ComReg: Rebuilding mobile customer trust is vital
The Commission for Communications Regulation (ComReg) has completed its initial review of the reports submitted to it by O2 and Vodafone following incidents of overcharging by both companies.
ComReg today outlined the steps that it believes would be necessary to start the process of rebuilding customer trust.
O2 and Vodafone have both carried out detailed investigations into what went wrong with their internal systems and have outlined the remedial action and measures they have taken to avoid any repetition.
The results of these investigations have been submitted, as required, to ComReg.
All customers affected have been notified and all accounts have been credited.
In addition, both operators have agreed with ComReg that they will pay an additional credit to all of those customers who had paid any overcharged amount in recognition of the inconvenience caused, and allow external consultants to review independently the remedial actions being taken in relation to billing systems.
These reports are to be completed by September and submitted to ComReg, who will determine whether any further action is necessary.
John Doherty, Chairperson of the ComReg said: “ComReg has a statutory duty to protect the consumer interest.
“We acknowledge that both companies have taken steps to rectify the instances of overcharging, including making changes to internal procedures.
“They have also, through the payment of an inconvenience credit, sought to recognise the concern and anger that customers felt about being overcharged.
“It is, however, imperative that trust in the accuracy of billing systems is restored.
“While in many cases, the individual amounts involved were relatively small, nevertheless, the circumstances involved were very serious.”
O2 has reported to ComReg that 136,535 of its customers were overcharged by €721,892 for international roaming and other services.
Vodafone has reported to ComReg that 22,436 customer accounts were overcharged by €147,739 for international roaming services.
