Our full Terms and Conditions can be here: Terms & Conditions
| 1 | General | ||||||||||
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| 2 | Updates to the Policy | ||||||||||
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| 3 | Prohibited Activities using Pozitive Telecom Telecom’s Services | ||||||||||
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| 4 | Responsible Use of Services | ||||||||||
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| 5 | Abusive or Harassing Behaviour by you or your Users | ||||||||||
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| 6 | Monitoring and Breaches of the Policy | ||||||||||
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| 7 | Data Protection | ||||||||||
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This Bad Debt Policy (“Policy”), forms part of your Agreement with Pozitive Telecom, as defined in Section 2 of the Terms and Conditions [insert link]. The Policy covers your obligations in respect of the Pozitive Services.
You will receive your monthly invoice on the 3rd of each month. This will include charges in advance for your mobile, voice and broadband services, where applicable, and any call charges for the previous month. All invoices will be sent via email, accessible on the portal and payable by Direct Debit.
Paper invoices are available upon request; however, there may be a charge for this service.
If required, there are a number of formats which we can provide your bill in, please get in touch if a different format is required or see [our vulnerable policies link] for further information.
We understand circumstances can change; please let us know as soon as possible if you are having payment difficulties at any time.
If you are having payment difficulties, contact our Customer Services in any of the following ways and they will work through your options:
There are a range of options our Customer Services can discuss which may help you. This may include downgrading your package or suspending outgoing calls for an agreed period. Other options may include:
We know it can be hard to talk about money issues, but the best thing to do if you’re struggling to pay is to speak to us. We’re here to listen and do everything we can to support you through difficult times.
If you don't pay for your services on time in accordance with the Terms and Conditions [insert link], we will attempt to contact you to advise there is a problem or send a reminder primarily by email or text. If you require us to contact you by another method, please let us know. It is important that you know that if we don’t hear from you your service may be affected.
If payment on your account is not brought up to date, we may take action to restrict or suspend your services, including disconnection of these services. We will take action to disconnect your service(s) as a last resort and you will be provided with an email warning prior to us placing any restrictions on your account. We will notify you if action is to be taken following attempted collection of the Direct Debts. You can bring your account up to date at any time in order to stop action being taken.
In the event we have to chase you for payment or take action on your account to restrict or suspend services, we may charge an administration fee and/or late payment charge(s). These charges can be found on our price list [price list link].
If you do not pay us any sum due under the Agreement on the due date we shall be entitled to charge you interest on the overdue sum from the due date until payment of the overdue sum, which shall accrue interest each day at the interest rate payable pursuant to the Late Payments of Commercial Debts (Interest) Act 1998, to run from the due date of payment until receipt by us of the full amount (including any accrued interest) in cleared funds.
We shall invoice you for the reasonable costs incurred by us of collecting any undisputed overdue amount. Additionally, we can pass information relating to you (including, where relevant, personal data) to a credit reference agency.
Your debt could then be passed to a third-party debt collection agency to be recovered on our behalf. You will also be responsible for all reasonable debt recovery fees we incur in recovering any money that you owe us. This may also affect your credit rating which may have an impact on your credit score and your ability to obtain credit in future.
We may terminate the Agreement(s) in respect of some or all services with immediate effect by giving written notice to you, if you fail to pay any amount due under this Agreement on the due date and remain in default not less than 7 days after being notified in writing to make such payment.
You can find any late payment charges which may apply on our price which can be found [ price list link ]
If we do have to take action on the account, reduce or suspend services, it may take some time for your service to be restored once payment on your account is brought up-to-date. If we do apply restrictions to your account this may affect you making calls or having the services you are used to.
We understand things can go wrong, try not to worry. If the failure has occurred because your bank details have changed, you should contact us to provide us with the new details. Otherwise, if your Direct Debt fails, we will make a second attempt to collect the payment 5 days later. If this second attempt fails, we will contact you, by email or text to notify you of the non-payment and suspension of your services.
If the second attempt to collect payment fails, a "Failed Direct Debit charge” may be applied to your account. You can find details of these charges on our prices list here [ price list link]
If payment is not made 30 days from the date of the last invoice, we will notify you that your service(s) will be terminated.
