Working with you to make a difference


Working with you to make a difference


Making things right

How we work with our suppliers to

encourage good working conditions

Page 3

Environment facts

How we reduced our environmental

footprint last year

Page 5

Phone recycling

Find out what happens to old

phones when they’re sent for


Page 5

The answers

What questions do we often

get asked?

Page 7

Good Call is printed on sustainably

sourced paper. Please recycle this

paper once you’re finished with it.

Life’s for Sharing


Working with you to make a difference

A second life for

your old mobile

Our top green tips


Calling Time on


Nearly a quarter of 11 to 16 year olds

have been cyberbullied on their mobile

phones or computers, say researchers

at Goldsmiths, University of London.

But T-Mobile is working with its

customers, charities, internet service

providers and others to put a stop to this

21st Century curse.

Cyberbullying is where victims are got at through their

mobile phones or computers by people posting and sending

nasty texts, pictures, videos, emails or messages. And the

problem is getting worse – the Anti-Bullying Alliance found

that out of 11,000 pupils, those who had received a mean or

threatening text message or email rose from 5.8% in 2002

to 7% in 2005. Behind the statistics are human tragedies,

of children and young people left isolated, frightened and

sometimes even suicidal.

New ways to attack

“We’re determined to do everything we can to put a stop

to this,” says T-Mobile’s boss Jim Hyde. “Our new services

like Mobile Broadband give us all the chance to share our

lives with friends and family through social networking sites

like MySpace and Bebo. But the flipside is that they also give

bullies new ways to attack their victims.”

These new methods can be even more frightening than

‘traditional’ face-to-face bullying, because they can happen

anywhere at any time, invading personal space and leaving

youngsters feeling that there’s no place to hide. And whereas

in the past bullying might involve only a small group, it can

now be carried out by hundreds or even thousands of people

forwarding messages. In the worst cases, video clips have

even been uploaded onto video-sharing sites, available to

anyone with an internet connection.


ISSUE 1 2008

WIN! a solar powered

Bluetooth ® headset


Is cyberbullying worse than

traditional classroom bullying

and what is being done about it?



A note

from Jim

There’s been a massive growth in the

development of innovative mobile phone

technology. Who would have believed you could

access the internet on top of a mountain or watch

TV on your mobile phone. These advances offer

us all the ability to share experiences with each

other, and by providing our customers with these

services we also take on a number of important

responsibilities, many of which are in this first

edition of Good Call.

Among others, we take the issues of child safety,

combating climate change, your health and the rise

in cyberbullying very seriously. We are committed

to tackling these issues head on. So far we’ve

introduced an industry leading child safety filter

called Content Lock as standard on all our mobile

phones. We’ve also reduced our carbon footprint

by 17% since last year, and we are working hard

on tackling cyberbullying with government and

others in our industry. We’ll continue to work hard

on these issues and we’re also busy with a range

of new projects that will be highlighted in our next

edition of Good Call.

These are the things that you’ve told us are

important to you, and they’re important to us

too. As a truly customer focused company, we’re

committed to always improving our performance

whilst providing you with the very best mobile

services available.

Best wishes

Jim Hyde


T-Mobile UK

Calling time on


(continued from front page)

Taking Action

T-Mobile is playing a leading role in the government’s

anti-cyberbullying team. “We’re working together to

find creative ways to stop cyberbullying,” explains

Jim. “A big part of this is helping parents and carers

become more aware of how mobiles can be used by

bullies. So we’re giving them tips to share with their

children, and letting them know where to get help

when things go wrong.”

T-Mobile has helped the government put together

online guides for teachers on how to prevent and deal

with cyberbullying. We’ve also worked with others in

the mobile, internet and communications industries to

‘teach the teachers’ about the benefits and risks of the

latest technologies.

But when things do go wrong and a young person

finds themself a victim of cyberbullying, they should be

encouraged to report it to someone they trust. Network

service providers like T-Mobile have procedures in

place to deal with these cases, such as changing the

number of the person being bullied. Depending on

what phone the victim has, T-Mobile might be able to

help them bar particular numbers from calling. And

in extreme cases, involving the police, bullies can find

their accounts and phones being blocked.

