Working Group Information

In our effort to ensure that we address the industry issues that surround the lack of consumer understanding of micropayments services, our new working group has been formed. In parallel the group will encourage the standardisation of great working practices within the member base, to allow our external communications to focus on promoting the excellent results being achieved in an environment that protects the consumer.

The group will focus on remedying the lack of education for the public on their interactions with payment mechanics, by providing accessible information which will reduce the damage done to the industries reputation by negative or false PR. It will also look to standardise customer care processes across the membership and offer support and knowledge to all customer care operatives with templated information and industry agreed practices for provision to their customers.

TERMS OF REFERENCE: Internal Standardisation and External Education

MISSION

To assist the Board in fulfilling its ambitions in relation to the standardisation of excellent practice throughout both the member base and external businesses, producing white papers detailing agreed transparent process to facilitate growth and reduce harm.

To address a lack of consumer knowledge in the area of micropayments, educating the public with reliable, accessible information suitable for publication across a number of sources, including regulators, mobile network operators and trade association statements and news stories.

MEMBERSHIP

Open to all Silver and Gold members

SCOPE

aimm are mindful that the Payforit brand/DCB and historically PRS has been damaged by both bad practice within the industry and false PR/comms from consumers and uneducated operator customer service teams. There is a need to raise the profile of positive news stories in this area, alongside a requirement to re-educate consumers who may have inaccurate views of payment mechanics, and to arm customer care operatives within the networks with correct information for them to relay to their callers.

Initial priorities in this group are listed as being:

  • Pricing transparency – compiling best practice for flows
  • Sharing successful Customer Service practices
  • Addressing MNO and MVMO customer service education – reducing emotive language, inflammatory wording, disputing inaccuracies
  • Producing MNO and MVNO website information informing customers accurately about payment mechanics
  • Best possible outcomes for billing information
  • PayforitSucks –engage and understand/educate?
  • Good news PR and comms (ie HTTPS security audits, new uses and users of PFI)
  • False statement rebuttal –pre-agreed statements from aimm/PSA

METHOD

aimm’s working groups run as required throughout the year (group dependant) and are constituted from aimm members, guests who may add to the meeting content, external speakers and observers.

Meeting Notes
  • 2023 01 03 - 
    ISEE Presentation
    Presentation from the ISEE Working Group meeting 17th January 2023
    Author: aimm
  • 2023 01 03 - 
    ISEE Meeting Notes
    Meeting notes from the ISEE Working Group on the 17th January 2023
    Author: aimm
  • 2022 11 08 - 
    ISEE Meeting notes
    Meeting notes from ISEE Working Group 8th November 2022
    Author: aimm
  • 2022 11 08 - 
    ISEE Presentation
    Presentation from ISEE Working Group meeting 8th November 2022
    Author: aimm
  • 2022 03 07 - 
    ISEE Meeting Notes
    Meeting notes for ISEE Working Group meeting on 7th March 2022
    Author: aimm
  • 2022 03 07 - 
    ISEE Presentation
    Presentation slides from ISEE Working Group meeting 7th March 2022
    Author: aimm
  • 2021 09 13 - 
    ISEE Meeting Notes
    Working Group Meeting notes from ISEE WG on 13th September 2021
    Author: aimm
  • 2021 09 13 - 
    ISEE Presentation deck
    Presentation from ISEE Working Group meeting 13th September 21
    Author: aimm
  • 2021 06 21 - 
    ISEE meeting-notes 5501
    Working Group Meeting notes from ISEE WG on 21st June 2021
    Author: aimm
  • 2021 06 21 - 
    ISEE Presenation deck
    Presentation from ISEE Working Group meeting 21st June 2021
    Author: aimm
  • 2021 01 26 - 
    ISEE Meeting notes
    Meeting notes from ISEE WG on 26th January 2021
    Author: aimm
  • 2021 01 26 - 
    ISEE Presentation
    Presentation from ISEE Working Group meeting 26th January 2021
    Author: aimm
  • 2020 09 08 - 
    ISEE Meeting Notes
    Meeting notes from ISEE WG on 8th September 2020. Main topics - Consumer Education Website & Refund Eligibility Statement
    Author: aimm
  • 2020 09 08 - 
    ISEE Presentation
    Presentation from ISEE Working Group meeting 8th September 2020. Featuring presentation on Consumer Education Website proposal
    Author: aimm
  • 2020 06 09 - 
    ISEE Meeting Notes
    Meeting Notes from ISEE Working Group 9th June 2020
    Author: aimm
  • 2020 06 09 - 
    ISEE Presentation
    Presentation for ISEE Working Group 9th June 2020
    Author: aimm
  • 2020 01 14 - 
    Customer Service ISEE presentation
    Customer Service Review Presentation for ISEE Working Group 14th January 2020
    Author: aimm
  • 2020 01 14 - 
    ISEE Presentation
    Presentation supporting ISEE Working Group 14th January 2020
    Author: aimm
  • 2020 01 14 - 
    ISEE Meeting
    Meeting notes for ISEE working Group 14th January 2020
    Author: aimm
  • 2019 07 09 - 
    ISEE meeting notes July 2019
    Meeting notes from ISEE working group meeting 9th July 2019
    Author: aimm
  • 2019 07 09 - 
    ISEE Presentation July 2019
    Presentation from ISEE working group meeting on 9th July 2019
    Author: aimm
  • 2019 03 07 - 
    ISEE meeting-notes 070319
    Meeting notes from ISEE working group on 7th March 2019
    Author: aimm
  • 2019 03 07 - 
    ISEE Presentation
    Presentation from ISEE working group meeting on the 7th March 2019
    Author: aimm
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