Telephony Services

  2. General Condition 24 What is it? • Ofcom General Condition relating to mis-selling and the use of “Cancel Other” • Replaces Sales & Marketing Code of Practice from 18th March 2010 • Applies to Domestic and Small Business Customers • Applies only when transferring from one Telecoms Provider to another

  3. General Condition 24 What does it cover? • Responsibility • Publication of relevant obligations • Information at Point of Sale • Post Sales information • Customer’s termination rights • Records retention • Training • Monitoring • Cancel Other

  4. General Condition 24 What does it mean to my team? We must not: • engage in dishonest, misleading or deceptive conduct; • engage in aggressive conduct; • contact the customer in an inappropriate manner; • engage in Slamming

  5. General Condition 24 We must: • Check authority • Confirm the intention to enter into the contract • Provide the following information - Chess’ identity - The service requested - Key charges - Early termination charges - Payment terms - Termination rights and procedures - The provision process and likely date - Minimum contract period

  6. General Condition 24 Consequences of Non-compliance • Financial Penalties • Damage to Company Reputation “We will not hesitate to take direct enforcement action under this programme” “announcing any investigation on the Competition and Consumer Enforcement Bulletin on our website”.

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