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| We're doing all we can to make sure our products and services meet the needs of everyone. We want to ensure that you receive the best possible service and that you have enough information to help you understand the services we currently offer and may offer in the future. |
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 Orange Consumer Codes of Practice
Ofcom Sales and Marketing Regulation - General Condition 23
Principles of Good Practice for selling and promoting Mobile Broadband
Mobile phones and children - a guide for parents
Mobile Industry Code of Practice for the use of mobile phone technology to provide passive location services in the UK
Mobile industry Code of Practice for the self-regulation of new forms of content on mobiles
Mobile Services for the elderly and customers with disabilities
Mobile Industry Good Practice Guide for Service Delivery for Disabled and Elderly Customers in the UK
help with accessing these documents
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Orange Consumer Codes of Practice |
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This booklet contains three Codes of Practice, each of which contains useful information about the services we provide you with.
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| Orange Code of Practice for Consumer Affairs |
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| We want to ensure that you always receive the best possible service and that you have enough information to help you understand the services we provide. Our Code of Practice on Consumer Affairs sets out our commitment to you and details of how you can contact us. |
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| Orange Code of Practice for Handling Customer Enquiries and Complaints about Premium Rate Services (PRS) |
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| Have a question about Premium Rate Services? We want to make sure you know what these services are and how much they cost. This Code is full of useful information and practical advice on Premium Rate Services and how they work. |
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| Orange Code of Practice for the Publication of Prices of Calls to Number Translation Services (NTS) |
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| We understand the importance of giving you clear information about the price of all types of calls, including calls to 08 numbers - or NTS numbers. This Code describes what a "number translation service" is and what we do to make sure you know how much it costs to call these 08 numbers. |
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Ofcom Sales and Marketing Regulation - General Condition 23 |
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Orange is committed to brilliant customer service. We always do our utmost to sell our products and services responsibly and we have measures in place to ensure this is the case, whether you buy our products directly from us, or from one of our partners.
From 16 September 2009, Orange also has to comply with Ofcom Sales and Marketing Regulations - so-called "General Condition 23". To find out more about the regulation, please follow the links below.
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Principles of Good Practice for selling and promoting Mobile Broadband |
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| When purchasing a new product, we believe you should be given clear information about the service you are about to buy. We are committed to best practice for the sakes and promotion of Mobile Broadband and these principles set out our commitment to you. These guidelines cover the information we provide on mobile broadband coverage, the factors that may affect download speeds, and pricing. |
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Mobile phones and children - a guide for parents |
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Orange are aware that mobile phone technology and services are evolving rapidly and among the obvious benefits there are some less welcome effects on phone users - particularly the young. These include Spam, text bullying, phone theft, adult content and a range of other issues.
Orange have put together a free guide for parents and carers that discusses these issues and provides specific talking points for parents to raise with children when giving them a mobile phone. It also provides suggestions about where to find more information on the subjects concerned.
The guide is available at all Orange stores and here in PDF form. |
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| As part of our commitment to ensuring that customers are adequately well informed and protected, Orange has developed a number of Codes of Practice. These Codes of Practice are designed to set out what you can expect from Orange now and in the future. |
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Mobile Industry Code of Practice for the use of mobile phone technology to provide passive location services in the UK |
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| Orange has developed this Code of Practice in conjunction with mobile network operators and location service providers. The Code is designed to provide customers with measures that supplement legal requirements. Safeguards include specifying the need for consent, text message reminders and an easy way to terminate services. The Code applies to location service providers using mobile network operator location data. |
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Mobile industry Code of Practice for the self-regulation of new forms of content on mobiles |
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| Orange has developed this Code of Practice in conjunction with the rest of the mobile industry. It is designed to facilitate the responsible use of new mobile phone services - such as access to the Internet - whilst safeguarding children from unsuitable content. Orange will seek to ensure adequate safeguards are in place to ensure all our customers can enjoy these new services within a safe and secure mobile environment. You can access this Code of Practice in two ways: |
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Mobile Services for the elderly and customers with disabilities |
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| Orange developed this good practice guide in conjunction with other UK mobile operators in September 2003. The industry is using this document as a guide on how to make their products and services more accessible to the UK's disabled and elderly customers and is designed to show what you can expect from your mobile operator or service provider. |
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Mobile Industry Good Practice Guide for Service Delivery for Disabled and Elderly Customers in the UK |
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help with accessing these documents |
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| All of the documents on this page are also available in Braille or large print. Please dial 150 from your Orange phone or call 07973 100 150 to order a copy in one of these formats. |
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| You will need either Microsoft® Word or the Adobe® Acrobat® Reader® software to download the files. If you do not have a copy of Acrobat Reader you can get it free from the Adobe website. |
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| Depending on which browser you are using and how your computer is set up, you can click on the links above and the documents will either open directly or you will be given the option to save them on your computer. Once you have opened or saved a document, you may print it out if you wish. |
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