To avoid disruption to your service you’ll need to pay your outstanding balance or have arranged a support plan with us.
Notification of disconnection will be provided in the format you have notified us of, for example, large print.
If you need independent and impartial advice, please see the list below of organisations you can contact:
Citizens Advice main website - https://www.citizensadvice.org.uk/ https://www.citizensadvice.org.uk/
Citizens Advice (England & Wales) – they can provide free information for a customer based in England or Wales who cannot afford to pay their bills.
Advice Direct Scotland - can provide free, practical advice and information to the customers in Scotland:
Business Debtline – a charity giving free and independent business debt advice.
National Debtline - Telephone 0808 808 4000 or www.nationaldebtline.org
StepChange Debt Charity - Telephone 0800 138 111 or www.stepchange.org
We are always working to complete your port on the agreed port date. Some disruption can take place to your service on the day of the port and this is not unusual. There are occasions when you may briefly lose service as the number is transferred. You may be eligible for compensation if your transfer is delayed beyond the port date we have agreed. If there is a delay to your port and you believe you are eligible to receive compensation, please contact Customer Care Team on 0333 370 6900 or email us at telecomhelp@pozitive.energy. Any compensation will appear as a credit on your next bill.
If any of the information we gave you when you joined us relating to your switch from another provider was incorrect, you may be eligible for compensation. If you need to contact us in relation to compensation you believe you’re entitled to, please contact Customer Care Team on 0333 370 6900 or email us at telecomhelp@pozitive.energy.
Any compensation will be made in the form of credits and applied to your next bill.
We are committed to offering the very best in customer service. However, we know that things do sometimes go wrong and we are committed to resolving any complaints in a timely manner.
Pozitive Telecom will endeavour to resolve any complaint to your satisfaction. Where this is not possible you have the option of referring your complaint to an alternative dispute resolution service. We are members of the Ombudsman Service. In the event you wish to take your complaint further the details of this service can be found at the end of this document.
Step 1
If your complaint is related to a service you received from Pozitive Telecom, please call our Customer Care Team on 0333 370 6900 or
When sending an email or writing to us please include the following information as this will enable us to handle your complaint more efficiently:
Our team will discuss with you your complaint and try to resolve your complaint with you as quickly as possible. This will normally be carried out over the phone; however, if a call is not suitable, please advise how we best get in touch with you.
If it is not possible to resolve your complaint in the immediate term, we will advise of the steps which will be taken and the timescales. Where a complaint needs further information and cannot be resolved immediately, we aim to update you in 10 days; however, this may not always be possible depending on the nature of the complaint.
Step 2
If you are not satisfied with the way your complaint is being handled or the response we have provided, you can ask for your complaint to be escalated by being passed to our Complaints Team who will undertake an independent internal review.
Please be aware that our Complaints Team can only assist with matters that our Customer Care Team have dealt with first. You can contact our Complaints Team by emailing complaints@pozitive.energy.
Once we have proposed a resolution for the complaint, we require you to confirm you are happy with the outcome within 28 days. After this time the complaint will be deemed closed.
If you are unhappy with our conclusion of your complaint after it has been through the process under step 2, you may refer the issue to the Ombudsman Service for free, details can be found below.
Your right to have the matter referred to ADR
If you have not received a satisfactory response from us and we have reached ‘deadlock’ or eight weeks have passed since you first registered your complaint, it can be referred to Ombudsman Services (https://www.ombudsman-services.org/sectors/communications) for their impartial review. This service is free of charge to you. Any decision they make will be binding on us, but not on you, so you can seek further advice if you wish to.
To take your complaint to the Ombudsman Service, we will send you an Alternative Dispute Resolution (ADR) letter, which you will need to share with them. We are required to send an ADR letter to you:
Contact details for the Ombudsman Service are as follows:
Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
Phone: 0330 440 1614
Email: enquiry@ombudsman-services.org
Independent support
Independent advice is available to domestic and microbusiness customers at any stage from Citizens Advice. You may wish to contact Citizens Advice if you need help in relation to your rights concerning a communications service – for example, if you’re struggling to pay for the communications services you use.
