Digital Economy Act Spend Caps Partner Channel. British Telecommunications plc 2018

Transcription

1 Digital Economy Act Spend Caps Partner Channel 1

2 Digital Economy Act Spend Caps The main bits you need to know What is happening? A new OFCOM regulation called the Digital Economy Act is coming in to effect from 1st October The regulation states that communications providers for mobile services must not enter into a contract with a new or upgrading customer without giving them the option to set a monthly spend cap to cover certain types of charges over and above their standard price plan cost. When? 1 st October 2018 What s different? New and upgrading customers must now be offered the option to set a Spend Cap in all channels as part of the sales conversation / journey all sales journeys will be updated to reflect this. Customers can choose to opt-out and not have a Spend Cap. Why are our plans great for customers Customers will be able to add, remove and change their chosen Spend Cap in-life via Customer Services, and via digital self serve capability where available.

3 Digital Economy Act What is included in a Spend Cap? CHARGE TYPE Price plan (inc. MRC /% discounts) Other monthly recurring charges (Content, add to plan, insurance) Out of allowance call, SMS, MMS and data charges (run on rates) Calling abroad (IDD) & Roaming (ROW) Premium Voice / SMS Charge to Mobile Purchase of add-ons, Extras or Data Passes Admin charges and financial adjustments (except adjustments applied to unbilled charges) INCLUDED? Access charge Service charge HOW WILL IT WORK? Spend Cap will align to the bill cycle and refresh each time the plan renews. Customers will be notified when they reach 80% and then 100% of their cap. Once a customer has reached 100% of their Spend Cap they: Will still be able to use any remaining inclusive allowances and free services Will still be able to access chargeable services not included in the cap Will not be able to use chargeable services included in the cap 3

4 Digital Economy Act How Spend Caps Will Work Customer must select a cap or opt-out at the point of sale / upgrade A cap applies to each single eligible line on an account (Joining or Upgrading from 1 st Oct 2018) The cap will cover included charges per bill cycle Account holders may set, amend or remove a cap through CS or via Digital self serve where available Notifications are sent if a cap is set, changed or if 80/100% of limit is reached Some services will be restricted once 100% of a Spend Cap is reached. Customers can remove or increase the cap if required SME customers will be able to select their Spend Cap from a pre-defined range:

5 How will a Customer Manage a Spend Cap in-life? - EE There are 4 possible actions a customer can take in-life when managing a Spend Cap: Add a Spend Cap add a new Spend Cap to an eligible subscription Remove a Spend Cap remove an existing Spend Cap from a subscription permanently (can be re-added in future if needed) Amend a Spend Cap increase or decrease the Spend Cap for a chosen subscription (decreasing a cap could result in being barred immediately*) Pause a Spend Cap temporarily suspend the Spend Cap for a subscription for the rest of the current bill cycle (the cap will start again on next bill date) CALLING 150 MyEE WEB (linkable via MyEE app) What can a customer do? When is the change effective? What can a customer do? When is the change effective? Add a Spend Cap Add a Spend Cap Remove a Spend Cap Remove a Spend Cap Amend a Spend Cap Amend a Spend Cap Pause a Spend Cap Pause a Spend Cap Not available at launch * If a customer decreases a Spend Cap during the month, and the new Spend Cap is below the cost of any chargeable usage already made that month, the customer could be barred straight away. MyEE will not be available at launch delivery is expected November 18 5

6 How will a Customer Manage a Spend Cap in-life? - EE There are 4 possible actions an eligible customer can take in-life when managing a Spend Cap: Add a Spend Cap add a new Spend Cap to an eligible subscription Remove a Spend Cap remove an existing Spend Cap from a subscription permanently (can be re-added in future if needed) Amend a Spend Cap increase or decrease the Spend Cap for a chosen subscription (decreasing a cap could result in being barred immediately*) Pause a Spend Cap temporarily suspend the Spend Cap for a subscription for the rest of the current bill cycle (the cap will start again on next bill date) What can a customer do? Text Services (Text to 150) *Single Sub Only How do they do it? Add a Spend Cap Text ADD SPEND CAP to 150 Remove a Spend Cap Text REMOVE SPEND CAP to 150 Amend a Spend Cap Text CHANGE SPEND CAP to 150 Next Bill Date Pause a Spend Cap Text PAUSE SPEND CAP to 150 When is the change effective? 6