TESCO Phone Shop

TESCO Phone Shop
Telephone Number

Code of Practice for Mobile mis-selling Code of Practice

Code of Practice for Mobile mis-selling

Scope of this Code

 

  1. When selling or marketing Mobile Phone Services to our Customers we will comply with this Code of Practice.
  2. Paragraphs 6-13 of this Code do not apply to the sale or marketing of Prepaid Mobile Phone Services and SIM Only Contracts.

 

Back to Top

Ensuring responsible selling and marketing 

1. When selling or marketing Mobile Phone Services, we will not:

  • a) engage in dishonest, misleading or deceptive conduct;
  • b) engage in aggressive conduct; or
  • c) contact our Customers in an inappropriate manner.

Back to Top

Publication of our Code of Practice

1. We will:

  • a) publish a comprehensive summary of this Code of Practice in an easily accessible and reasonably prominent manner on our website; and
  • b) provide a copy of this Code of Practice to our Customers free of charge upon reasonable request.

Back to Top

Mobile contracts - Information given at the point of sale

1. We will use reasonable endeavours to ensure that before our Customer enter into or amend a contract for a Mobile Phone Service with us, our Customer:

  • a) is authorised to do so;
  • b) intends to enter into the contract; and
  • c) is provided with the following information in a clear, comprehensible and accurate manner:
  • i. the name of the company our Customer entering into a contract with, together with the company's address and telephone or e-mail contact details; and
  • ii. a description of the mobile phone service; the key charges (including minimum contract charges and any early termination charges, if applicable); payment terms; the existence of any termination right, including termination procedures; the likely date the mobile phone service will be provided if it isn't provided immediately; and any minimum period of contract.

1. This information will be provided in paper or in another Durable Medium which is available or accessible to our Customer. Where our Customer has entered into or amended their contract during a sales call, the information in paragraph 5 will be given by telephone and we will use reasonable endeavours to ensure that this information is also sent to our Customer in good time following the call in paper or another Durable Medium.

Back to Top

Record keeping

1. We will create and keep records about the sale of mobile phone services. These records will be kept for the greater of:

  • a) six months; or
  • b) where a Sales Incentive has been accepted by our Customer, 90 days after a Sales Incentive has to be fully redeemed.

1. Our records will include the date of the sale, the means through which the contract was entered into and, where applicable, the place where the contract was entered into.

Back to Top

Offers – Information given at point of sale

1. We will ensure that where we offer Customers a Sales Incentive, the terms and conditions of the offer are not unduly restrictive.

2. We will also ensure that our Customers are provided with the following information in relation to any Sales Incentive accepted by our Customers:

  • a) the name of the company which is offering the Sales Incentive and undertakes to meet the obligation(s) tied to this offer together with the company's address and telephone or e-mail contact details;
  • b) a description of the Sales Incentive; and
  • c) the terms and conditions of the Sales Incentive, including a detailed and clear explanation as to the process you have to follow to obtain the sales incentive.

1. We will ensure that this information is provided in a clear, comprehensible and accurate manner in paper or another Durable Medium.

Where the Sales Incentive is offered during a sales call, in addition to providing this information, we will use reasonable endeavours to ensure that this information is sent to our Customer in good time following the call in paper or another Durable Medium.

Back to Top

Definitions

For the purpose of this Code of Practice:

"Customer" means domestic and small business customer having less than ten employees or individuals working for that business;

"Durable Medium" means a medium on which a Customer can store and retrieve unaltered information for a period of time adequate for the purposes of the information, for example, email;

"Prepaid Mobile Phone Service" means a mobile phone service for which the Customer pays charges in advance of the service being provided;

"Sales Incentive" means an offer available to Customers, in addition to the mobile phone service, from which the Customer does not benefit immediately and which the Customer is entitled to receive after entering into the contract for mobile phone services, including free gifts and cashback offers.

"SIM Only Contract" means a contract for a mobile phone service where the Customer only obtains a SIM card from the mobile service provider and the notice period for cancelling this contract does not exceed one calendar month.