Indirect Sales
Proof Policy
Indirect Channel
Version 12
7 May 2015
Author: Credit Risk & Fraud
External version
1
Indirect Sales
Table of Contents
Introduction ............................................................................................................................ 3
Distance Selling ..................................................................................................................... 4
Face to Face Selling............................................................................................................. 10
Additional Proofs Policy Information ................................................................................. 15
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Indirect Sales
Introduction
Proofs are taken for new and existing, private and business customers prior to
processing the application and submitting for credit check.
The diagram below demonstrates at what point of the application process proofs
are required.
Customer
Proof process
Pass
Proceed to credit
check
Fail
Do not proceed to
credit check
EE has a generic proofs list, which all Partners/ Stockists are required to follow.
New customers need to provide a proof of identity and address (and business
where applicable), whereas existing customers only need to provide a proof of
identity (and proof of business where applicable).
The type of proof process the Partner/ Stockist is required to follow is dependent
upon •
Their own route to market (e.g. face to face retailer or distance seller)
•
The type of customer applying (consumer, small business or large business
customer)
All Partners/ Stockists must provide proofs from the proofs list and adhere to the
proof policy for that brand. The Partner/ Stockist may also add additional steps
to the proofs policy if they wish but this must be over and above EE’s policy.
The Partner/ Stockist is responsible for collecting and retaining all proofs
obtained, with their customer agreement.
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Indirect Sales
Distance Selling
Non-Face to Face trading (e.g. Digital or Telesales) – All Customer TypesConsumer and Business
New Customers
If the Partner/ Stockist performs distance/ non-face to face sales (for example
Web or Telesales) they must only use Single Card Proof as the proof of ID and
proof of address; Where applicable the proof of business must be scanned or
photocopied (electronic copy of the original proof). The proof must be:
•
accompanied by Single Card Proof (AVS) to verify ID and address (not
applicable for large businesses)
•
a scan or photocopy of the original proof in (locked) PDF format, where
applicable
•
stored securely by the Partner/ Stockist for future audit.
The Indirect distance selling/ non-face to face proofs summary is as follows:
Table 1: Proof requirements for the various account types
Account Type
EE Private Consumer
EE Self-Certified
business
EE Proofed Small
Business
EE Large Business
Proof of Identity and
Address
Single Card Proof
(AVS)
Single Card Proof
(AVS)
Single Card Proof
(AVS)
N/A
AND
Business Proof
N/A
and
Self-Certification Form
read out in script
and
1 business proof
and
2 business proofs
Table 2: List of Acceptable Proofs
−
−
−
−
−
−
−
−
−
−
−
−
Business Proof List
UK bank or building society Business Credit or Debit card
UK bank or building society Business account statement
UK Business credit card statement
Business premises council tax statement
Business utility bill
Existing mobile phone bill in the business name (excluding Orange, T-Mobile
or EE bills)
Fixed line telephone bill in the business name
Business VAT registration certificate
Certificate of Incorporation or change of company's name
Certificate of Charity registration
Inland Revenue ID card (registration card)
Business premises leasing/ rental agreement
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Indirect Sales
The proof of business must be scanned or photocopied (electronic copy of
the original proof). The proof must be:
•
a scan or photocopy of the original proof in (locked) PDF format
•
stored securely by the Partner/ Stockist for future audit
Additional Information:
•
Self-Certified Small Business – customer must be made aware that
their business information will also be passed on to the Credit
Reference Agencies.
•
Proofed Small Business refers to sole trader, ‘self-employed’, small
partnerships (1 to 9 employees).
•
The Self-Certification Form must only be used if a Sole Trader, Self
Employed or Small Partnership customer has no business proof as
listed in Table 2.
•
The Self-Certification form must not be used for the customer
account transfer (CAT) process. Customers must provide 1 business
proof as listed in table 2.
•
Large Business refers to Limited company, PLC, charity or large
partnership (10+ employees).
•
Non-Limited Partnerships - If a joint partnership account is required,
then each applying partner must authenticate their identity before a
credit check can be processed.
•
Single Card Proof (AVS) - The customer can provide a Credit or Debit
card (excluding ‘pre-paid’ cards) to act as both proof of ID and
Address. A £2 transaction will then be taken and refunded, to check
the validity of the card details against the customer’s name and
application address.
•
Pre to Post pay migration applications processed via TeleRegistrations must be proofed using Single Card Proof (AVS) only.
