How it works
From joining to leaving, step by step
- 1
You join
In My OCCTA (or with a secure link we email after a call). You see the price, the key facts and the terms before you agree, and you confirm with a one-time code. Nothing is set up until you do.
- 2
We write to you
A welcome pack and a Direct Debit confirmation arrive by post and email. Keep them: they're your record of what you agreed.
- 3
14 days to think
Nothing is taken during your cooling-off period. Cancel for any reason and you pay nothing. You can use Care straight away if you ask.
- 4
Your first payment
On the 1st or 15th (your choice) after the cooling-off period. We tell you the date and amount in writing at least 10 working days before.
- 5
Use it
Call, chat or book help in My OCCTA → Care. We log what we help with, so your reminders show what you've used.
- 6
Reminders
Monthly members: a check-in every 6 months. Yearly and 3-monthly members: a renewal letter 30 days before each payment.
- 7
Leave any time
Cancel button, phone, email, letter or chat. Written confirmation the same working day. Prepaid time you won't use is refunded.
Its own Direct Debit, so it never tangles with your broadband
- Collected by APS Re OCCTA (Service User Number 538166). Your statement shows a reference starting OCCTA CARE-.
- OCCTA takes Care payments by Direct Debit only. We will never ask for card details.
- If a payment is returned, we tell you and try once more after fresh notice. After 2 missed payments we pause Care. No fees, no debt collectors.
- If money is tight, tell us. We'll pause or cancel Care free, and help with your other OCCTA bills.
The Direct Debit Guarantee
This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
If there are any changes to the amount, date or frequency of your Direct Debit, APS Re OCCTA (or OCCTA Ltd) will notify you 10 working days in advance of your account being debited, or as otherwise agreed. If you request APS Re OCCTA (or OCCTA Ltd) to collect a payment, confirmation of the amount and date will be given to you at the time of the request. Collections are made under Service User Number 538166.
If an error is made in the payment of your Direct Debit, by APS Re OCCTA, OCCTA Ltd or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
If you receive a refund you are not entitled to, you must pay it back when APS Re OCCTA or OCCTA Ltd asks you to.
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
Tell us what helps
Large print, Braille, a carer or relative helping, more time on the phone, or just a call instead of email: tell us when you join or any time after. We only record it with your consent and you can ask us to remove it. People aged 75 or over, and anyone who tells us about support needs, get a quick call from us before their Direct Debit is set up, to make sure Care is right for them. Read our Vulnerable Customers Policy.