Guidance for Disconnections Codes of Practice Pauline Ashley Oftel Forum - 25 October 2002

Précis • Why the Guidance? Its significance • Action to produce the Guidance • Disconnections Steering Group • Method of working • Issues arising • Lessons learned • Next steps

Why the Guidance? Its significance • Disconnections: a long standing consumer issue • Disconnection statistics • EU and Oftel pressure • Communications White Paper • Significance of Guidance

Action to produce the Guidance • Round table meeting Dec 2001 • Disconnections Steering Group (DSG) established • 5 meetings, 13 drafts, umpteen e-mails • Guidance finalised August 2002

Disconnections Steering Group • Chaired by Pauline Ashley • Industry: BT, Kingston, Centrica, Telewest, ntl • Consumer groups: RNIB/DIEL, CCE

Method of working • Outline produced - gradually expanded • Existing codes used as appropriate • Members of DSG drafted sections • External consultation • Free and full discussion by DSG members

Issues arising • Cultural conflict: market or consumer focus • Objectives – minimal - not zero - disconnections – informed customers • Supporting customers: preventing debt, controlling usage • Monitoring and sanctions

Lessons learned • Recognise economic, regulatory, political reality • Time and commitment essential • Regulatory/political pressure very helpful • Detail important, but flexibility also needed • Wide consultation important • Monitoring and sanctions essential

Next steps • Publication of the Guidance • Response of companies