Ofcom have implemented yet more legislation; End-of-Contract Notifications and Best Tariff Information to give the end user more transparency and fairness when buying their communications and this time they mean business. Ofcom have indicated they intend to carry out ‘randomised control trials’ if customer research suggests that providers are not compliant.
The Ofcom legislation states that all broadband, mobile, home phone and pay TV companies must notify both their residential and business customers when their minimum contract is coming to an end and on a regular basis after that. As well as informing customers of their general end of contract information including notice period, providers must also notify residential customers about the best tariffs available to them when their contract runs out.
Michelle Turner (pictured), Aurora’s Head of Service Relationship Management advises “Resellers will need a capable and robust billing system, such as Affinity Billing Enterprise to ensure they can manage their customer contract end dates in one central place.
Aurora customers are in a good position already as Affinity Billing Enterprise has a range of modules that allow resellers to proactively manage their customers’ contracts and implement the processes which Ofcom are keen to see established.
Our Affinity Billing Enterprise modules include Contract Management and Customer Communications Manager and together with Affinity’s Billing Enterprise View Management, they all give the reseller the ability to quickly implement an ‘end of contract and best tariff’ business process and effectively manage their customer contracts.
Functionality such as customising data, displaying chronological start and end dates and contacting customers via SMS, email and print are all available within our suite of modules.”
Michelle continues “At Aurora, we regularly attend a range of industry forums and events to ensure we understand how all legislation will affect our customer base and we develop key modules to help them overcome these challenges.”
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