No place for

bullies to hide

No matter how careful a bully is to cover their

tracks, there is no hiding place in cyberspace.

Whether a bully is using a mobile phone or a

computer, they leave ‘digital fingerprints’ that the

police can track down. And although cyberbullying

is not a criminal offence in the UK, police are able to

prosecute using other laws for threatening behaviour

and harassment. They are also able to work with

network service providers like T-Mobile to block

bullies’ mobile accounts.

T-Mobile’s message to cyberbullies is clear – stop

now or you will be caught!

Our memberships and associations:

Top ten tips

What can young people do to stay safe? Here

are some tips to share with your children, or with

friends, brothers or sisters who might be at risk:

1. Only give your number to family and

friends that you know well and can trust

2. Never leave your name on your

voicemail message

3. Turn your Bluetooth ® off when you’re

not using it

4. Don’t use your own name for your

Bluetooth ® or other phone settings

5. Keep your phone safe and never leave

it lying around

6. Think carefully before you send

pictures and video clips of yourself

7. Don’t share personal information

by text or send pictures or videos of

yourself that might embarrass you later

8. Never reply to text or picture messages

that you don’t want to receive

9. Tell someone you trust if anyone uses

a camera phone in a way that makes

you feel uncomfortable

10. If you’re worried, talk to someone in

confidence online at www.there4me.

com or call Childline on 0800 1111

T-Mobile has worked with the NSPCC to put

together more information on bullying and mobile

safety in general – visit

adviceforparents, or ask in-store for our Advice for

Parents brochure.

Want to know more?

Anti-Bullying Alliance

Teach Today



Who made

my mobile?

Ever wondered who made your mobile phone, or

what the conditions are like where they work? Us

too! And that’s why we spend loads of time, effort

and money to check that the stuff we buy – and the

stuff we’d like you to enjoy – is made by well-caredfor

employees in decent workplaces and comes

from all-round ethical supply chains.

But keeping a lookout for the conditions in all the

factories can be very difficult, especially when you

consider how many products are made and the fact

that one item can have loads of bits made on different

continents. Lots of the things we all use everyday come

from China, for example, and in that massive country

about 7.7 million people work in factories making

goods for export worth over £116 billion every year.

So how do we keep track? Well, it’s such a big job

that we’ve got together with everyone concerned to

make sure that we combine our efforts to get it right.

For example, several mobile phone manufacturers

have teamed up with the rest of the IT industry via the

the Global eSustainability Initiative (GeSI) with support

from the United Nations Environment Programme.

They started by putting together standards

that mobile phone manufacturers now ask factory

owners to follow. These cover things like: never

employing children; giving workers regular breaks,

reasonable wages and good conditions; plus loads

of environmental issues, like not releasing toxic

chemicals into the environment.

For T-Mobile, these same standards are required

from all the companies that we buy products and

services from – everything from paper and pens to

desks and chairs.

But of course it’s easy to get people to say they’ll

abide by the rules, so we make sure they really do

by making spot-checks on factories around the

world. For example, mobile phone makers now make

regular visits to factories in China, checking the age of

workers, their standard of living, their conditions, and

whether they’re being fairly paid and treated. Where

the same factories are used by a few different mobile

manufacturers, it’s common for the results of these

audits to be shared.

Factory owners also have to complete regular

detailed surveys that help us understand the nittygritty

of how each factory operates, giving us advance

warning of any possible problems. When we’re

worried, actions range from highlighting issues to the

owner, making sure we do more spot-checks, and even

withdrawing all work from the factory and reporting

concerns to the local authorities.

But in reality, does this have any effect on the way

we buy stuff? Or do we just go for the cheapest deal

we can find. “Absolutely not!” says T-Mobile’s David

Braid. “How factories treat their staff, whether they

cause pollution and whether their own supply chain is

ethical are all major considerations when we choose a

new supplier. And if they don’t meet our standards, we

won’t buy anything from them.”

Making things right

All our suppliers sign up to Deutsche

Telekom Group minimum standards

on working conditions, living

conditions and environmental

protection which is part of their


All our suppliers complete an in-depth

questionnaire on the way they run

their business and factories.

