Consumer Journey Working Group

The consumer journey working group was founded to examine and resolve the issues experienced by consumers when they see a charge to their mobile or domestic phone bill from a third party and wish to understand and / or discuss this charge with the company that charged them.

The group first met in 2015 where it examined issues such as call handling by MNOs, referral to the regulator PSA. PSA’s own call handling and busting myths that dominate internet forums.

This topic is relevant to all aimm supported  members, and is top of  the agenda to ensure that post sale consumer journey is professional and efficient.