O2 evidence to OfCom concerning the management of Payforit in 2012

This document was presented to Ofcom in 2012 as part of a review of ‘Payforit’

The full original document containing this is here: https://www.ofcom.org.uk/__data/assets/pdf_file/0019/46513/statement.pdf

Monitoring

Monitoring is undertaken by WMC, a specialist company contracted by O2 to monitor the Payforit service. They carry out their work on a daily basis.
When a violation is identified, it is classified as a red or yellow card offence details are applied and sent to Mike Round (Head of Interactive Messaging Products) weekly.

Enforcement

On receipt of the summary from WMC, Telefonica O2 sends a yellow or red card (as appropriate) to the relevant Level 1/Level 2 provider, who is then requested to make the necessary changes, so as to be in line with Telefonica’s audit standards and the PhonepayPlus Code of Practice.
The usual Red/Yellow card standards are applied as agreed by all networks in the past (Red for more serious consumer harming behaviour; yellow for less serious violations that have to be remedied within two working days)

Resolution of customer queries and complaints

O2 Prepay or contract customer contacts the relevant care agent.
Care agent undertakes security check on Prepay confirms data for Postpay and then looks up via Your Companion (online tool) to identify the shortcode and the services using that shortcode and the Level1/Level2 contact details.
On discussion with the consumer if they wish to call the Level1/Level 2 themselves the appropriate telephone number is given as displayed on the care form so that the consumer can call direct to query the charges.
If the consumer does not wish to call separately then the care agent would complete the relevant online form on behalf of the customer which is then automatically sent to the Telefonica O2 offshore team that deals with escalations. The consumer is kept up to date via SMS messages.
If the consumer does not get any satisfaction from calling the Level1/Level2 and calls back to us to resolve the issue we would then complete the online form and the details would be sent automatically to our offshore team to deal with.
The offshore team would then contact the appropriate Level 1 provider and request the call logs to confirm what issues the consumer has raised.
The offshore team then return these findings to the relevant care agent who initially dealt with the consumer query and they then contact the consumer to confirm the findings and apply credits if appropriate.

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