•
The same proof cannot be used as proof of ID and proof of address.
•
Government and NHS applications must follow the Large Business
process.
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Indirect Sales
Existing Customers – (Upgrades & Migrations)
Existing customers requiring Upgrades and Migrations are required to prove
their identity prior to checking for eligibility.
Table 3: Proof requirements for the various account types
Account Type
Proof of Identity
AND
and Address
Business
Proof
OR
OR
EE Private
Consumer
Single Card
Proof (AVS)
N/A
EE Small Business
Single Card
Proof (AVS)
N/A
EE Large Business
Call validation
Confirm customers
name, address and
DOB
Confirm customers
OR name, company name,
address and DOB
1 business
proof
N/A
N/A
Table 4: List of Acceptable Proofs
−
−
−
−
−
−
−
−
−
−
−
−
Business Proof List
UK bank or building society Business Credit or Debit card
UK bank or building society Business account statement
UK Business credit card statement
Business premises council tax statement
Business utility bill
Existing mobile phone bill in the business name (excluding Orange, T-Mobile
or EE bills)
Fixed line telephone bill in the business name
Business VAT registration certificate
Certificate of Incorporation or change of company's name
Certificate of Charity registration
Inland Revenue ID card (registration card)
Business premises leasing/ rental agreement
The proof of business must be scanned or photocopied (electronic copy of
the original proof). The proof must be:
•
a scan or photocopy of the original proof in (locked) PDF format
•
stored securely by the Partner/ Stockist for future audit
All Call Validations must be recorded and securely stored for a minimum of
the term of contract plus 90 days.
Additional Information:
•
Small Business refers to sole trader, ‘self-employed’, small
partnerships (1 to 9 employees).
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Indirect Sales
•
Large Business refers to Limited company, PLC, charity or large
partnership (10+ employees).
•
Under no circumstances can a Large Business Upgrade or Migration
be authenticated using the Call Validation method.
•
Single Card Proof (AVS) - the customer can provide a Credit or Debit
card (excluding ‘pre-paid’ cards) to act as both proof of ID and
address. A £2 transaction will then be taken and refunded, to check
the validity of the card details against the customer’s name and
application address.
•
Call Validations can only be completed by dialling the mobile number
to be Upgraded / Migrated.
The Partner/ Stockist must ask the customer to
o confirm that they are the Account Holder
o state their full name
o state their full address
o state their date of birth
The Partner/ Stockist must NOT prompt the customer with any of this
information in order to confirm identity.
•
•
•
Government and NHS applications must follow the Large Business
process.
•
The Self-Certification form must not be used for the customer
account transfer (CAT) process. Customers must provide 1 business
proof as listed in table 4.
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Indirect Sales
Existing customers – (Additional Lines)
Existing customers requiring Additional Lines are required to provide proofs
to confirm their identity.
Table 5: Proof requirements for the various account types
Account Type
EE Private Consumer
EE Small Business
EE Large Business
Proof of Identity and
Address
Single Card Proof
(AVS)
Single Card Proof
(AVS)
N/A
AND
Business Proof
N/A
N/A
1 business proof
Table 6: List of Acceptable Proofs
−
−
−
−
−
−
−
−
−
−
−
−
Business Proof List
UK bank or building society Business Credit or Debit card
UK bank or building society Business account statement
UK Business credit card statement
Business premises council tax statement
Business utility bill
Existing mobile phone bill in the business name (excluding Orange, T-Mobile
or EE bills)
Fixed line telephone bill in the business name
Business VAT registration certificate
Certificate of Incorporation or change of company's name
Certificate of Charity registration
Inland Revenue ID card (registration card)
Business premises leasing/ rental agreement
The proof of business must be scanned or photocopied (electronic copy of
the original proof). The proof must be:
•
a scan or photocopy of the original proof in (locked) PDF format
•
stored securely by the Partner/ Stockist for future audit.
Additional Information:
•
Small Business refers to sole trader, ‘self-employed’, small
partnerships (1 to 9 employees)
•
Large Business refers to Limited company, PLC, charity or large
partnership (10+ employees)
•
Non-Limited Partnerships - if a joint partnership account is required
then each applying partner must authenticate their identity before
credit check can be processed
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Indirect Sales
•
Single Card Proof (AVS) - the customer can provide a Credit or Debit
card (excluding ‘pre-paid’ cards) to act as both proof of ID and
address. A £2 transaction will then be taken and refunded, to check
the validity of the card details against the customer’s name and
application address.
