1. NEW UK CONSUMER
CONTRACT REGULATION
CHANGES AFFECTING POST-CONTRACT
TELEPHONY CHARGES

2. + Known as “The Consumer Contracts (Information, Cancellation and
Additional Charges) Regulations 2013”
+ Dept of Business, Innovation and Skills (BIS) has responsibility for bringing EU Directive into UK law
+ Key Measures included in the new EU Consumer Rights Directive
+ increasing the time limit for returning goods purchased online or by phone from 7 days to 14
+ banning pre-ticked tick boxes for extras that the consumer may not want or need
+ setting out key information consumers should be given before agreeing to purchase
+ Post-contract customer help lines be charged at no more than “Basic” rate.
+ Implementation date 13th June 2014
+ Regulations will apply to contracts concluded on or after above date
WHAT IS THE NEW LEGISLATION?

3. + If you are a trader selling goods and services (including
digital content) to a consumer – these regulations apply
to you
+ These will apply to contracts concluded after 13th June 14.
+ On this date the distance selling regulations 2000 and off-premises
(doorstep) regulations 2008 will be revoked
+ Does not impact Business to Business transactions
+ There are some exemptions typically where other sector specific
regulation applies as follows….
WHO IS AFFECTED?

4. Certain business types or services may be exempt or partially
exempt from the provisions of the regulation:
EXEMPTIONS TO REGULATION
Contracts only partly
covered by regulation
+ Passenger transport are except from
cancellation rights and most of the
information requirements.
+ Low value off-premise contracts <£42
+ Items dispensed on prescription
Financial services
NOTE: Warranties, credit agreements and
insurance products which are offered in
conjunction with the sale of non- financial goods
will still need to meet the regulations.
The Government has asked the Financial Services
Conduct Authority to consider equivalent
regulation
Contracts Exempt
+ Gambling as covered by the
Gambling Act 2005
+ Construction & Sale of immovable
property
+ Residential letting contracts
+ Package travel contracts
+ Timeshare contracts
+ Vending machines and other goods
intended for current consumptions
+ Single connections for use by
telephone, fax or internet

5. + Regulation applies to POST SALE calls only
+ New numbers must be in place by 13th June 2014
+ “Basic Rate” mean numbers must be Geographic, Mobile, or, if NGN must be ‘Free to call’
+ OFCOM making 0800/0808 numbers free from mobiles in mid 2015 (but may cost more)
+ Numbers must be given equal prominence on advertising, letterheads, website etc
+ Sole use of Premium rate (09xx) and other revenue sharing ranges
(e.g. 0844, 0871) for post contract calls will no longer be acceptable
+ But it’s perfectly OK to still use them for pre-sales!
+ 0870 may be acceptable but is often charged at more than geographic.
OFCOM plan to make it a revenue generating number again in 2015 so is
best avoided
HOW WILL I BE AFFECTED?

6. +Have you have already decided
what number to use?
Yes you have
No you haven’t
WEBINAR ATTENDEE POLL

7. WHAT OPTIONS DO I HAVE?
Could use 01/02 no’s
Not a simple substitution, Geographic
significance may not be desirable for
some organisations or require multiple
numbers
Take an 03xx number
Simple substitution of one number
TTB can supply an 03XX version of your
08XX number (or request it from
another operator)
Change 08XX number
Complex exercise requiring significant
effort, expense and lead-times
Would you be ready for June 13th?
Parallel run numbers
Continue using existing 08XX but
provide messages to callers about new
03XX number
Advertise on websites/email footers
Do nothing
Customer can demand reimbursement
of additional charges
Brand damage/bad press
Action taken by Trading Standards

8. BENEFITS OF USING AN 03 NUMBER
Consistent charges
Callers will pay same charge as call to
01/02 – even from mobiles
Often included
03 included in many call packages so
would effectively be ‘free’ from
landlines and mobiles.
Number unity
TTB can supply 03XX version of 08xx.
Simple substitution of one number.
Built on reputation
Widely used by charities/public bodies
– 03 becoming a ‘trusted’ number.
Part of a growing club
03 is used by BBC for all
listener/viewer contact. Increasingly
adopted by government and pseudo
government organisations e.g. DVLA,
Blood transfusion etc
Network Services
03 can be used with all TTB inbound
products including IVR, Host Contact
Centre etc.