Where appropriate our parent

company, on behalf of T-Mobile,

carries out extensive audits of

suppliers’ factories across the world.

All T-Mobile’s procurement staff

will complete mandatory training

on ethical procurement standards

during 2008.

Learn more about the GeSI mission and vision, the GeSI relationship to

the United Nations Environment Program (UNEP), current members and

activities at

David is also keen to point out that T-Mobile

doesn’t just leave everything to our suppliers. “To

make sure our suppliers are keeping up standards

and constantly improving them too, we conduct

checks, where appropriate, of their factories to verify

standards on human rights, working conditions and

environmental controls. And we don’t just roll up and

take a quick look round; we have specialists who

conduct really in-depth audits that can take up to

three months to complete.”

David says T-Mobile’s aim is to work in partnership

with all suppliers, as this is the best way to improve

conditions for workers and the environment. “We

regularly exchange ideas with suppliers and work

with them to understand some of the reasons why

poor conditions exist. By working together we

can often find simple solutions to help suppliers

improve conditions. At the end of the day, we want

our customers to know that we’re doing our best to

supply them with products and services that come

from an approved, ‘clean’ and ethical supply chain.”

For more information

you can visit



ENVIRONMENT Community Investment


of our employees

signed up to be a

volunteer in 2007

Investment in community

projects in 2007


Total T-Mobile

cash contribution


Amount of T-Mobile’s

contribution matched

by volunteering charity v


Our employees raised

an additional


in 2007 for UK charities

of their choice

Go to

for more information and data

Volunteering time


Management costs



cash contribution



good for you!

Every year T-Mobile’s customers give millions

of hours of their time to good causes, making a

massive contribution to society. And T-Mobile’s

managers and employees love to get involved too,

which is why we’ve made it really easy for them.

Everyone at T-Mobile gets two days of paid leave

each year to volunteer, if they’d like to. We’ve teamed

up with volunteering charity TimeBank, so that all

staff can easily enjoy the benefits of volunteering –

helping out, developing new skills, keeping fit, making

friends and generally having a good time while doing

something worthwhile.

“Volunteering can help you achieve many personal

goals – from improving your CV to meeting people or

just feeling good about yourself,” says TimeBank’s

Elaine Barnbrook. “It can be the perfect way to gain

confidence or new skills and can also help with

your career.” In fact, a Reed Executive survey found

that nearly three-quarters of bosses would employ

a candidate with volunteering experience over one

without. And nearly half of all employers say that staff

who do voluntary work have a better chance of a pay

rise, because of the new skills they learn.

About 900 T-Mobile staff have registered their

interest in volunteering, and last year 486 of them

volunteered a total of 2,798 hours working with

local community organisations. The funds T-Mobile

provides to support volunteering are matched by v, the

youth volunteering charity that aims to inspire a new

generation of young volunteers.

Fancy having a go?

Trust Irene

Irene Goldie, who helps look after T-Mobile’s

business customers, has found volunteering a

life-changing experience: “I’m a conservation

volunteer for the National Trust in Scotland, so

you’ll often find me releasing my stress whilst

‘bracken bashing’ down at Rockcliffe on the

Solway Firth or repairing a dry stone wall in

Glencoe. Although it’s hard work, it’s really

satisfying and, to top it all, I’m volunteering in

some of the most beautiful places on earth.”

Irene says this type of volunteering is the perfect

fitness routine, provides her with a connection

to the environment and has introduced her to

some fantastic new friends. “There’s nothing

better than looking at the work we’ve done

when we’re about to leave and thinking: ‘We

did that!’”

Meet Met Dave

Dave Preston says he’s really proud to have

been a Metropolitan Police Special Sergeant

for the past 12 years: “It’s meant that I can

give something back to the local community

I grew up in. And the added benefit is that

it has improved my career prospects too.”

