This Code of Practice sets out the standards OCCTA LIMITED (company number 13828933) works to with residential and small-business customers. It summarises our commitments; the detailed terms are in your Contract Summary, Contract Information and our Terms of Service.

1. Selling to you

Every sale starts with an address check, so we only offer services that are actually available at your property.
Before you're asked to agree, you receive a Contract Summary and Contract Information covering price, minimum term, notice period, speeds, one-off charges and how to leave.
You're not bound just because documents are generated or emailed — your agreement starts only when you expressly accept.
We don't use cold-call doorstep selling or pressure tactics, and we won't silently substitute a different product, technology, price or term.
Advertised speeds are address-specific estimates from the network. We don't present an "up to" figure as a guarantee.

2. Prices and contracts

Residential prices include VAT. Business prices are shown ex-VAT, with VAT itemised on the invoice.
Our residential contracts contain no CPI, RPI or percentage-based annual price rises. See our Price Transparency Policy.
Flex 30 is rolling with no minimum term. Price Lock 24 fixes the broadband price for a 24-month minimum term, then continues on a 30-day rolling basis unless you agree a new term.
Accepted contract documents are versioned and kept. A later website change never replaces what you agreed.

3. Setting up your service

We confirm your go-live date once the network accepts the order, and only book an engineer where the work needs one.
Where One Touch Switch applies, we coordinate your switch — you don't need to contact your old provider. See our Switching Policy.
We tell you if moving to Digital Voice could affect telecare, alarms or other devices that use your phone line.
Billing starts only once your service is confirmed live.

4. Billing and payment

Invoices are itemised and available in your online account.
You pay by Direct Debit, protected by the Direct Debit Guarantee, or by bank transfer. We don't take card payments or payments over the phone, and our bank details never change.
If a payment is missed, we contact you and give you a reasonable opportunity to pay before any further action, and we won't restrict service over an amount that's genuinely disputed.
If you're in financial difficulty, we'll discuss a reasonable payment arrangement.

5. Support and faults

Our UK team is available Monday to Friday, 8am to 6pm on 0800 260 6626 and at hello@occta.co.uk. Our online assistant and help centre are available at any time.
Faults raised as tickets are tracked from start to finish, and we raise network faults and book engineers on your behalf.
Network incidents and planned maintenance are published on our service status page.
Where a confirmed fault isn't fixed within the target time for your service, we explain any credit or remedy available, alongside your statutory and regulatory rights.

6. Leaving us

You can cancel a new contract within 14 days under the Consumer Contracts Regulations.
Early Termination Charges on fixed terms never exceed the recurring charges remaining, and we tell you the exact figure before you confirm.
When you switch away, we don't charge notice-period fees beyond the completed switch date.

7. Customers who need extra support

We offer priority handling, Digital Voice resilience assessments, accessible formats, payment arrangements and nominated contacts, free of charge. See our Vulnerable Customers Policy and Accessibility Statement.

8. Complaints

If something goes wrong, our Complaints Code explains how we'll put it right, including free referral to an independent Alternative Dispute Resolution scheme after 6 weeks or deadlock.

9. Your data

We process personal data under UK GDPR, the Data Protection Act 2018 and PECR, as described in our Privacy Policy. We don't monitor the content of your internet traffic.

OCCTA customer code of practice