{"id":261175,"date":"2018-05-23T14:00:16","date_gmt":"2018-05-23T12:00:16","guid":{"rendered":"https:\/\/mybroadband.co.za\/news\/?p=261175"},"modified":"2018-05-23T19:26:50","modified_gmt":"2018-05-23T17:26:50","slug":"mtn-forces-new-rules-on-wasps-to-protect-users","status":"publish","type":"post","link":"https:\/\/mybroadband.co.za\/news\/cellular\/261175-mtn-forces-new-rules-on-wasps-to-protect-users.html","title":{"rendered":"MTN forces new rules on WASPs to protect users"},"content":{"rendered":"<p>MTN has launched its &#8220;Treating Customers Fairly&#8221; policy, with the aim of preventing WASPs from taking advantage of its users.<\/p>\n<p>MTN made the announcement in a letter to its WASP business partners.<\/p>\n<p>The document stated that the reason for the implementation of the policy is the &#8220;deteriorating customer experience relating to digital services&#8221;.<\/p>\n<p>This resulted in MTN experiencing:<\/p>\n<ul>\n<li>High churn.<\/li>\n<li>Increased customer complaints.<\/li>\n<li>Negative brand impact.<\/li>\n<li>Decline in Net Promoter Score.<\/li>\n<\/ul>\n<p>&#8220;This policy framework is aimed at managing subscriber notifications, subscriptions and charging and is mandatory across all services on the MTN network,&#8221; stated the document.<\/p>\n<p>The company said that most of the policy guidelines are covered by existing ICASA and WASPA regulations, but certain rules are not addressed.<\/p>\n<p>All third parties connected to MTN&#8217;s network now have to adhere to these policy rules.<\/p>\n<h3 class=\"my-4\">The rules<\/h3>\n<p>The rules in the MTN policy are detailed below, and must be implemented by companies from 1 July 2018.<\/p>\n<p><strong>Subscription renewal notifications<\/strong><\/p>\n<ul>\n<li>A free SMS reminder, starting with the word &#8220;Reminder&#8221;, must be sent to subscription service customers.<\/li>\n<li>Daily subscriptions &#8211; A reminder SMS every 7 days.<\/li>\n<li>Weekly\u00a0subscriptions &#8211; A reminder SMS every 15 days.<\/li>\n<li>Monthly\u00a0subscriptions &#8211; A reminder SMS every 30 days.<\/li>\n<\/ul>\n<p>The SMS reminder must contain the service name, pricing information, and instructions for terminating the service.<\/p>\n<p><strong>Terminating services<\/strong><\/p>\n<ul>\n<li>USSD subscription management menu options must allow customers to unsubscribe from &#8220;All&#8221; services or individual services.<\/li>\n<li>Once a user has terminated a service, a free message confirming this must be sent to them.<\/li>\n<\/ul>\n<p><strong>Free trials<\/strong><\/p>\n<ul>\n<li>Customers who accept a free trial must not be auto-subscribed to the service at the end of the trial by default.<\/li>\n<li>Customers can be taken through a double-opt-in process at the start of a free trial.<\/li>\n<li>Customers must be told what the service&#8217;s price is and the billing frequency.<\/li>\n<li>Customers must be sent a reminder message when their free trial ends and the subscription price if they continue using the service.<\/li>\n<\/ul>\n<p><strong>Charging attempts<\/strong><\/p>\n<ul>\n<li>A maximum of 3 charge attempts per day per service are allowed.<\/li>\n<\/ul>\n<p><strong>Subscriber de-registration<\/strong><\/p>\n<p>The following subscriber de-registration options will apply:<\/p>\n<ul>\n<li>For daily subscriptions, a maximum of 7 consecutive days of unsuccessful billing is allowed. The subscriber must be removed from the service after this.<\/li>\n<li>For weekly subscriptions, a maximum of 14 consecutive days of unsuccessful billing is allowed. The subscriber must be removed from the service after this.<\/li>\n<li>For monthly subscriptions, a maximum of 30 consecutive days of unsuccessful billing is allowed. The subscriber must be removed from the service after this.<\/li>\n<\/ul>\n<h3 class=\"my-4\">Protecting users<\/h3>\n<p>MTN SA Executive: Corporate Affairs Jacqui O&#8217;Sullivan told MyBroadband they are wholeheartedly committed to ensuring the best customer experience is achieved by focusing on customer needs and expectations, and meeting them.<\/p>\n<p>\u201cOur Treating Customers Fairly policy aims to ensure our customers achieve fair outcomes and that their relationship of trust with us is maintained and enhanced well into the future,&#8221; said O&#8217;Sullivan.<\/p>\n<p>&#8220;The policy also requires the WASPs not to charge customers for any reminder message, while reminder messages should not be sent between 21:00 and 07:00 to avoid disturbing customers or customers not being aware of these messages being received late night or early morning.&#8221;<\/p>\n<h3 class=\"my-4\">Now read:\u00a0<a href=\"https:\/\/mybroadband.co.za\/news\/cellular\/261169-cellsaf-statement-is-baseless-accusation-cell-c.html\" rel=\"bookmark\">CellSAf statement is baseless accusation \u2013 Cell C<\/a><\/h3>\n","protected":false},"excerpt":{"rendered":"<p>MTN has launched its &#8220;Treating Customers Fairly&#8221; policy, with the aim of preventing WASPs from taking advantage of its users.<\/p>\n","protected":false},"author":23,"featured_media":141928,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_sma_x_autopost_status":"idle","_sma_x_autopost_error":"","_sma_x_post_id":"","_sma_facebook_post_id":"","_sma_instagram_post_id":"","_sma_threads_post_id":"","_sma_x_attempts":0,"footnotes":""},"categories":[14],"tags":[35,42,23887],"class_list":["post-261175","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cellular","tag-headline","tag-mtn","tag-wasps"],"_links":{"self":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/261175"}],"collection":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/comments?post=261175"}],"version-history":[{"count":1,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/261175\/revisions"}],"predecessor-version":[{"id":261177,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/261175\/revisions\/261177"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media\/141928"}],"wp:attachment":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media?parent=261175"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/categories?post=261175"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/tags?post=261175"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}