Dave, who also loves his day job as a T-Mobile

engineer, continues: “Two years ago I joined a

team focusing on road safety and community

problems, where the work we do has a

really positive benefit on people’s lives and

neighbourhoods. My confidence has grown

and my ability to mediate in any situation has

improved. T-Mobile has been very supportive,

and following the 2005 London bombings

even released me from work to help with the





We reduced our carbon

footprint in 2007 by


Carbon Footprint (tonnes)

90,940 75,303

2006 2007


of our electricity in 2007

was from renewable

sources, the rest was from

low carbon combined heat

and power (CHP)

Waste recycled

12% 18%


Go to

for more information and data


T-Mobile is working with the Carbon Trust’s Carbon

Management programme, which provides commercially

viable solutions to help UK businesses and the public

sector cut carbon, energy and costs.

Give your mobile

a second life!

There’s a quick and easy way to give your old mobile

a worthwhile second life, make a big difference to

people in need, and earn a few quid for yourself too.

And all you have to do is pop it in an envelope!

Mobile phones are made to have a life of up to seven

years, but most of us replace them about every 18

months and then tuck the old one away in a drawer

and forget about it. Each year in the UK a massive

18 million mobiles are replaced – that’s 2,054 every

minute! If they’re thrown away without being recycled

they make about 1,500 tonnes of potentially harmful

landfill; and if they’re left unused it’s simply a waste,

especially as each phone could have another life and

bring real benefits to someone who can’t afford the

cost of a new phone.

So in 2002 T-Mobile got together with the rest of the

mobile phone industry to find a solution that worked

to everyone’s benefit and was less harmful to the

environment. The answer was to work with a company

called Regenersis to create a free and easy way for us

all to return our unwanted phones for reuse or safe

recycling. Over 3 million handsets were returned to

Regenersis in 2007 alone. About 20% of returned

mobiles are not suitable for reuse and are sent for

recycling, the rest are refurbished and resold, providing

affordable access to communications technologies.


it easier than ever to recycle your old mobile. When

you buy a new phone with T-Mobile you now receive

a recycling bag with your new mobile phone; it’s in the

box. Just erase any personal information, remove the

SIM card, pop your old mobile into the envelope, and

depending on the make, model and condition, you’ll

receive up to £80 for each phone, which you can spend

on yourself or donate to a charity of your choice. And

don’t worry if your old handset is from another network,

we can recycle any phone from any company.

How have we done so far? With your help we’ve

tripled the number of mobiles being recycled each

month, with a total of 19,923 recycled in 2007. Not

only that, but our customers also received a total of

£101,658, and £8,524 was donated to charities across

the UK. Thank you!

We’re looking at ways to make things even easier for

you and increase the number of phones we recycle,

such as take-back schemes in our stores. We’ll keep

you informed as soon as we have some news.

To find the current value of your old handset, go to or send a text to 3055

with the handset make and model.

Is your old mobile

saving lives in


In Romania, where midwives and nurses

visit remote villages to check on patients,

previously they would need to write down all

the symptoms, travel back to the town where

the doctor was and receive a long-distance


This could delay much-needed treatment and

also prevent the nurse from spending more

time with patients. But by providing these

nurses with your old mobile phones, they can

now phone the doctor with the symptoms and

get an immediate, on-the-spot diagnosis.

What happens to

dead mobiles?

Even if your old mobile is beyond repair, please

do use the envelope in your new phone’s box to

send the old one to be recycled. This will avoid

it going to landfill.

Each phone contains approximately 16%

precious metals like platinum, gold, and silver.

If the phone is recycled, these metals are sent

to a specialist in Sweden who uses waste-toenergy

incineration to extract them. The heat

created during the process is used to power

the local village and so generates almost zero

carbon emissions. The metal is extracted from

the chargers for re-use, and the left-over plastic

is used to make things like traffic cones and

buckets. The batteries are sent to a specialist in

France, who extracts the constituent materials

for use in new batteries and for pharmaceutical

applications. Little is wasted and no harmful

materials find their way into landfill, so please

keep sending in your old mobile phones, no

matter what condition they’re in!

Did you know...

... that 80% of the African sub-continent has

access to a mobile phone signal, yet less than

5% of the population have access to a mobile


Your old handset could help improve the

situation, by giving a person, village or

community vital access to life-saving and

prosperity building communications.


Base Stations:

Health Update

Radio waves are the basis of how mobile networks

work. But some people worry that they might not be

good for us. What’s the reality?

