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UK Regulation – the biggest change in a decade for mobile paid services?

Posted on by Andrea Putnam-Moorcroft

The UK is open for business and the time for opportunity is now

Joanna Cox of aimm on the right of the image chairs a panel of experts to discuss changes in the UK regulation and new business opportunities at the Carrier Billing & Mobile Payments Summit

Experts discuss some of the biggest shifts to hit the UK mobile paid-for content and carrier billing services market in a decade.

 

Summary of Carrier Billing & Mobile Payment Summit Panel

UK Regulation – are you ready for the  biggest change in a decade? With Ofcom taking on the regulation of the interactive media, mobile and carrier billing services from next year, are businesses ready?

“The UK is very focused on regulation because we’ve had to be, and there has been lots of change in the last 5 years but most of it for the better.” The UK has now created an environment focused on consumer trust and longevity around mobile paid-for content and carrier billing services.

 We’re coming to the end of a long regulatory  journey and this is why it is a good time to join the UK market. We’re now in a place where we have collaboratively produced a market that is healthy and sustainable.

Consumer complaints have reduced by over 90% in the last few years due to regulatory changes AND those made by industry. The focus is now analysing how customers feel about and respond to 3rd party content and continually widening and improving the offering.

Upcoming changes in Regulation

With the change in regulators from the PSA ( who have been the incumbent for decades) to Ofcom, there will be some differences, but with such a strong base the market will continue to be a healthy environment in which to do business. Ofcom taking over the regulatory space is the right direction for industry. 

Risk Management and Due Diligence is a focus for Ofcom and all those in the value chain now take on this responsibility. However there is lots of guidance available on getting this right. aimm have run several workshops over the last two years for our members, making sure there is clear understanding of the requirements.

Globally the rest of the world can learn from the UK model. The UK is often where regulatory changes happen first but that means that now we have a commercial marketplace that will welcome and nurture quality business.

This new UK regulator and regulatory model offers new opportunities that will provide a stable foundation for many years to come. With a Statutory Instrument now coming into force there is stability in the regulation ahead, as this cannot be changed. This also removes any concerns about correctly interpreting regulatory codes.

What does this mean for the UK?

 What this means is that the UK is ripe for innovation and growth. Direct Carrier Billing (DCB) has grown every year, and this new regulatory framework will make it easier to understand how to enter the UK market. 

So what should merchants do to prepare? It is for important for new entrants to understand the regulation and to collaborate with others in the value chain through Trade Associations such as aimm, who are sharing knowledge, providing opportunities for collaboration and keeping communication open. Everyone from Network Operators, Intermediaries, Merchants and Anti-Fraud Providers are at the table ready to help.

There is support across industry for new merchants.  aimm will work with newcomers to be the bridge between the regulators and industry offering. We do this through our working groups, advice, best practice guides and documentation templates.

If there are businesses wanting to consider entering the UK, take the time to look at all the information that is available and we’ll help you get an understanding of the regulatory landscape. aimm has members from across the value chain and from within and outside of the UK.

There is nothing to be scared of. 

Google Ads Guidance

Industry are working together to create clarity around the expectations around Google Ad creation such as the content and quality of the adverts and the consumer journey. 

If you are new to the market this information allows you to get a head start as aimm and MCP Insight are working with members to create a live document – a handbook and guidance, so consumers are protected and businesses can make the best returns on their investments.. 

The guide will tackle the challenges faced when creating responsive banners, such as regarding the placement of key information and how it displays. Compliance and consumer protection are key here.

aimm’s new Google Ads Working Group is another example of industry collaboration which is merchant led, allowing the opportunity to react quickly when issues are identified, and be proactive in solving them. 

We want to help the responsive ads industry to understand how to address issues by sharing information and sharing experiences to improve the environment for Industry and as such, consumers. This will avoid longer term issues or unrequired regulatory management helping businesses to thrive. 

When the value chain contributes and participates in working groups and forums in this way, it creates great balance for industry and helps make regulation user friendly and easy to implement. 

Why come to the UK?

It is now a level playing field with a stable future for mobile and carrier billing services due to this new shift in regulation.

Globally new acquisitions are being turned off due to bad practice and poor regulatory practice. There is not the same concern in the UK with a new framework in place and an environment that supports teamwork.

