Codes of Practice

How to get a copy

This code applies to you if you're a residential or small business customer. You can order a copy by calling 32122 from your Ecotalk phone or 0333 800 5500. Our code is also available in audio, large print and Braille formats.

The Ecotalk consumer code of practice gives you useful information to help make the most of our services. If there's anything we have not covered contact us on 0333 800 5500.

About us:

Ecotalk Ltd

Our registered office is:
Lion House
Rowcroft
Stroud 
Gloucestershire 
GL5 3BY

Range of services

We provide a range of voice and data services, including: 

  • UK and international voice calls 
  • Text and picture messaging
  • Internet and email on your phone 
  • Roaming abroad
  • Picture messaging 

Switching to Ecotalk

You can keep your existing mobile number if you switch to Ecotalk from another provider. It takes around one working day and is free of charge. First you will need to get a Port Authorisation Code (PAC) from your existing provider and give it to us. This means we have your permission to request your number to be transferred to us.  

Managing your account online

You can view and manage your account online anytime at  www.ecotalk.co.uk  

Billing

You'll receive a monthly bill (usually online) detailing your charges for the month. This will include any usage that's not included in your monthly bundle.

You can pay your bill by direct debit, and you can view your bill on our website throughout the month.

What to do if you receive unwanted calls and text messages

You may receive unwanted calls or text messages from sales and marketing companies who are trying to sell goods and services. If you don’t want to receive unsolicited sales or marketing calls, you should register your number with the Telephone Preference Service (TPS) by: 

If you still receive unwanted calls or messages after registering with the TPS, you should contact the Information Commissioner’s office. Here's how you can contact them:

Information Commissioner’s Office, 
Wycliffe House, 
Water Lane, 
Wilmslow, 
Cheshire, 
SK9 5AF

Complaint handling and alternative dispute resolution procedures

We hope that you will never have reason to complain about our service. However, if there's something you're unhappy with, you should contact our customer services team who will try to resolve your complaint. We'll aim to find an immediate solution where we can, though more complex complaints may take a little longer to resolve. If you're not happy with the outcome after you've told us what's wrong, get in touch with our Complaints Team. You can find our  Complaints Process here .

Inappropriate content

If you have concerns about inappropriate content on your mobile, visit The Independent Mobile Classification Body (IMCB) website at  www.imcb.org.uk . The IMCB is an independent body set up by the mobile industry to develop a framework for classifying content unsuitable for under 18's.

Content lock

Ecotalk will block all premium services by default. You can unblock premium services by contacting us on 0333 800 5500 or via our website  www.ecotalk.co.uk  

Non-geographic numbers

These are numbers that do not relate to a geographic location. They include numbers beginning with 03, 09, 08 (premium rate numbers), 116 (helplines), 118 (directory enquires) and 070 (personal numbers or ‘find me anywhere’ numbers). You can find out how much it costs to call these numbers in  our price guide .

Premium rate services

Premium rate services are often more expensive than regular calls and texts. If you use a premium rate service, you’ll be charged for these on top of your regular bill. 

They can be voice, text, video or picture messages, and generally begin with 09, 118, 0871, 0872 and 0873. Typical services include TV vote lines, ringtones, chat, charitable fund-raising, sports results and directory enquiry services.

You can bar calls to 09 numbers and also stop receiving chargeable text messages – just give us a call and we can sort that for you. We can also let you know how much it costs to dial a specific number.

You currently can’t call or text mobile short codes or 118 numbers on Ecotalk.

Mobile short code numbers can be used to enter competitions by text, to give to charity, or to download mobile games (etc.). These are five to six digit numbers and are charged at a premium rate. Directory enquiry services are six-digit numbers beginning with ‘118’.

Subscription services

Some services require you to subscribe, which means that you may be charged a monthly subscription fee, or you'll be sent a number of chargeable messages every month. Before you subscribe to a premium rate service, you will be sent a free welcome message which contains useful information including charges for the service and how to unsubscribe. If you want to terminate the service, or if you have mistakenly subscribed to a service, you can send the word ‘STOP’ to the short code and you should not receive any more chargeable messages. You should always be given the contact details of the company and the cost of the service before using it. If you have a query, a complaint, or want a refund, then you should contact the third party directly.

Bills and literature in other formats

If you have difficulty reading your bill, we can provide you with a choice of Braille or large print versions on request. You can also get other Ecotalk literature in a choice of alternative formats on request, including Braille, large print, audio tape and electronic text format. 

Cancelling your agreement

You can cancel your contract at any time. We just require 30 days’ notice.

Emergency Calls

In an emergency you should dial 999 or 112 to be connected to the emergency services. An operator will connect you to the emergency authority that you request. If you're hard of hearing or speech impaired you can register at  www.emergencysms.org.uk  to use the 999 SMS service in an emergency.

Contacting Ofcom

Ofcom regulates the UK communications and postal industry. More information can be found at  www.ofcom.org.uk  or by contacting them via: 

  • Telephone: 0300 123 3000 or 020 7981 3000 
  • Fax: 020 7981 3333 
  • Text phone: 020 7981 3043 (only works with special equipment used by people who are deaf or hard of hearing) 
  • Or writing to: 

Ofcom,
Riverside House, 
2A Southwark Bridge Road, 
London, 
SE1 9HA 

Marketing

Our ethics run through everything we do. That means no hard selling, clear contracts, simple complaints procedures, no exit fees or penalties, and excellent customer service at every stage. We do that naturally – but we also follow the mobile industry codes of practice too. You can find out more about that  here