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orange issue new standards for cashback deals
I am an Orange dealer, and we have just had these new minimum standards issued for cashback deals. These are National and cover every retailer who sells orange contract phones. Orange are on a major clampdown at the moment and looking to get rid of dealers. So make sure your supplier is meeting these standards. These are effective immediatley:
inform
bulletin
Minimum business standards for cashback
Are you imposing unreasonable restrictions on your cashback deals?
We have had a large number of complaints from customers in relation to cashback deals offered
by our channel partners. In many cases, customers believe that they will receive a cash or other
benefit but subsequently discover that they are subject to unduly restrictive conditions.
Minimum business standards
We require you to comply with the minimum business standards set out below. We will monitor
your compliance with these requirements and consider any breach to be a material breach of our
agreement with you as well as a breach of your statutory obligations:
• All terms must be clearly communicated to the customer and unambiguous
• Terms must not be such that a reasonable person could not comply with them
• Terms must not be unduly restrictive
• The customer must be informed that the cashback offer is made by you NOT by Orange.
• You must provide details of a customer care number or email address by which customers can contact you with any queries or problems
• You must provide Orange with telephone and email contact details for us to refer on any customer problems we may receive
• You must not unreasonably delay the processing of cashback claims – we consider any delay beyond 5 working days to be unreasonable
Orange considers the following terms to be unduly restrictive:
• A requirement that the customer must submit his or her original statements – copies of statements should be acceptable proof
• Any charge for processing a cashback claim
• A requirement that cashback claims are submitted within an unreasonably short period –
we consider anything less than 60 days to be unreasonable.
If you have any queries regarding any of the information please get in touch with your relevant Orange contact.
11/12/2006.
inform
bulletin
Minimum business standards for cashback
Are you imposing unreasonable restrictions on your cashback deals?
We have had a large number of complaints from customers in relation to cashback deals offered
by our channel partners. In many cases, customers believe that they will receive a cash or other
benefit but subsequently discover that they are subject to unduly restrictive conditions.
Minimum business standards
We require you to comply with the minimum business standards set out below. We will monitor
your compliance with these requirements and consider any breach to be a material breach of our
agreement with you as well as a breach of your statutory obligations:
• All terms must be clearly communicated to the customer and unambiguous
• Terms must not be such that a reasonable person could not comply with them
• Terms must not be unduly restrictive
• The customer must be informed that the cashback offer is made by you NOT by Orange.
• You must provide details of a customer care number or email address by which customers can contact you with any queries or problems
• You must provide Orange with telephone and email contact details for us to refer on any customer problems we may receive
• You must not unreasonably delay the processing of cashback claims – we consider any delay beyond 5 working days to be unreasonable
Orange considers the following terms to be unduly restrictive:
• A requirement that the customer must submit his or her original statements – copies of statements should be acceptable proof
• Any charge for processing a cashback claim
• A requirement that cashback claims are submitted within an unreasonably short period –
we consider anything less than 60 days to be unreasonable.
If you have any queries regarding any of the information please get in touch with your relevant Orange contact.
11/12/2006.
0
Comments
-
That is interesting, as lot of cash back deals require you to submit within a month, but orange clearly state less than 60 days being unreasonable.0
-
I am very pleased to read these 2 points! Will make claims a lot easier.blueroo wrote:Orange considers the following terms to be unduly restrictive:
• A requirement that the customer must submit his or her original statements – copies of statements should be acceptable proof
• A requirement that cashback claims are submitted within an unreasonably short period –
we consider anything less than 60 days to be unreasonable.
Does "effective immediately" mean including deals already taken or just the deals taken out from now on?0 -
Thanks for this.
However, I cannot really see Orange wasting their time and money in sorting out errant dealers. In my opinion the reason why they have issued these guidelines are precisely because they want to be making money instead of listening to customers complaints about rip-off dealers.0 -
Alltheloginsaretakenappar wrote:I am very pleased to read these 2 points! Will make claims a lot easier.
Does "effective immediately" mean including deals already taken or just the deals taken out from now on?
As far as i'm aware, this applies for all deals past and present.
DazedByTheLight
"Thanks for this.
However, I cannot really see Orange wasting their time and money in sorting out errant dealers. In my opinion the reason why they have issued these guidelines are precisely because they want to be making money instead of listening to customers complaints about rip-off dealers."
And as regards orange not wanting to chase up erant dealers, the reason this has been issued is so they can clamp down on the dealers who impose "unreasonable" conditions. They are pushing the "quality not quantity" issue to all of their dealers direct and indirect at the moment. Many are losing their rights to sell orange contracts.0 -
3 issued a similar statemnt a couple of months ago, but only mobile rainbow seems to have changed their t and c's, and now I cant see anything from 3 regarding this issue, have they changed their minds :S
These are good steps, they just need to be followed through....0 -
good point shareef... unfortunately Mobile Rainbow's new T&Cs (beginning 01 Dec) have reneged on these changes, and things seem to be back to before 3's implementation of its new policies on cashback.0
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