The purpose of this paper is to share data, trends, experience and advice with the aim of reducing customer care escalations to mobile network operators and regulators in the UK.
This document is intended to work in tandem with the Ofcom Statutory Instrument “The Regulation of Premium Rate Services Order 2024. The Regulation of Premium Rate Services Order 2024
This Customer Care Guidance documentation is provided on an advisory basis and is for guidance only. aimm cannot be held responsible for ensuring that customers are treated appropriately by your organisation. It is the responsibility of each individual organisation to ensure they comply with Ofcom regulations.
In the event of a divergence between any aimm best practice documentation/templates and mobile network operator forms and requirements, the latter will trump as per the Intermediaries’ contracts with the MNOs