12 Days of Compliance

In the run-up to Christmas, the FCS will be providing daily updates with its top tips for keeping you compliant giving you one less thing to worry about as you focus on your celebrations.

Just check back in here, or follow our social media channels to make sure you don’t miss out.


On the 1st day of Christmas, the FCS gave to me…membership of the Ombudsman scheme

Did you know that you have to provide an Alternative Dispute Resolution (ADR) scheme as part of the General Conditions of entitlement? FCS members get free membership of the Communications Ombudsman scheme, which is approved by Ofcom.   We know that FCS members use the Ombudsman to resolve disputes from customers.  So, that’s one less thing for you to worry about, giving you more time to pick out those perfect Christmas presents.

On the 2nd day of Christmas, the FCS gave to me…a Code of Practice

Hopefully, your customers won’t have cause to complain about your service, but things sometimes do go wrong.  The General Conditions require all telcos to have a Code of Practice that sets out their complaint process and have it on a prominent part of their website – no hiding it behind the Christmas tree, please!  The FCS can even help by providing you with a template Code of Practice.

On the 3rd day of Christmas, the FCS gave to me….three compliance elves

OK, the team might not appreciate the festive description, but FCS members have access to well respected industry professionals to help with their compliance/regulatory questions. This might not be top of your Christmas wish list, but it can save your company lots of time and money, which is always a good gift.

On the 4th day of Christmas, the FCS gave to me…the opportunity to share ideas with other CSPs

Just like Santa, the FCS loves to share.  We have monthly CSP meetings where you are brought up to speed with all the important industry news and have an opportunity to ask questions that are on your mind and share thoughts with other CSPs. The minutes and slides are available on the website – LINK – all wrapped up and waiting to be opened!

On the 5th day of Christmas, the FCS gave to me…F…A…Q’s

The FCS website (CSP Frequent Member Questions – FCS) is a treasure trove of advice and information and it’s well worth having a look at our Frequently Asked Questions – we can’t answer top Christmas questions such as for how long to cook your turkey, but we can answer those pesky regulatory questions that can eat into your time, giving you more time to eat your turkey!

On the 6th day of Christmas the FCS gave to me…answers to number portability questions

One of the most frequently asked number porting questions is, “Can I stop a customer from porting to another supplier if they owe me money?  The answer may make you think that we are channelling the Christmas Grinch, but NO, this is not a compliant reason to stop a port…Oh, did someone mention port, what a wonderfully warming Christmas drink…

On the 7th day of Christmas the FCS gave to me…answers to contract questions

The General Conditions contain lots of requirements on contracts and the FCS team can help you to navigate your way through.  For example, did you know that you have to give customers at least one-months’ notice of any change to the contract that is not to their benefit and the option to exit the contract penalty-free? Also, you need to ensure customers are sent end-of-contract and annual best tariff notifications and should make sure customers are provided with a one-page (three-page for bundled services) contract summary before they can give consent to enter the contract? Meeting the General Conditions should provide your customers with better service and avoid costly Ofcom fines so that you can spend more on presents.

On the 8th day of Christmas the FCS gave to me…industry representation

We know that your time is precious and you would rather spend it with your customers than attending industry meetings, so we do that for you.  This year we have represented the views of resellers and smaller CPs at numerous industry, Openreach and OTA led sessions.  This has ensured that you aren’t forgotten and that the needs of resellers and smaller CPs are heard, loud and clear – we do make a noise and make no apology for doing so! We also do a decent job at carol singing if you need a small choir.

On the 9th day of Christmas the FCS gave to me…Regulatory Training coming soon

Ok, this won’t be ready in time for Christmas, but we are so excited about it we had to include it.  Our compliance elves have put in an extra shift and developed ‘bite sized’ modular regulatory compliance training covering all the things you need to be compliant.  It will be engaging, action-focused and whilst it won’t displace ‘Home Alone’ as your Christmas must-watch film, it will be required viewing for all telecoms professionals next year.  Be patient, it will be with you soon!

On the 10th day of Christmas the FCS gave to me…10 things to prepare for the new switching regime

This surely has to be the must-have Christmas present for any CSP this year – switching is a big change and you need to be ready to act. Luckily, the FCS is there not only to hold the stepladder whilst you put up the last of the Christmas lights, to remind you to put cranberry sauce on the shopping list, but also to give you all the information you need to be ready for the new Business switching regulation: https://www.fcs.org.uk/gaining-provider-led-business-switching/

Please, please have a look and make the changes you need to be ready.

On the 11th day of Christmas the FCS gave to me…information on residential switching

There are some Christmas traditions that you just do, there is no argument, Christmas would not be Christmas without them.  It could that tin of Quality Street, going to midnight mass or sprouts for the only time in the year.  Well, residential switching is regulated and just something you have to do too. The new residential switching regulation came into force during 2023 and will go live during 2024.  If you have any residential customers at all, even if it is a single line, you need to be registered with TOTSCo, no ifs or buts, you just need to do it.

On the 12th day of Christmas the FCS gave to me…a website to keep you informed all year round

The FCS is definitely not only for Christmas, we are with you, all through the year!  Our website Home – FCS has a host of useful things to help you, in the Members Area have a look at our Guidance on the EECC, all the information about Gaining Business Led Switching or the minutes of our CSP calls.  We are always looking at ways to improve, so if you think we are missing something, then let us know.

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