Voluntary code for mobile networks

Old_Gold

I haven't seen this discussed anywhere but on reading the Metro today they are reporting that the mobile networks have signed up to a voluntary code to stamp out bad cashback practices. This is I belive because of the number of complaints to Ofcom and Trading standards.
However I cannot see this working unless they take on responsibility for their approved agents and honour the cashbacks if the approved agent fails to themselves. I look forward to seeing how this will work in practice. Will we still see companies such as mobile rainbow and e2save offering their deals tomorrow because if they are it shows that this code of practice means nothing.
Anyone else know anything about this.

kltpzyxm

Old_Gold wrote: »

I haven't seen this discussed anywhere but on reading the Metro today they are reporting that the mobile networks have signed up to a voluntary code to stamp out bad cashback practices. This is I belive because of the number of complaints to Ofcom and Trading standards.
However I cannot see this working unless they take on responsibility for their approved agents and honour the cashbacks if the approved agent fails to themselves. I look forward to seeing how this will work in practice. Will we still see companies such as mobile rainbow and e2save offering their deals tomorrow because if they are it shows that this code of practice means nothing.
Anyone else know anything about this.

I'm sure that coolnewmobile, phoneboxdirect and themobileoutlet will be pushing others out of the way to sign up....LOL

thesaint

Mobile sales scams banned.

This title is eye catching, but mis-leading.

Old_Gold

thesaint wrote: »

This title is eye catching, but mis-leading.

Was the headline of the article. I agree with you and afterwards wished I had changed the title of the thread but it looks as if you cant do that.
I was very surprised that this has not been discussed anywhere I can see. I am waiting for the reaction amongst the retailers and consumers.

mouseclick

Old_Gold wrote: »

I haven't seen this discussed anywhere but on reading the Metro today they are reporting that the mobile networks have signed up to a voluntary code to stamp out bad cashback practices... Anyone else know anything about this.

Found it here! Hurrah!!! It is signed by O2, Orange, T-Mobile, Vodafone, 3

Look at this...

Sales Incentives :A

If any part of the offer to the consumer contains a sales incentive, the consumer must be provided with a clear written statement as to which legal entity (i.e. dealer or mobile operator) is making the offer and is undertaking to meet that obligation. The terms of the offer must be clearly and prominently stated in writing, be made in good faith and not be unduly restrictive.

For example, in relation to a cash back offer, the following terms should be regarded as unreasonable:
- a requirement that the customer submits their original statements – copies of statements should be acceptable proof;
- charge for processing a cash back claim;
- a requirement that cash back claims are submitted within an unreasonably short period (such as anything less than 60 days, for example);
- terms stating that a cash back payment will not be made if the customer has an outstanding balance on their account.

Handling of complaints

The mobile operators have in place processes for handling complaints about the sale and promotion of their mobile services. These processes include handling complaints from customers that have been subjected to ‘slamming’ or who are having difficulties in making claims on sales incentive schemes and advising them on how to obtain redress. Mobile operators do not, however, underwrite the obligations of other legal entities.

If a mobile operator receives a complaint in relation to the sales and marketing activities of another mobile operator’s dealerin contravention of this code, the complaint will be passed to the mobile operator whose dealer is the subject of the complaint for investigation. Within a reasonable time frame agreed between the respective operators, that mobile operator will respond to the complainant mobile operator with the findings of its investigation.

Where a customer’s complaint is found to be valid, if practical and appropriate, the complainant mobile operator will endeavour to re-instate the customer’s original contract and telephone number.

Monitoring of compliance with Code requirements and escalation procedures

Mobile operators, through regular monitoring, will take reasonable steps to make sure that their resellers are complying with the Code.

On discovery of an instance of non-compliance with the Code, mobile operators will vigorously pursue the case and will request that the reseller promptly investigates the complaint and in no more than ten working days provides an explanation for any apparent breach of the Code.

If the reseller fails to provide an explanation or the explanation is not satisfactory, the mobile operator will escalate the complaint to senior management within the reseller’s organisation. In the case of serious or repetitive breaches of the Code, mobile operators will send a written warning to the reseller. The written warning will include details of sanction(s) that will be imposed on the reseller should the reseller continue to be in breach of the Code.

Providing always that it acts proportionately, a mobile operator will invoke contractual penalties, including termination of the reseller’s contract, if it fails to cease and desist its non-compliant behaviour after a written warning.

In the event that a mobile operator terminates a reseller’s contract for breaches of the Code (as opposed to the normal course of business), the mobile operator will inform Ofcom and their Trading Standards home authority.

lapchien_2

This is great news. I have just emailed E2Save requesting that they comply with the code of practice, and confirm that I am able to send in copies of bills rather than originals.

mouseclick

I wish to make a complaint under the OFCOM's code of Practice for the sales and marketing of subscriptions to mobile networks, dated 31 July 2007, of which [O2/ORANGE/T-MOBILE/VODAFONE/3] is a signatory.

I bought my phone and contract on [DATE] from [COMPANY DETAILS].

My complaint is about their terms and conditions being unreasonable, in relation to "Sales Incentives", on page 3 of the code of conduct.

[PROVIDE SPECIFIC DETAILS HERE]

Their terms and conditions are available at [INSERT LINK TO TERMS]

[OPTIONAL - INSERT DETAILS OF ANY OTHER ISSUES, EG OTHER UNREASONABLE TERMS, THAT ARE NOT SPECIFICALLY ADDRESSED IN THE CODE]

I therefore look forward to you pursuing this matter rigorously with the reseller, in accordance with the code, and I look forward to a speedy and successful outcome, in accordance with the timescales for investigation of complaints as laid down in the code.

Quentin

Don't hold your breath over this.

This is a rehash of similar conditions the networks "imposed" last year,even the wording is the same - but we haven't seen any improvements or action taken against the unfair conditions.

An orange dealer posted about it last year, and the other networks issued similar codes:

http://forums.moneysavingexpert.com/showthread.html?t=330102

z4kir

The code of practice may only be applicable to deals made from today onwards.... (not 100% sure about this).

Though still woohoo @ the 60 days/photocopies accepted!

Russ66

lapchien wrote: »

This is great news. I have just emailed E2Save requesting that they comply with the code of practice, and confirm that I am able to send in copies of bills rather than originals.

I've had 6 contracts with E2save over the years with no problems, and they've always accepted copies. Have they changed this now

Quentin

Things have changed with e2save.

Their latest pricematch contracts will only accept originals.

If they get lost in the post they won't pay up (even if you used recorded delivery), and won't pay out on any future claims.