9. IMPACT OF NOT COMPLYING WITH REGULATION?
+ Regulation will be enforced by the Competition and Markets Authority
+ Enforcement through Local Trading Standard (Weights & Measures)
+ Department of Enterprise, Trade & Investments in Northern Ireland
+ What is the penalty for non-compliance?
+ Customers can demand a refund on the difference in cost from that of a basic rate call.
+ Enforcement authority may apply for injunction to secure compliance
+ Brand & Reputational Damage
+ It is very likely consumer groups e.g. Which etc and the national press will take an
interest. Companies flouting the regulation or acting in such a manner that is clearly
against the spirit of the regulation can expect to find themselves in the public eye and
suffer the resultant potential bad press and brand damage.

10. THE TALKTALK BUSINESS 6 POINT PLAN
Telling your customers
Don’t wait for June 13th - Start telling
your customers now.
Post new number on
website/invoices/email footers etc.
Update directories
Review affected
numbers/services
Confirm numbers in use, who supplied
them and any network services which
are included. Are any services paid
through revenue share?
Review options
1. Do nothing!
2. Order your 03xx numbers now
3. Run new numbers in parallel
4. Use network services to split
traffic
Timelines
Changing numbers take time e.g. BT
Directory, Van signage
Call handling systems or network
service changes may be needed.
New processes/staff training
Managing financial
impact
Can you continue to provide the same
service post June? Maybe it’s time to
review call handling strategy.
Consolidate services/providers
Is your business in
scope?
Check if your company exempt from
this?
1 2 3
4 5 6

11. Welcome
Customer
servicesPre-sales
General
Enquiries
0844 XXX XXXX
Some sectors
exempt e.g.
Financial
Services
CURRENT SOLUTION
Non-
Compliant
after 13th
June

12. Welcome – Note 1
Customer
servicesPre-sales
General
Enquiries
0844 XXX XXXX 0344 XXX XXXX
Note: Message should tell callers if they used the 08XX number there is a
cheaper 03xx number for post sales calls
Partner can supply
complimentary 03XX Number
EXAMPLE SOLUTIONS – PARALLEL RUN
Compliant

13. Pre-sales
0844 XXX XXXX 0344 XXX XXXX
Post Sales
Welcome
Welcome
General
Enquiries
Customer
services
0800 XXX XXXX
01204 XXX XXXX
Alternative numbers
EXAMPLE SOLUTION – HYBRID
Tell customers that select a post sales option to call the basic rate number
Customer may continue to call 08XX number so preserving some post sale revenue
Compliant

14. Pre-sales
0844 XXX XXXX 0344 XXX XXXX
WelcomeWelcome
General
Enquiries
Customer
services
IDEAL SOLUTION
0800 XXX XXXX
01204 XXX XXXX
Alternative numbers
Note: 0800 not ‘free to caller’ at present
- June 2015
Compliant

15. HOW WE CAN HELP
Technical support
TTB Business experts are on hand to
review your services and to advise on
the best course of action for your
business (whether you are already with
us or not)
Flexible Numbers
Our inbound numbers can be used
with any service type – geographic or
non geographic. We also provide an
extensive range of cloud-based call
handling products for all sizes of
business
03XX numbers
If you are using 08xx numbers
(whether supplied by TTB or not) we
can supply the equivalent 03xx number
for use on post contract lines.
Business numbers
TTB offer one of the widest ranges of
business numbers (08XX, 09XX, 03XX,
01xx/02XX etc.) in the UK. We can also
port numbers in from all the major
carriers.
Designed for you
Many customers use our off-the-shelf
products but TTB can also supply
customised solutions to meet a wide
variety of different business and
commercial needs.
Free to caller
“free to caller” Number
Announcement services are available
for larger Customers/Partners if
changing numbers.

16. Questions?
(Online only)

17. SOURCES OF FURTHER INFORMATION
+ Department for Business, Innovation & Skills
+ https://www.gov.uk/government/policies/providing-better-information-and-protection-for-
consumers/supporting-pages/implementing-the-consumer-rights-directive-2011-83-eu
+ UK Consumer Contract Regulation
https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/265898/consume
r-contracts-information-cancellation-and-additional-payments-regulations-2013.pdf
+ Guidance on the regulations
https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/266525/bis-13-
1368-consumer-contracts-information-cancellation-and-additional-payments-regulations-
guidance.pdf

18. Thank you