value chain

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.