Regulatory and Guidance information

• PDF file: Gas Safety Statement (146KB)
• PDF file: Terms and conditions (560KB) 
• PDF file: Guide to Service Standards 2009-2010 (167KB)
• PDF file: Guide to Service Standards in Welsh 2009 -2010 (322KB) 
• PDF file: Fuel mix disclosure (192KB)
• PDF file: Complaint Handling Statement (526KB)
• PDF file: Customer Complaints Report (140KB) 
• PDF file: Paying your energy bill (122KB)
• PDF file: Prepayment Meter Statement - Information on Pay As You Go Services (791KB) 
• PDF file: Careline statement (225KB)
• PDF file: Visiting your property (160KB)
• PDF file: Fuel Poor code of practice (160KB)
• PDF file: Advanced Pay terms and conditions (448KB)

For calls-only talk customers, your terms and conditions will be different from those shown in the link below. The main difference is that your phone service is not defined to include line rental.

If you would like a copy or have a question about your own terms and conditions, please contact Customer Service on 0845 678 0053.

talk Charges and Tariffs information effective from 1 April 2010 will be available soon.

• PDF file: Terms and Conditions (112KB) 
• PDF file: Calls only phone service code of practice (552KB) 
• PDF file: Sales and marketing of fixed-line telephone service code of practice (539KB) 
• PDF file: Phone service code of practice (567KB)
• PDF file: talk Charges and Tariffs Information effective until 31 March 2010 (1268KB)
• PDF file: talk Charges and Tariffs Information effective from 1 April 2010 (564KB) 
• PDF file: talk Operator Service Guidance (1.2MB)
• PDF file: talk Guidance on Telephone Faults SWA (524KB)
• PDF file: Ofcom General Condition 24 on Sales and Marketing of Fixed-Line Telephony Services. Effective from 18 March 2010.