FAQs

Here are some of the questions we are frequently asked.

Q There's so much talk about corporate responsibility. Is it just window dressing or does everyone at O2 take it seriously?

A: We recognise that one of the most important tasks we have to do is make corporate responsibility part of our everyday business culture. We've taken some important steps on this in recent months.

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Q Mobile phones and transmission masts are dangerous, aren't they?

A: The current scientific consensus is that mobile phones and masts are not hazardous to health. But it is widely recognised that more research needs to be done. We are supporting, and in some cases funding, research which can be shown to be rigorous and independent. All of our systems operate well within international safety guidelines.

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Q What are you doing to make sure young people use their phones safely?

A: We were among the first to open the debate about the need to teach young people, their parents and carers about the safe use of mobile phones. We have published a series of leaflets covering issues such as bullying, theft, adult content, nuisance calls and the safe use of chatrooms. We also played a major role in the creation of industry codes about these issues.

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Q What is your process for handling victims of mobile camera phone assaults?

A: Any customer who is a victim of these incidents and who calls O2 will be given support and advice by our specialist Nuisance Call Bureau. The NCB will also refer the customer to the police, if they are not already in contact, and can also provide the customer with advice on how to contact Victim Support. All correspondence will be logged and any information that could be of use to the police will be added to the case file (eg details of the incident or other mobiles involved etc.) We may also contact the police ourselves to bring the offence to their attention.

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Q Why did you have to build so many Airwave masts?

A: The O2 Airwave service, for the first time, provides unbroken radio coverage for all the police forces of England, Scotland and Wales. To make sure officers can always stay in touch we needed to build a network that will deliver seamless coverage even in remote places or locations where other systems do not function. Although we built over 3,300 masts, we took just as much care as possible in consulting with communities on the roll out of the network.

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Q Do you apply the same standards in consulting communities on your masts in all the places you operate?

A: In the UK we follow the industry's Ten Commitments on responsible mast siting. In Germany and Ireland we follow a similar code drawn up by the GSM Europe industry group.

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Q Using a mobile phone is getting more expensive with all the new services like pictures and music. Aren't people - especially young people - going to end up spending too much?

A: We offer pre-payment services in all our markets and try to offer a range of clearly priced services that allow people to manage their spending on mobile phone services. We have joined the Starmap Alliance of European operators, which is offering common roaming charges across Europe.

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