European Electronic Communications Code

(EECC)
Excerpt from the unofficial consolidated version of the General Conditions (PDF, 959.2 KB) that came into force on 17 December 2021.

Part C: Consumer protection conditions

C1 Contract requirements

This condition aims to protect consumers and end-users by ensuring that contracts for a connection to a public electronic communications network or for public electronic communications services include minimum terms and information. It also sets out requirements about contract duration, contract renewal, end-of-contract notifications, annual best tariff information, facilitating changes of communications provider and end-users’ rights to terminate a contract, which are designed to ensure that end users are treated fairly and able to switch to a different provider in appropriate cases.

Scope

C1.1 The provisions of this Condition apply as follows:

(a)Conditions C1.3 and C1.14 to C1.17 apply to providers of Public Electronic Communications Networks and/or Public Electronic Communications Services;
(b)Conditions C1.8 to C1.11 apply to providers of Public Electronic Communications Services when they provide these services to the following:

(i)in relation to Conditions C1.8 and C1.11, Consumers and/or Microenterprise or Small Enterprise Customers or Not-For-Profit Customers unless such Microenterprise or Small Enterprise Customers or Not-For-Profit Customers have expressly agreed otherwise;
(ii)in relation to Condition C1.9, Consumers; and
(iii)in relation to Condition C1.10, Consumers, Microenterprise or Small Enterprise Customers and Not-For-Profit Customers;
but they do not apply to such providers when they provide Machine-to-Machine Transmission Services;

(c)Condition C1.12 applies to providers of Internet Access Services and/or Number-based Interpersonal Communications Services when they provide these services to:

(i)Consumers; and/or
(ii)Microenterprise or Small Enterprise Customers or Not-For-Profit Customers,unless they have expressly agreed otherwise;

(d)Conditions C1.13 and C1.21 to C1.36 apply to providers of Public Electronic Communications Services, when they provide these services to Subscribers, except when they provide Machine-to-Machine Transmission Services;
(e)Conditions C1.8, C1.11 and C1.12 also apply to providers of
Bundles when they provide Bundles to:

(i)Consumers; and/or
(ii)Microenterprise or Small Enterprise Customers or Not-For-Profit Customers,unless they have expressly agreed otherwise;
(f)insofar as Conditions C1.21 to C1.36 expressly refer to Bundles, these Conditions apply to providers of Bundles to the extent stated in the relevant Condition when they provide Bundles to:
(i)Consumers; and/or
(ii)Microenterprise or Small Enterprise Customers or Not-For-Profit Customers,unless they have expressly agreed otherwise.

C1.2 In this Condition C1:
(a)each provider to whom a provision applies in accordance with Condition C1.1 is a‘Regulated Provider’ for the purposes of that provision;
(b)each Public Electronic Communications Service in relation to which a provision applies in accordance with Condition C1.1 is a ‘Relevant Communications Service’ for the purposes of that provision; and
(c)each type of Customer, End-User and/or Subscriber in relation to whom a provision applies in accordance with Condition C1.1 is a ‘Relevant Customer’ for the purposes of that provision.

Contract duration

C1.11 Regulated Providers shall not include a term in any contract, other than an Instalment Contract for a Physical Connection, with a Relevant Customer, that stipulates a Commitment Period of more than 24 months in duration.
C1.12 Regulated Providers shall not extend the duration of a contract for the provision of a Relevant Communications Service where a Relevant Customer subsequently purchases an additional service or Terminal Equipment, unless that Regulated Provider obtains the Relevant Customer’s Express Consent when they enter into the contract for the provision of the additional service or Terminal Equipment.
C1.13 Regulated Providers shall ensure that Relevant Customers are able to subscribe to a contract for the provision of Relevant Communications Services with a maximum duration of 12 months.

Waiver of Rights:

The European Electronic Communications Code (EECC) provides that the contracts we sell to you should not have a longer commitment period than 24 months unless you waive this right and take a longer contract with us. By proceeding with the purchase of a longer contract you understand that you agree to waive the right under the EECC. You can find more information about this provision, your rights, and your ability to waive it in documentation and on Ofcom’s website.

Accessible formats

Accessible formats are being enhanced for customers and you will now be able to request all non-time sensitive / marketing documents from O2 to be sent in one of the following formats –
• large print,
• audio,
• braille, and
• coloured paper.
Please let us know if this is a requirement

Usage notifications

Networks now need to send usage notifications to Small / Micro Enterprise customers (with 10 employees or less) for all core allowances (incl. fixed and UK to EU minutes included as part of the tariff).