Go to https://www.citizensadvice.org.uk/consumer/ scroll down to the Phone, TV or internet section.
You can contact an adviser through the national phone service:
Adviceline free (England): 0800 144 8848
Advicelink free (Wales): 0800 702 2020
Advice Helpline free (Scotland): 0800 028 1456
Relay UK – this service maybe easier if you trouble using the phone or can't hear or speak easily, you can type what you want to say:
18001 then the Adviceline or Advicelink number. You can use Relay UK with an app or a textphone. There’s no extra charge to use it. Find out how to use Relay UK on the Relay UK website.
Adviceline is available 9am to 5pm, Monday to Friday. It’s usually busiest at the beginning and end of the day. It's not available on public holidays.
Telephone numbers in the UK are set out in two sections: geographic (01 and 02) and non-geographic (03, 084, 087, 09, 118). As you would expect, geographic numbers are generally linked to a location. Non-geographic numbers, unlike geographic telephone numbers and the cost of calling non-geographic numbers, is not linked to a specific UK location i.e. a town.
The costs of calling any non-geographic number can vary and you should always check the rates associated with these calls [insert price list link].
Non-geographic numbers include numbers beginning with '03', '084', '087', '09' or 118 .
Sometimes, these numbers are called 'Service' or 'Premium Rate Service' numbers and have a two-part charge for calling them.
03 numbers are increasingly used by businesses as their main customer contact numbers and for business to business communication. Calls to 03 numbers have to cost the same as calls to 01 and 02 geographic numbers. So, we’ve included calls to these numbers as part of your package.
Premium Rate Services (PRS) are regulated by the Phone-Paid Services Authority and are sometimes known as Phone-Paid Services. These non-geographic numbers (those beginning 087, 09 & 118) can be used to make purchases and the charge is made to your phone bill.
Numbers which support Premium Rate Services are often used to call services such as: recorded information, competitions, voting, directory enquiry information, advice or chat lines.
Those companies providing these services, as mentioned above, are called Service Providers.
It is important to note that calls to these services vary considerably and it is important to check the cost of calling to avoid large bills. Please see our price list [ insert link]. The Service Provider should make it clear in their adverts the cost of making calls to their service.
Sometimes, non-geographic Premium Rate Services are called Number Translation Services and the terms NTS and PRS are used interchangeably.
Calls to non-geographic numbers (calls beginning 084, 087, 09 and 118) are charged in two parts – the Access Charge and the Service Charge.
The Access Charge is charged by us for originating and passing the call over our network. This charge is made at a pence per minute rate. See our price list [insert link].
The Service Charge is set and charged by the network operator who terminates the call and enables you to access the service (Service Provider) once your call is connected. This charge should be made clear and advertised by the Service Provider alongside their number. This charge is not set by Pozitive Telecom.
Your cost for making a call to a non-geographic number is the cost of the Access Charge and the Service Charge together. Your invoice will show the charge for both elements. We will pass on the Service Charge to the Service Provider.
You will be able to find all the relevant charges in our price list [insert link].
084* – these calls will be charged at no more than 7 pence per minute (inc. VAT) or 7 pence per call (inc. VAT) where the Service Charge is set exclusively at a pence per call rate, plus our Access Charge.
087*- these calls will be charged at no more than 13 pence per minute (inc. VAT) or 13 pence per call (inc. VAT) where the Service Charge is set exclusively at a pence per call rate, plus our Access Charge
09* – these calls will be charged at no more than £3.60 pence per minute (inc. VAT) or £6.00 per call (inc. VAT) where the Service Charge is set exclusively at a pence per call rate, plus our Access Charge.
118* - Directory Enquiry numbers these should not be charged at more than £3.65 (inc. VAT) per 90 seconds or £3.65 (inc. VAT) where the Service Charge is set exclusively at a pence per call rate, plus our Access Charge.
Text Messages & SMS short codes. Usually beginning with 2, 6, 7 or 8 and can be 4, 5, or 6 digits long. Sending texts to certain short codes from your landline can be considerable expensive. Call to the following should always be checked:
Please check with the Service Provider the cost of these texts before you send any messages. Alternatively, you can block making calls to these expensive numbers.