•
Existing customers who request an new connection on EE and already
have additional connections on T-Mobile or Orange must be
authenticated as an existing customer on their account prior to
checking for the new connection request.
•
Government and NHS applications must follow the Large Business
process.
•
The Self-Certification form must not be used for the customer
account transfer (CAT) process. Customers must provide 1 business
proof as listed in table 6.
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Indirect Sales
Face to Face Selling
Face to Face trading – All Customer Types - Consumer and Business
The Partner/ Stockist must ensure that a valid proof of age is collected,
unless the customer clearly looks aged 18 or over.
Table 7: Acceptable Proof of Age
Proof of Age
EE – Full or Provisional UK or NI Driving Licence
EE – Passport
EE – Proof of Age Standard Scheme (PASS) cards
New Customers
The Indirect proofs summary for Retail/ Face to Face is as follows:
Table 8: Proof requirements for the various account types
Account Type
EE Private
Consumer
EE Self-Certified
Business
EE Proofed Small
Business
EE Large Business
Proof of Identity and Address
AND
Business Proof
Single Card
1 proof of ID + 1
Or
N/A
Proof (AVS)
proof of address
Single Card
1 proof of ID + 1
Signed SelfOr
and
Proof (AVS)
proof of address
Certification Form
Single Card
1 proof of ID + 1
Or
and
1 business proof
Proof (AVS)
proof of address
N/A
2 business proofs
Table 9: List of Acceptable Proofs
Proof of ID
Proof of Address
- Full or Provisional UK or NI Driving
- Full or Provisional UK or NI Driving
Licence
Licence
- UK bank, building society or Credit card
- Passport
account statement
- UK bank or building society Credit
- Fixed phone bill
/ Debit card
- Existing mobile bill (excluding Orange, TMobile or EE bills)
W
- Council Tax statement
- Utility bill (in customer name)
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Indirect Sales
Table 10: List of Acceptable Proofs
−
−
−
−
−
−
−
−
−
−
−
−
Business Proof List
UK bank or building society Business Credit or Debit card
UK bank or building society Business account statement
UK Business credit card statement
Business premises council tax statement
Business utility bill
Existing mobile phone bill in the business name (excluding Orange, T-Mobile
or EE bills)
Fixed line telephone bill in the business name
Business VAT registration certificate
Certificate of Incorporation or change of company's name
Certificate of Charity registration
Inland Revenue ID card (registration card)
Business premises leasing/ rental agreement
The proof of business must be scanned or photocopied (electronic copy of
the original proof). The proof must be:
•
a scan or photocopy of the original proof in (locked) PDF format
•
stored securely by the Partner/ Stockist for future audit.
Additional Information:
•
Self-Certified Small Business – customer must be made aware that
their business information will also be passed on to the credit
reference agencies
•
Proofed Small Business refers to sole trader, ‘self-employed’, small
partnerships (1 to 9 employees)
•
The Self-Certification Form must only be used if a Sole Trader, Self
Employed or Small Partnership customer has no business proof as
listed in Table 10.
•
The Self-Certification form must not be used for the customer
account transfer (CAT) process. Customers must provide 1 business
proof as listed in table 10.
•
Large Business refers to Limited company, PLC, charity or large
partnership (10+ employees)
•
Non-Limited Partnerships - if a joint partnership account is required
then each applying partner must authenticate their identity before
credit check can be processed
•
If using Driver’s Licence or Passport, the date of birth on the proof
must be the same as that on the agreement and the customer must
be aged 18 or over.
•
Single Card Proof (AVS) - the customer can provide a Credit or Debit
card (excluding ‘pre-paid’ cards) to act as both proof of ID and
address. A £2 transaction will then be taken and refunded, to check
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Indirect Sales
the validity of the Card details against the customer’s name and
application address.
•
The same proof cannot be used for proof of ID and proof of address.
•
Pre to Post pay migration applications processed via TeleRegistrations must be proofed using Single Card Proof (AVS) only.
•
Government and NHS applications must follow the Large Business
process.
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Indirect Sales
Existing Customers – (Upgrades, Migrations and
Additional Lines)
Existing customers are required to provide proofs to confirm their identity;
this is applicable to Upgrades, Migrations and Additional Lines.
