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

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 18 th March 2010 Applies to Domestic and Small Business Customers Applies only when transferring from one Telecoms Provider to another

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

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

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

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”.