T-Mobile and the rest of the mobile industry have

kept up with the UK public’s demand for mobile

communications. Nearly 9 out of 10 UK adults now

regularly use a mobile phone, with nearly 70 million

mobile phones in use in the UK. And that’s why there

are some 50,000 mobile phone masts around the

country, making sure we can all keep in touch wherever

we are and whenever we want to.

Mobile phones work using a network of mobile

phone masts, or base stations, that use radio

waves – also known as radio frequency (RF)

electromagnetic signals or electromagnetic fields

(EMF) – to carry information. These radio waves are

also emitted by other things we use every day, such as

cordless telephones, radios, televisions, and radio

controlled toys.

Over the seventy years in which radio waves have

been used commercially, there has been loads of

scientific research into their effects on human health.

And all this research has resulted in the current

international guidelines on the use of radio waves,

which were recommended by the World Health

Organisation (WHO) and drawn up to protect us all.


guidelines and other standards set by the UK’s Health

Protection Agency and the International Commission

on Non-Ionising Radiation Protection. And, as you’ll

see from the panel to the right, the research so far has

found no conclusive evidence of adverse health effects

from networks operating within these limits.

But T-Mobile and the mobile phone industry

recognise that some people do still worry about the

potential health risks of mobile phones and masts.

Together with the rest of the mobile industry and the UK

government, we’re continuing to fund independentlyconducted

research into the potential long-term impact

of mobile phones and base stations on public health.

Details of the independent research being carried

out can be found at In addition,

the Department of Health has published a series of

leaflets, which can be found at

For more information

and advice visit

The science

Research into radio waves and their effects

is ongoing and increasingly comprehensive

in its conclusions. The most authoritative

piece of UK research is the Independent

Expert Group on Mobile Phones (IEGMP)

report, commonly known as the Stewart

Report, conducted on behalf of the British

Government. Published in May 2000, the

Stewart Report says:

The balance of evidence to date

suggests that exposures to radio

frequency radiation below

National Radiological Protection

Board (NRPB) and ICNIRP

guidelines do not cause adverse

health effects to the general


The balance of evidence indicates

that there is no general risk to

the health of people living near

to base stations, where the

exposures are only small

fractions of guidelines.

The Mobile Telecommunications and

Health Research Programme (MTHR),

was established in the UK to fill gaps in

scientific knowledge identified by the

Stewart Report. The findings, published in

September last year, concluded: “None of

the research supported by the programme

and published so far demonstrates that

adverse health effects are produced by

radio frequency exposure from mobile

phones.” The report also noted that

measurements of radio signals from base

stations showed that exposures were well

below international guidelines

In addition, the World Health

Organisation’s Fact Sheet No 304

on Electromagnetic Fields and Public

Health, concludes, “Considering the very

low exposure levels and research results

to date, there is no scientific evidence

that the weak RF signals from base

stations and wireless networks cause

adverse health effects.”


Ask Allison

Allison Murray, who manages T-Mobile’s corporate responsibility programme,

answers some questions we’re typically asked.

Dear Allison,

Why are you still using so many

paper leaflets and brochures?

You’re right! Unfortunately we still do need to use a lot of paper to let our customers know about our new

products and services. Wherever possible, we try to get this information over electronically, through the

web, text messaging and emails. For example, if you go to you’ll find a

nifty version of this newspaper. Unfortunately though, our website and emails don’t get to everyone who

might be interested, so we find ourselves using more paper than we would ideally like to. But take a look

at the story on the right, to read about our latest improvements.

We introduced a new recycling system in our offices last year, by removing bins under our desks and

setting up central recycling and waste centres on every floor. As a result, we reduced the amount of waste

we’re sending to landfill by 25% in 2007 – and we expect this to drop even further in 2008.

Dear Allison,

What are you doing to help your

disabled customers?

We’ve developed extra services for our customers to ensure they can enjoy easy access to all our products

and services.

We have a dedicated customers services team of trained specialists who can help disabled customers

select a mobile phone that best suits their needs. They can be contacted using a free textphone number,

08081 219 783. We also have a range of phones and accessories with useful features, such as induction

loops for customers with hearing difficulties. Bills and literature can be made available in braille, in large

print, on audio tape and in electronic text formats – whatever works best for the customer.