Table 10: Proof requirements for the various account types
Account
Type
EE Private
Consumer
EE Self-Certified
Business
EE Proofed Small
Business
EE Large Business
Proof of Identity and Address
Single Card
Or
1 proof of ID
Proof (AVS)
Single Card
Or
1 proof of ID
Proof (AVS)
Single Card
Or
1 proof of ID
Proof (AVS)
N/A
AND
Business Proof
N/A
N/A
N/A
1 business proof
Table 11: List of Acceptable Proofs
Proof of ID
– Single Card Proof (AVS)
– Full or Provisional UK or NI Driving Licence
– Passport
– UK bank or building society Credit/ Debit card
Table 12: List of Acceptable Proofs
−
−
−
−
−
−
−
−
−
−
−
−
Business Proof List
UK bank or building society Business Credit or Debit card
UK bank or building society Business account statement
UK Business credit card statement
Business premises council tax statement
Business utility bill
Existing mobile phone bill in the business name (excluding Orange, T-Mobile
or EE bills)
Fixed line telephone bill in the business name
Business VAT registration certificate
Certificate of Incorporation or change of company's name
Certificate of Charity registration
Inland Revenue ID card (registration card)
Business premises leasing/ rental agreement
The proof of business must be scanned or photocopied (electronic copy of
the original proof). The proof must be:
•
a scan or photocopy of the original proof in (locked) PDF format
•
stored securely by the Partner/ Stockist for future audit.
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Indirect Sales
Additional Information:
•
Self-Certified Small Business – customer must be made aware that
their business information will also be passed on to the credit
reference agencies
•
Proofed Small Business refers to sole trader, ‘self-employed’, small
partnerships (1 to 9 employees)
•
Large Business refers to Limited company, PLC, charity or large
partnership (10+ employees)
•
Non-Limited Partnerships - if a joint partnership account is required
then each applying partner must authenticate their identity before
credit check can be processed
•
Single Card Proof (AVS) - The customer can provide a Credit or Debit
Card (excluding ‘pre-paid’ cards) to act as both proof of ID and
address. A £2 transaction will then be taken and refunded, to check
the validity of the card details against the customer’s name and
application address.
•
Pre to Post pay migration applications processed via TeleRegistrations must be proofed using Single Card Proof (AVS) only.
•
Existing customers who request an new connection on EE and already
have additional connections on T-Mobile or Orange must be
authenticated as an existing customer on their account prior to
checking for the new connection request.
•
Government and NHS applications must follow the Large Business
process.
•
The Self-Certification form must not be used for the customer
account transfer (CAT) process. Customers must provide 1 business
proof as listed in table 12.
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Indirect Sales
Additional Proofs Policy Information
Table 23: Requirements for Photocopying and storing proofs
List of proofs that DO NOT require photocopying or scanning
EE – Single Card Proof (AVS)
List of proofs that require photocopying or scanning
– UK Bank or Building Society Credit or Debit card (for non-AVS checks)
– Passport
– Proof of Age standards Scheme (PASS) cards
– UK bank, building society or Credit card account statement
– Council Tax statement or payment book
– Utility bill
– VAT registration certificate
– Certificate of Incorporation or change of company name
– Certificate of Charity registration
– Inland Revenue ID Card (registration card)
– Leasing/ rental agreement
– Existing mobile phone bill in the business name (excluding Orange, T-Mobile or
EE bills)
– Fixed line telephone bill in the business name







All copies of proofs must contain the customer’s name and (where
applicable depending on proof type) their address and statement
date.
Copies of bank / building society / Credit card related proofs must
conceal all personal account information.
The registering Partner/ Stockist is responsible for collecting valid
proofs (business, private consumer, age) and retaining them with the
customer agreement.
If Proof of Age is required it must be photocopied or scanned and
stored with the customer agreement.
