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Details emerged this week of a sweetheart deal between the US regulator, the FCC, and wireless operators on a voluntary code to inform customers when they approach pre-set limits on their plans, especially data usage, and also when they exceed the tiers and are about to be charged extra. With the ink hardly dry on that overdue piece of news, there emerged a much more sensational headline that one customer was presented with a bill for over US$200,000! The US woman that received the surprise bill... -
Singapore regulator, the Infocomm Development Agency (IDA), recently introduced a series of bold, even radical, measures to protect local mobile service consumers. The usual suspects - premium rate services (PRS) and data roaming featured, but IDA also launched a review of its Quality of Service (QoS) framework for mobile telephone services with a view to raise the standards for mobile QoS indicators such as service coverage, success rate and drop call rate. Consumers now have the option to block... -
BS (Bill Shock) Day has been and gone and the FCC voted unanimously to gather more information on proposed rules that would require mobile service providers to send usage alerts and related information to customers to help them avoid bill shock. Wow, that's decisive! FCC chairman Julius Genachowski said there was more than ample evidence showing there is a problem and that a ‘simple technology fix’ can go a long way to solve the problem. I’m sure a lot of CSPs would argue about just how simple... -
Today is BS (Bill Shock) Day at the FCC in the United States. This is the day the FCC (Federal Communications Commission) plans to introduce new rules for mobile phone bills. The goal is to avoid consumer 'bill shock' from unexpected charges. The rules may require wireless companies to alert customers before they exceed limits much the same as European regulators have already introduced. For customers like 27-year-old Washington woman, Kerfye Pierre, it comes a bit late after she received... -
Australian CSP, Telstra, incurred as much as AU$90 million (US$80 million) in bad debts in its past financial year, caused largely by customers that disputed and didn't pay expensive bills. Chief financial officer John Stanhope told an analyst meeting in Sydney recently that bad debts increased 44 percent in the year ended 30 June 2010 to some AU$364 million. This is a little surprising because the Australian economy, and its businesses, largely escaped the economic recession the rest of the... -
If you have been following my revenue management blogs over the last two years you will notice a recurring theme highlighting the massive damage to CSPs and the industry as a whole from news articles on 'Bill Shock'. The latest one really does 'take the cake' in terms of stupidity and lack of the most basic controls in the offending mobile operator. The latest 'victim' (as the newspapers now call them) is no less than a Member of Parliament that has been affected, and you...
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