Managing Debt & Payment Difficulties Code

1. Principles

Talk4 will pursue properly due charges, but debt collection, restriction and disconnection measures will be proportionate, transparent and not unduly discriminatory. We will distinguish genuine affordability difficulties and disputed bills from deliberate non-payment or fraud.

2. Contact us early

Customers experiencing payment difficulty should contact 03333 445 456 or support@talk-4.co.uk. We may discuss payment dates, affordable repayment arrangements, removal of optional services, spend controls or another appropriate solution, subject to account circumstances.

3. Before restriction or disconnection

• We will give appropriate information about the amount overdue and how to pay or dispute it.
• Where practicable, we will provide reasonable warning before restricting or suspending service for debt.
• We will consider known vulnerability, disability and reliance on communications services when deciding proportionate steps.
• We will not use suspension to pressure payment of a genuinely disputed amount without considering the dispute.
• Emergency calling and legally protected access will not be restricted where applicable law prohibits this.

4. Repayment and collections

Any repayment arrangement will be based on the circumstances we can reasonably establish. If an account is referred to a debt collection agency, that agency must act lawfully and consistently with this Code. We will only share personal data for collections in accordance with our Privacy Notice and data protection law.

5. Mobile bill limits and spend controls

Where the statutory mobile bill-limit regime applies, Talk4 will give customers the opportunity to set a bill limit when required, and will support reasonable requests to specify, amend or remove it. Customers must be notified as required when a limit is likely to be reached or has been reached. Roaming use is included within the statutory regime where applicable.

6. Reconnection

Where a service has been restricted for non-payment, Talk4 will explain what is required for restoration. Once the relevant issue has been resolved, we will restore service as soon as reasonably practicable, subject to technical and network dependencies.

Regulatory references

This code has been drafted by reference to current UK regulatory materials. These references do not replace the legislation or Ofcom conditions.

• Ofcom General Conditions C3 and C5 - billing, expenditure control, proportionate non-payment action and vulnerable/disabled customer protections.

• Communications Act 2003, section 124S - mobile bill limits.