*Calls to these numbers may be set at a pence per minute, a pence per call rate, or a rate which combines a pence per minute rate and a pence per call rate. The Access Charge will also be added to any of these variations. You can check the cost of calling Premium Rate Services on the PSA website, found here https://psauthority.org.uk/
As the cost of calling these numbers can be extremely expensive you may decide to block the ability to dial them. If anyone then tries to dial these numbers the call will not succeed and the cost will therefore be avoided. It does mean you will be unable to access the types of services highlighted above. To activate contact blocking please call Customer Services by:
The PSA is the industry regulator for all Premium Rate charged services and it publishes a Code of Practice for Service Providers and network operators using these PRS numbers. The Code also covers how these numbers should be advertised and how providers are responsible for complying with the Code.
The PSA investigates complaints about the promotion and operation of services that involve the use of a telephone-based connection to access a Premium Rate number. These include connections from landline telephone, Voice-over-IP telephones, fax, Internet, mobile phone (voice and SMS) and interactive TV.
The PSA's service is free to consumers and is fully independent.
The first step with respect to any complaint is to contact our Customer Service team, see the ways to contact the team above, to see if they are able to help. Alternatively, you can get in touch with the Service Provide and they should be able to discuss the charges with you.
If you don’t recognise the number there is a service checker available from the PSA which can be found https://psauthority.org.uk/
Alternatively, you can submit a complaint to them:
When making a complaint it is useful to provide an information you may have with respect to the service. For example, the promotion or advertisement.
At Pozitive Telecom, we appreciate that everyone is different and circumstances change, be it long term or temporarily. We want the end-users of our services to receive the best possible service and we believe everyone should have quality access to connectivity in this digital age. To achieve this, we provide a number of services to support our customers and their employees or authorised users with diverse needs. This includes the needs of persons with disabilities, or those who, as a result of their circumstances, may be vulnerable in some other way. In this policy document, we refer to these persons as “Vulnerable Customers” or “you”.
This policy document states the services we offer to help make life better for everyone, including our Vulnerable Customers.
In order to offer a consistent service, it helps if we can record limited information on Vulnerable Customers with respect to the nature of their vulnerabilities and how we can help them better. We may need to ask permission to keep a record of this information, which will be recorded on our system for internal use.
There is no strict definition of a Vulnerable Customer that is required to use our additional services. There may be a number of factors that could influence the cause of a vulnerability. Each one could be temporary or permanent, vary widely, and may not always be obvious. For example, a person may be vulnerable due to factors such as:
Please see the list of services we have available to support you below.
It is important to note that access to landline or broadband services may not work if there is a power-cut or other power failure. If you rely on these services, in particular for access to emergency services (for example police, fire, ambulance or coastguard services), you should ensure that you have made alternative arrangements.
If you have services, such as medical devices, which rely on your landline or broadband service, it is important you check with the service provider or manufacturer that this service is compatible with our services.
Pozitive Telecom offers a variety of support services. Please get in touch with Customer Services should you wish to request access to a service or discuss any of these services in more detail. Our services include:
We continually monitor the service we provide and value your feedback.
Last Updated: 27 November 2023
Pozitive Telecom Ltd (we, our, us) is a company registered in England & Wales (registration number 07764492) with our registered office at The Octagon, 27 Middleborough, Colchester, CO1 1TG.
We are the data controller for your personal data. We are responsible for deciding how we process personal information about you and this Privacy Notice sets out we process this information. We are registered with the Information Commissioner’s Office (“ICO”), registration number ZB537181.
We, together with our associated companies, provide services including energy, telecommunication, water, payment and Electric Vehicle charging (and any others that may be added from time to time and updated here) to our customers. The personal data we process is used to manage your relationship with us or an associated company (whether as a consumer or commercial relationship), comply with legal obligations and pursue our legitimate business interests.
Any changes we may make to this Privacy Notice will be updated on our websites and, where appropriate, notified to you in writing. Should you have any queries relating to this notice please contact our Data Protection Manager using the address at the start of this privacy policy, so that they can do their very best to sort out the problem or email us at: datacontroller@pozitive.energy.