If using Single Card Proof (AVS) policy option to validate proof of ID
and Address:
o
the customer must provide full card details (incl. CV2 code)
o
the Partner/ Stockist must ensure the Credit or Debit card is
registered at application address (applications for this proof
type can contain first name or initial)
All major UK Credit/Debit cards are accepted (excluding ‘pre-paid’
credit cards)
Distance sales business proofs can be scanned or photocopied
(electronic) copies of the original proof. The proof must be:
o
o
o
accompanied by Single Card Proof (AVS) to verify ID / Address
(applicable to small business only)
a scan or photocopy of the original proof in (locked) PDF
format
sent to the Partner/ Stockist from a business e-mail address,
matching the trading details of the applicant
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Indirect Sales
o

All proofs must:
o
o
o
o
o
o
o
o








stored securely by the Partner/ Stockist for future audit.
be originals and not copies
be printed and not hand written
contain a Great Britain or N.I address (proof of address)
match the customer’s name, address and date of birth details
entered on the customer agreement
be viewed at point of sale and pre-date registration date (for
new customers)
pre-date the date of account activity for additional connection
request (for existing customers)
be complete and have their source of origin clearly identifiable
be clear and legible.
The customer must sign the agreement and their signature must
match that supplied on the proof of identification where applicable.
Copies of required proofs for successful applications must be made
AT POINT OF SALE.
Customer proofs must contain the full first name and surname on at
least one of the proofs provided.
New customers must sign the bank instruction section of the
agreement for Direct Debit payment and the signature must match
that on the agreement and proof of identification.
Bank, building society and Credit card account statements, phone
bills, and utility bills must be dated within 3 months of the application
date.
Bank and building society account statements can be a print out
copy, supplied directly by the bank or building society. These must be
date stamped by the bank or building society and be the original
document, not a photocopy.
Online bank/building Society and Credit card account statements can
be accepted subject to having 5 debit/ credit transactions.
The following proofs are unacceptable:
o
o
o
o
o
o
o
o
o
o
British Gas statements
Sky/ mobile broadband bills
Payment books
Council tax / Utility payment cards
Reminder bills or letters
Overdue account letters
Account information documents
Terms and conditions confirmation letters
Confirmation of address information
Cheques and cheque books
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Indirect Sales
Table 24: Individual proof requirements
Type of Proof
Requirements
- Photocard licences are acceptable
without the counterpart
- When accepting photocard licences the
counterpart can be taken along with the
photocard, however the counterpart alone
is not acceptable
Full or Provisional UK or NI Driving
Licence
- Provisional licences must be the
photocard type only
- ‘Old style’ paper driving licences must be
fully copied to ensure the expiry date is
visible
- Ensure the address and signature
matches the contract address and
signature.
- Ensure the licence has not expired
- Customer’s name should match the name
on the agreement
- Must be signed by the applicant
- Must be valid and not expired
- Name must be displayed on the front of
the card
UK bank or building society
Credit or Debit card
- Must contain the customer’s forename
initial as a minimum
- Must have a CV2 number
- Front and back of card must be copied in
accordance with PCIDSS regulations
- Both the CV2 number on the back and the
middle 8 digits on the front of the card
must be concealed
- Must be a machine readable and
biometric passport
Passport
- Must contain customer’s full name and
date of birth
- Must contain the customer’s signature
- Must not have expired
- Must not be an extension
- Must include the PASS hologram
Proof of Age Standards Scheme
(PASS) cards
- Photo ID must be a true likeness
- DOB must state that they are 18 years of
age or over (or has the 18+ symbol) and
matches the DOB on the agreement
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Indirect Sales
Type of Proof
Requirements
- Must contain Sort code and account
number
- Must contain customer’s full name and
UK bank, building society and Credit address
card account statement
- Must detail name of bank/ building
society
- Must be a statement and not a letter
- Must contain 5 debit / credit transactions
- Must detail customer’s full name
Council Tax statement
- Must details customer’s full address
- Must show the account or property
reference number
- Must detail customer/ business full name
Utility bill
- Must details full address
- Customer reference/account number
must be detailed
VAT registration certificate
- Must show full business name and
address
- Must detail VAT number
- Must detail Company registration number
Certificate of Incorporation or
change of company name
- Must include Full company name
- Company must be registered in the UK
- Certificate must have been supplied by
appropriate authority
- Must detail company registration number
Certificate of charity registration
- Must detail full company name
- Company must be registered in the UK
- Certificate must have been supplied by
the charities commission
- Must be in business name
Inland Revenue ID Card (registration
- Must have National Insurance number
card)
- Partner/ Stockist must document card
number
Leasing/ rental agreement
- Must be a current (active) agreement
- Must clearly display the start and/or end
date of the agreement
Existing mobile/ fixed line phone bill - Excludes EE, T-Mobile and Orange bills
END OF PROCESS
18