This means that businesses are growing in the UK. Complaints have reached an all time low, and less complaints equals more repeat business which in turn brings further growth. The opportunity for carrier billing is unrivalled.

Joanna Cox of aimm summarised by stating “The UK has long been known for being robustly regulated but with this new era of regulation AND market collaboration, the time to enter our market is now.”

 

This panel at the Carrier Billing & Mobile Payments Summit was chaired by Joanna Cox, General Manager of aimm. The panel members were: David Ashman of MCP Insight, Victoria Hull of Dynamic Mobile Billing, Peter Garside of EE and Leon Dijksman of Sam Media

 

Watch the whole panel session from The Carrier Billing and Mobile Payments Summit 

 

aimm chairs panel of experts to discuss changes in UK regulation at Carrier Billing & Mobile Payments Summit in Amsterdam. Photo shows Joanna Cox of aimm beside panel banner

For more information please contact Joanna Cox at joanna@aimm.co

 

Did you catch aimm’s Panel session today?

Posted on by Andrea Putnam-Moorcroft

 

This morning at the Carrier Billing & Mobile Payments Summit, Joanna Cox of aimm Chaired a panel to discuss: UK Regulation: Are you Ready for the Biggest Change in a Decade? We were be joined by David Ashman of MCP Insights Ltd, Victoria Hull, from Dynamic Mobile Billing, Peter Garside of EE and Léon Dijksman from Sam Media.

This session delved into the new regulatory model that is on the horizon in the UK. With Ofcom in the process of transitioning into regulatory power over the mobile and interactive media space, this will create change across the regulatory landscape for our industry.

aimm has been working hard to not only advise and guide members about this change with workshops, but regularly liaise with both the regulators about this transition. This knowledge sharing allows for the opportunity for growth in this market to continue while maximising consumer protection.

With updates from Ofcom expected in the next couple of months; aimm is gearing up for the next round of member meetings to share our knowledge and best practice, so that all our members can enter this next regulatory phase compliant.

During the Panel session the team also discussed best practice for effective Responsive Display Ad Marketing. This is a hot topic right now for many businesses, and the focus for one of our new Working Groups at aimm.

If you are not yet a member of aimm, and want to find out more about what is required to be compliant, as well as find new opportunities for growth, get in touch about membership and joining our mailing list for our updates.

Ofcom give update on the release of their consultation

Posted on by Andrea Putnam-Moorcroft

The Future of PRS Regulation, Ofcom Consultation Update

Ofcom logo

Industry had been expecting the release for the Future of PRS Regulation Ofcom Consultation, over the next few days. However, aimm has had an update from Ofcom stating that they have had to push this date back to early November, as they iron out the final details.

aimm has a series of Consultation workshops for our members in the diaries, to provide an opportunity for an exchange of views and feedback during the consultation period (which is expected to be 8 weeks).

As we look to reschedule these for the later release date there may be the opportunity for non-members to book a seat at one of our virtual online workshops, so others across industry have the chance to add their voice alongside that of the membership.

aimm will be submitting an official response to the consultation, as we do with all regulatory consultations, and the feedback we receive from across the industry value chain during these workshops helps to shape this document.

Having a seat at one of our workshops is a valuable opportunity to have your voice heard on such a pivotal regulatory milestone. If anyone is interested in finding out more about these workshops please get in contact with aimm.

 

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 speaking at MEF Connects – Digital Transformation

Posted on by Andrea Putnam-Moorcroft

Next week is MEF Connects – Digital Transformation a two day online event July 18th and 19th. As a Trade Association in the same space we are pleased to be able to support this event. We have been invited to speak on 19th July, Day 2 on Regulatory Frameworks at 12pm UK time.

“The increasing growth of mobile payments has provoked a response from regulators. The intersection of financial, telecommunication and technological regulation make this a complex and challenging question. Leaders in the field are ready to share insight and knowledge.”

As our members will know we have spent a lot of time over the last few years working with the Regulators to ensure that the regulatory space our members work in is protected, fair and encourages innovation and growth, especially with the launch of Code 15 this spring.
We will be joined by Mobile Ecosystem Forum, Three UK, MCP Insight Ltd and Empello

This event is free to attend and you can register for your ticket online. Join the event to get the latest information and news on all things, IoT, Identity and Authentication, Security, Direct Carrier Billing [DCB], OTT Sports, NFTs, Crypto and so much more.