We will only ask for information that we need. We collect personal data to be able to provide our products and services to you. Where necessary, we may also collect personal data from others associated with you, for example if they are a beneficiary of the service e.g. including but not limited to your employees, contractors, agent or relatives. By giving us information about someone else for the purpose of arranging the service, you confirm that you have their permission to do so and that you have shared this Privacy Notice with them.
We collect, use, store and transfer different kinds of personal data about you, depending on the service(s) we provide to you. We have grouped the data together as follows:
The personal data collected will depend on whether you are a sole trader or corporate entity.
The majority of the personal data provided by you is mandatory in order for us to administer the client relationship and perform our obligations under our contract(s) with you and/or comply with statutory requirements relating to the services we provide to you. Failure to provide mandatory personal data may affect our ability to perform the service and potentially affect your ongoing client relationship with us.
We take the security of personal data very seriously. We have administrative, physical and technical safeguards in place to protect personal data against unlawful or unauthorised processing, or accidental loss or damage. We will ensure, where personal data are processed that:
Your data will be anonymised when we use it to test, develop and improve our services. By law we are required to explain what information we collect from you and how and why we use your personal information (the "processing activity"). We are also required to have a "lawful basis" on which to process your personal information. This is summarised in the table below.
Where we use your data to test, develop and improve our services the data will be anonymised.
| Purpose/Activity | Type of data | Lawful basis for processing including basis of legitimate interest | Where is the information collected from? | How long do we keep the information for? |
| To register you as a new customer or renew your contract |
(a) Identity (b) Contact (c) Financial |
Performance of a contract with you | From you when you contact us directly by phone or email, or when you use our website, including our customer portal. |
3 years with exception of call recordings.
3 months for call recordings. |
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To process and deliver your order including:
(a) Manage payments, fees and charges (b) Collect and recover money owed to us |
(a) Identity (b) Contact (c) Financial (d) Transaction (e) Marketing and Communications |
(a) Performance of a contract with you (b) Necessary for our legitimate interests (to recover debts due to us) |
From you when you contact us directly by phone or email, or when you use our website, including our customer portal. |
3 years with exception of call recordings.
3 months for call recordings. |
|
To manage our relationship with you which will include: (a) Notifying you about changes to our terms or privacy policy (b) Asking you to leave a review or take a survey (c) Monitor service levels (e) Run coverage checker |
(a) Identity (b) Contact (c) Profile (d) Technical (e) Marketing and Communications (f) Health |
(a) Performance of a contract with you (b) Necessary to comply with a legal obligation (c) Necessary for our legitimate interests (to keep our records updated, give you access to services for Vulnerable Customers, and to study how customers use our services) (e) Necessary for our legitimate interest to ensure we provide you with accurate results of our network |
From you when you contact us directly by phone or email, or when you use our website, including our customer portal. |
3 years with exception of call recordings and cookies. 3 months for call recordings. Please refer to the cookie policy cookie policy for the retention periods. |
| To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) |
(a) Identity (b) Contact (c) Technical |
(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or restructuring exercise) (b) Necessary to comply with a legal obligation |
From third parties – including third parties who provide services to you and us, credit reference, fraud prevention or government agencies and financial institutions (where permitted by law). |
3 years with exception of call recordings and cookies. 3 months for call recordings. Please refer to the cookie policy cookie policy for the retention periods. |
| To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you |
(a) Identity (b) Contact (c) Profile (d) Usage (e) Marketing and Communications (f) Technical |
Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy) | From the technology which you use to access our services (for example an IP address or telephone number) and how you use it; | 3 years. |
| To use data analytics to improve our website, products/services, marketing, customer relationships and experiences |
(a) Technical (b) Usage |
Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy) | From the techology which you use to access our services (for example an IP address or telephone number) and how you use it; |
3 years with exception of cookies. Please refer to the cookie policy cookie policy for the retention periods. |
| To make suggestions and recommendations to you about goods or services that may be of interest to you |
(a) Identity (b) Contact (c) Technical (d) Usage (e) Profile (f) Marketing and Communications |
Necessary for our legitimate interests (to develop our products/services and grow our business) | From you when you contact us directly by phone or email, or when you use our website, including our customer portal |
3 years with exception of call recordings and cookies. 3 months for call recordings. Please refer to the cookie policy cookie policy for the retention periods. |
| To market our products and services (including promotional offers) and those of our associated companies |
(a) Identity (b) Contact (c) Technical (d) Usage (e) Profile (f) Marketing and Communications |
(a) Consent (b) Necessary for our legitimate interests (to develop our products/services and grow our business) |
From you when you contact us directly by phone or email, or when you use our website, including our customer portal |
3 years with exception of call recordings and cookies. 3 months for call recordings. Please refer to the cookie policy cookie policy for the retention periods. |
| To undertake checks for the purposes of preventing fraud and money laundering and to verify your identity |
(a) Identity (b) Contact (c) Financial (d) Employment (e) Technical |
Necessary for our legitimate interest in preventing fraud and money laundering, and to verify identity, in order to protect our business and to comply with laws and meet the regulatory requirements that apply to us. | From you and third parties e.g. credit reference agencies. |
3 years with exception of cookies. Please refer to the cookie policy cookie policy for the retention periods. |
3.1 Credit reference and fraud prevention considerations
Before we provide services to you, we undertake checks for the purposes of preventing fraud and money laundering and to verify your identity. These checks require us to process personal data about you.
