PSA

Ofcom Consultation October release date

Posted on by Andrea Putnam-Moorcroft

Ofcom logo

Ofcom have provided an update about the release of their pending consultation to industry.

It had been expected at the start of September, but they have now confirmed that they are working to publish their document in early to middle of October. The consultation period is expected to be 8 weeks long. There is however, the potential that this may get pushed back due to the Parliamentary Recess taking place during this time.

This consultation represents the biggest regulatory change in 10 years, and industry are looking to this document to see what the regulatory landscape will look like going forwards, though Ofcom have confirmed they hope to keep as much of Code 15 as possible.

aimm’s Code 15 training is available for companies who wish to ensure that their business and staff are compliant under this Code. This comprehensive training provides a look at the key elements of Code 15 and the Standards a Provider is required to operate under. If this is something you would like to learn more about and how this could benefit your business get your copy of the information pack above.

aimm are running a series of Workshops through November to allow members to provide feedback and thoughts that will contribute to aimm’s consultation response.

We will continue to keep industry updated on this and the timelines for this release. If you wish to receive occasional industry and regulatory updates for your business please use our contact form to request to join our mailing list.

Learn more about the transition of the PSA into Ofcom and the Ofcom Consultation

Improving Customer Care for the Interactive Media Industry

Posted on by Andrea Putnam-Moorcroft

aimm has always championed best practice across the industry, and ensuring that customer care is the focus to help improve consumers’ experience of interactive services has been at the top of the agenda. 

Our extensive and comprehensive Customer Care Best Practice Guide was created to reduce customer escalations to mobile network operators and regulators in the UK. This is intended to work in tandem with the Phone-paid Services Authority’s (PSA) own general guidance on complaint handling. 

The Mobile Ecosystem Forum (MEF) is now compiling a similar guide and will be using key elements from our best practice to ensure there is continuity surrounding customer care for the interactive media and micropayments industries. 

Joanna Cox, General Manager of aimm said “The purpose of aimm is to create an environment of consumer confidence and trust within which our members’ commerce can flourish, inside a framework of a strong members’ code of ethics.  aimm has several working groups that bring together the entire interactive media value chain, with a view to making that happen. Our Internal Standards and External Education Working Group is proud to share its Customer Care Guide with our friends at MEF. Sharing best practice in this way can only help Industry self regulate and raise standards, which in turn will benefit the consumer and build trust in phone paid services.”

Ross Flynn from MEF commented “In this succinct White paper, aimm lays down the current obfuscations that lay between the buyer and the relevant merchant and how, through collaboration, each individual player in the Direct Carrier Billing ecosystem can come together to improve the consumer experience through improved clarity and customer support.”

Our Customer Care Best Practice Guide has been well received across our membership value chain, and we are pleased to be able to now share this more widely across industry.

If you are interested in getting your own copy of our best practice guide please contact aimm.

aimm response to PSA announcement (future of phone-paid services)

Posted on by Andrea Putnam-Moorcroft

While we are surprised by this announcement, (regulatory responsibility will transfer from the PSA to Ofcom in late 2023) coming less than a month after the launch of a new Code of Practice, we do understand the reasons that have been put forward for the absorption of the PSA into Ofcom.

Huge progress has been made through collaboration across Industry and ongoing communication with the PSA – in particular the ability to liaise with the regulator on highly technical matters – and we look forward to continuing this relationship with Ofcom.

As the transition develops, we will continue to work with our members to ensure that they are consulted and able to input into the regulatory changes at every stage. In building a new relationship with Ofcom, we are keen that we can help refine further a regulatory landscape that is proportionate and allows for innovation and opportunity in our changing market.

For full details regarding the announcement by the PSA on their merger with Ofcom please see their press release.

The future of phone-paid services

Posted on by Andrea Putnam-Moorcroft

 

The Phone-paid Services Authority, the organisation which regulates premium rate services, and Ofcom have announced today that regulatory responsibility will transfer to Ofcom in late 2023, subject to further DCMS approval. From that point, the PSA would cease to operate as an independent body.

This proposed transfer of regulatory responsibilities has been approved by the Ofcom board.

For full details of the story please visit the PSA website: The Future of Phonepaid services

aimm launches new consumer information site PhoneCharges.org

Posted on by Andrea Putnam-Moorcroft

Today is a really great day, as we launch our brand new consumer-facing website PhoneCharges.org.

Consumers needed a better way to investigate unknown charges on their phone bill, identify who charged them, and resolve their query as quickly as possible, and this is why PhoneCharges.org was born. In its simplest form, the site will signpost consumers to their own network’s number checker or to the PSA’s service checker to quickly identify who has charged them and obtain their contact details. It also contains basic information around what phone-paid services are, why consumers may have been charged, when refunds may be due etc.

PhoneCharges.org will provide users with links to the relevant pages of their mobile networks’ website or to the Phone-paid Services Authority Number Checker so that they can find out quickly where any charges have come from. Additionally, it will provide easy-to-understand information about how phone-paid services work, why users may have charges on their bill and when a refund may be due. It will also provide topical news stories from within the industry which will help consumers understand the types of services that use charge-to-mobile billing.

The website is funded by aimm and its membership, but has been built free of charge by The Cute Group who have a wealth of experience in handling customer queries in this area.

Andrew Fisher, CEO of The Cute Group said ““When aimm approached The Cute Group with a concept to help consumers navigate the maze that is the phone-billed services industry, we knew immediately it had our name on it. As a leading UK player supporting digital services for brands, publishers and content owners, Cute has rich experience understanding the kinds of queries, frustrations and confusion consumers face – and how to resolve them helpfully, and with as little fuss as possible.  We are excited to partner with aimm to bring PhoneCharges.org to life, building the site itself and contributing our experience to support the project as a whole.”

Joanna Cox, General Manager of aimm said “More often than not, queries about phone-paid services are due to a lack of post-purchase information and consumers end up complaining to the regulator who are unable to resolve specific cases. PhoneCharges.org is there to help consumers get the information they need and solve their queries as quickly as possible.”

We hope this site can help consumers better resolve any issues they have, increase their confidence in phone-paid services and, ultimately, create the conditions for growth in our industry.