Get audit-ready for Virgin Media, O2, Sky and other provider reviews. Compliance documentation, verification records and sales evidence—organised and accessible.
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We organise your compliance documentation so provider audits don't become crises. Every sale has a timestamped verification record, consent evidence and compliance certificate. When auditors request samples, you deliver complete documentation in minutes instead of scrambling for weeks.
When providers announce an audit, most resellers panic. They spend weeks hunting for paperwork, reconstructing sales records from memory and hoping nothing damaging surfaces.
With proper audit preparation, reviews become routine. Every sale has complete documentation from day one. When auditors request sample contracts, you deliver timestamped verification records, consent evidence and compliance certificates within minutes.
The difference: Ongoing compliance documentation vs. reactive scrambling. One protects your reseller agreement; the other risks it.
How your agents sell, what they disclose, and consent capture methods.
Contract records, verification evidence and compliance certificates.
Clawback rates, complaint volumes and dispute resolution.
Ofcom, PECR and GDPR adherence across your operation.
Telecom provider audits typically examine sales practices, consent documentation, complaint handling and regulatory compliance. Auditors review sample contracts for evidence of informed customer consent, proper disclosures and contract adherence. They also check complaint rates, clawback history and any regulatory action against your operation.
Major providers conduct routine audits annually or bi-annually, with additional targeted audits triggered by complaint spikes, clawback rates or regulatory concerns. New resellers typically face audits within their first 6-12 months. High-volume resellers may be audited more frequently.
Failed audits can result in commission clawbacks, sales restrictions, remediation requirements or termination of your reseller agreement. The severity depends on the findings—documentation issues may require process improvements, while consent violations or mis-selling evidence can trigger immediate suspension.
Audit preparation should be ongoing, not reactive. Compliance documentation should be generated for every sale as it happens. However, if you receive audit notification, allow 2-4 weeks for document gathering, gap analysis and remediation of any issues before the review date.
A provider audit is a commercial review carried out by the network or service provider (like Virgin Media, O2 or Sky) checking a reseller's own sales practices and paperwork, while an Ofcom investigation is a regulatory action under the General Conditions, usually triggered by wider complaint patterns or a formal referral. Passing provider audits consistently reduces the chance of ever reaching Ofcom's attention in the first place.
Auditors typically review a sample of your sales rather than every single one — industry-wide call quality audits commonly sample somewhere in the low single-digit percentage of total volume. Because only a fraction of calls are checked, having consistent, complete verification records across all sales matters more than hoping the ones reviewed happen to be clean.
Yes — providers can terminate a reseller agreement after a pattern of repeated audit failures, not just after a single incident. A history of failed audits, unresolved findings or rising complaint rates is what typically escalates from a warning to suspension to termination.
No — verification records are strong evidence of consent, but auditors also review complaint handling, contract documentation, agent training and clawback history. Verification covers the consent side of the audit thoroughly; it's one major piece of a broader compliance picture, not the whole picture.
A scheduled audit is planned in advance, giving you time to prepare documentation, while a spot check or mystery shop happens without warning to see how sales actually run day to day. Because spot checks can't be prepped for in the moment, the only real defence is having verification and documentation practices consistently in place, not switched on before a known audit date.
No — a One Touch Switch review checks your switching process specifically (how gaining and losing provider handoffs are handled), while a standard provider sales audit looks more broadly at consent, contract terms and sales conduct. A reseller can be fully OTS-compliant and still fail a broader sales audit, or vice versa, since they check different things.
If an audit uncovers a problem with a specific sale — such as unclear consent or a misrepresented term — the commission already paid on that sale is typically clawed back retroactively. This is separate from routine churn-based clawbacks; it's tied directly to the audit finding a fault with how the sale was made.
You can review your own calls, but providers and regulators give self-reviewed records far less weight than independently verified ones, since the seller has an obvious interest in the outcome. Independent verification removes that conflict of interest, which is exactly what auditors are looking to confirm is in place.
Beyond the verification recording, auditors commonly ask for the signed or accepted contract, complaint logs, agent training records, and a history of clawback or cancellation rates. The verification recording proves consent at the point of sale; these other documents show the wider process around it was sound.
Timelines vary by provider, but once notified you should expect a review period of several weeks covering document submission, sample review and any follow-up queries before a final outcome is issued. This is distinct from how far ahead you should prepare — ongoing readiness matters more than the length of the audit itself once it starts.
Get compliance documentation organised and accessible. Pass audits with confidence instead of scrambling at the last minute.
Book a free 15-minute compliance audit call and we'll tell you exactly where you're exposed.
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