We also continue to exchange information about you with Credit Reference Agencies (CRAs) on an ongoing basis, including about your settled accounts and any debts not fully repaid on time. CRAs will share your information with other organisations. The identities of the CRAs, and the ways in which they use and share personal information, are explained in more detail at http://www.experian.co.uk/crain/index.html.
3.2 Automated Decisions
As part of the processing of your personal data, decisions may be made by automated means. This means we may use automated processing methods to assess if you pose a fraud or money laundering risk if our processing reveals your behaviour to be consistent with money laundering or known fraudulent conduct, or is inconsistent with your previous submissions, or you appear to have deliberately hidden your true identity. You have rights in relation to automated decision-making, so if you want to know more please contact us on the details below [ADD LINK TO PARA 10].
3.3 Consequences of Processing
If we, or a fraud prevention agency, determine that you pose a fraud or money laundering risk, we may refuse to provide the services you have requested or we may stop providing existing services to you.
A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services, financing or employment to you. If you have any questions about this, please contact us on the details below [ADD LINK TO PARA 10].
Your personal data may be shared with third parties to fulfil part of the contract between us and them to enable us or them to provide the services to you and to comply with legal obligations:
We have policies, rules and technical and organisational measures in place to protect your personal data from unauthorised or unlawful processing and against accidental loss, destruction or damage.
We also have procedures in place to deal with any data security breach. We will notify you and any applicable regulator of a data security breach where we are legally required to do so.
Communications between you and us may route through a number of countries before being delivered, may be intercepted by third parties and may not always reach the intended recipient – this is the nature of the World Wide Web/Internet. We cannot accept responsibility for any such unauthorised access or loss of personal information that is beyond our control.
You are responsible for protecting your username and password and must not share it with, or disclose it, to anyone.
Your personal data may be shared with organisations based outside of the UK. These countries may not have the same data protection laws as the country in which you initially provided the information and may not provide the same level of protection.
If we transfer personal data outside of the UK, we may rely on a decision from the Secretary of State determining that the recipient country provides an adequate level of protection. Alternatively, we may rely on appropriate safeguards in respect of transfers of personal data to a country outside of the UK, for example, by agreeing standard contractual clauses adopted by the ICO.
Data protection laws provide you, as an individual, rights to:
No fee is required to claim any of these rights. However, we may charge a reasonable fee or refuse to comply if your request for access is considered to be unfounded or excessive. If you wish to exercise any of your rights, please contact us using the details set out below.
If you have any queries or concerns regarding our processing of your personal data, would like to exercise any of your rights or would otherwise like to make a complaint, please contact our Data Protection Manager in the first instance at datacontoller@pozitive.energy.
You have the right to make a complaint at any time to the Information Commissioner’s Office. Their contact details are:
Telephone: 0303 123 1113
Email: casework@ico.org.uk
Post: Information Commissioners Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Website: www.ico.org.uk
However, please contact us in the first instance if you have any issue that you wish to discuss.
