BT Light User Scheme – incomplete Ts&Cs?

Last year in this thread
http://forums.moneysavingexpert.com/showthread.html?t=229544
about the exclusions list for the BT Light User Scheme, we found that the list on BT’s leaflets and website was only a subset of the criteria though it didn't explicitly say so. It missed out some quite important criteria, and BT seemed only able to offer the full exclusions list by email on individual request by phone.

Feeling strongly that this was unfair, I complained to BT and later took it to the Ombudsman, Otelo. However in the meantime, the list has been completely rewritten:

http://www.serviceview.bt.com/list/public/current/Cust_Opts_Res_boo/3226_d0e32.htm#3226-d0e32

I have a question – does anyone know whether this is the only version of the list BT currently publish, or is there a more complete statement anywhere else?

The reason I ask is that it is still missing some important criteria which were explicitly itemised in the email list from BT e.g. eBilling, Friends and Family, and dialup Internet access (in my complaint, BT have not argued that dialup Internet is covered by “telephone service from another supplier” – they told Otelo it was not on the list because it is not a BT product :huh: )

This raises an important point: do telecoms providers have a duty to publish a full written set of Ts&Cs at all? What exactly are the rules and who enforces them? On the one hand, BT - and Otelo - have defended the publishing of a shortened list as a “commercial decision” and even said at one point that it is unreasonable to quantify all the exclusions anyway. On the other hand, this is not the view of Ofcom. The following answer comes via their Media Office who have given me permission to quote:

"Yes, BT should provide details of the eligibility for the social telephony schemes. These schemes, provided under the Universal Service Obligation on BT, are aimed at light users of telephony customers who would otherwise have difficulty affording basic telephony services.

Formally, details of BT's prices and eligibility are published as part of its price list. However in the case of such social telephony products we would expect BT to provide details of the scheme in a customer-friendly form.

The eligibility criteria for the schemes have to be applied in the same way to all BT's customers."

The new website Ts&Cs, which is now the version linked from the Age & Disability page, seems to be neither one thing nor the other – neither a full set ofTs&Cs nor a customer-friendly version.

Ofcom’s statement makes a good deal of sense but until and unless it is enforced, caveat emptor – be aware the published exclusions may not be the full story particularly if you are recommending a scheme to others; and if anyone comes across a set of Ts&Cs which are more detailed, clearer or otherwise different than those in the Price List, it would be useful to publish them here.