6. Ofcom introduced the requirement for codes of practice because, following consultation, they concluded that mis-selling of fixed-line telecommunications services represents a significant problem in the UK and that the then-current safeguards (in 2004) were inadequate. There is no legal definition of "mis-selling". In general terms, BT- and others- understand mis-selling to refer to sales and marketing practices that are misleading, deceitful or oppressive. Most people agree that these practices are unacceptable, and the majority of them are illegal.
7. The most extreme form of mis-selling is slamming. "Slamming" occurs when another provider places an order to transfer your telephone calls service and/or your line to themselves without your knowledge or consent. This practice is rightly taken very seriously by Ofcom, and BT is permitted to cancel orders in cases where BT customers believe they have been slammed.
8. In addition to slamming, mis-selling can take a number of other forms. For example, a provider could make exaggerated claims about the savings you could make if you switch providers, apply unacceptable pressure to switch, or even mis-represent its relationship with another provider. To minimise the chance of you becoming a victim of mis-selling, you may find it helpful to refer to the tips and safeguards at Annex 2.
9. Most mis-selling in the UK arises in the context of transfers of calls services over narrowband lines, or of the lines themselves, from BT to other providers. There are industry-agreed processes in the UK that govern these customer transfers, but these have not prevented the growth of mis-selling. Fortunately, most communications companies treat their customers- and potential customers- fairly and honestly. However, there are some companies, and salespeople working for otherwise reputable companies, who do not.
10. BT therefore takes mis-selling very seriously and is working with Ofcom and the rest of the industry to minimise it in the telecommunications sector. In the light of the alarming increase within the fixed-line market, we consider it is appropriate for BT to take the lead in promoting responsible behaviour.
11. That is why we have extended our own Code to cover broadband- and why we have also decided that it should cover not only customer transfers but the provision of additional and new lines as well.
12. The detail of our Code is set out below. We are proud of our compliance record at BT- and we will regularly review our processes and systems, and the performance of our salespeople, to ensure that we continue do the things we say we will. Chris Waring, Head of Group Regulatory Compliance, has overall responsibility for ensuring compliance with the Code, so if you would like to comment on the Code, or our complaints procedure, please email Chris at compliance@bt.com or write to him at ppA6, BT Centre, 81 Newgate Street, London EC1 7AJ.