If you’d like to know more, visit or call free on 08081 211 122.

Dear Allison,

What should I do if my

phone gets stolen?

Having your phone stolen is really traumatic. Our customer services team will do what they can to minimise

the stress, so if you still have access to a T-Mobile phone, call them on 150. Chances are you’ll have to use

a landline, so give them a call on 0845 412 5000, or +44 79539 66150 if you’re abroad.

So, what can you expect once you get through? Well, our customer services team can:

Call you back if you’re calling from a pay phone Call a partner/parent on your behalf to explain

the situation Blacklist your phone so it will be unusable Send you a replacement SIM card (a

£10 administration charge applies) Give you your phone’s identification number (IMEI) to pass on

to the police Check your eligibility for a phone replacement service, and sort out a replacement

as quickly as possible Help you reconstruct your phone book, if you have signed up to T-Mobile


This is one of our services that we hope you never have to use! The best thing to do is keep your mobile

as safe as possible.

First in store

T-Mobile is leading the way for UK retailers,

with groundbreaking moves that will see

us reduce the environmental impact of the

posters you see in our stores.

By changing the way we display posters,

we’ll be: reducing the number of van

journeys around the UK by over 3,000

per year; cutting packaging used for our

display materials by almost half (48%);

and only using a poster material that is

100% recyclable.

Up until now we’ve been using rigid foam

boards that couldn’t easily be recycled;

but no more! Launching in September

2008, the new poster materials made from

polypropylene will stick to our wall displays,

and we can keep sticking new ones on top

of them when we update the information

you need to know. Then, every three

months, we’ll remove all the polypropylene

sheets and send them for recycling.

Other environmental benefits mean we

can reduce the emissions from the printing

process by 30%.

This is all part of our aim to recycle and

re-use 100% of all the point-of-sale material

in our stores, so that eventually absolutely

none of it will end up in landfill. But this is

only the start: by the middle of 2009 we’re

planning to be reusing all of our old pointof-sale

material, either as new displays in

store, or by recycling it into stationery and

even clothing. We’ll keep you updated in

future issues of Good Call.

Have you got a question

for Allison?

Contact her direct at goodcall@t-mobile. and we’ll include as many of your

questions as we can in the next issue of

Good Call.



Do the green thing

We can all do a few small

things with our phones and

mobile services that can

make a very big difference

to the environment:


Phone chargers still use electricity when they’re

plugged in and you’ve removed your phone.

So just switch off at the socket or remove the

charger from the wall – you’ll save cash and

reduce your energy consumption.


Happy with your phone? Then why not hang on

to your mobile when your contract is up for

renewal, saving all the raw materials needed

for a brand new phone?

Our Customer Services team will be happy to

offer you a great deal on a SIM only contract to

make up for it. Give them a call on 150 or visit


If it’s irreparably broken, be careful how you

get rid of your mobile, as it will contain

materials that could be harmful to the

environment and others that can be recycled.

So don’t put it in your general household

rubbish; use the T-Mobile phone recyling

envelope you get in the box with your new mobile

or visit

Take a look at “What happens to dead mobiles?”

on page 5 to find out what happens next!


Why not consider getting a solar charger?

It’s great for days out and holidays, and will

help reduce the need to charge your phone

using electricity.

Sudoku and

Prize Draw





9 1 4

6 1



6 5 8






9 1




6 4

The solution to this can be viewed at

Win 1 of 10

Iqua Sun solar powered

Bluetooth ® headsets

and help cut your energy use.

To enter,

just send

a text with


the word

and your name

TO 48012

Not a T-Mobile customer? To enter send an email with ‘solar’

as the subject to and include your full

name in the email. Enter by 1 December 2008. Winners will be

contacted within 48 hours on the mobile number or email address

they entered with. One entry per person and you have to be 16+.

10 winners selected at random. No cash alternative and only one

prize per person. See for full details.

Promoter: T-Mobile (UK) Ltd, Hatfield Business Park, Hertfordshire,

AL10 9BW

We now offer the Iqua Sun solar powered headset for sale in our

accessories range. Visit: to find

out more.