Added by Chris Pateman | Monday 31st October 2016
If you're a business owner, and you’re thinking about upgrading your comms, what’s the biggest sales objection your supplier has to overcome? It always used to be uncertainty about the benefits, fear of disruption during the installation process or concern about the ability to scale up (or down) to meet future business demands. Today, it’s fear of cybercrime.
For CPs, too, fraud is now the number one issue. The industry, after all, has tried and trusted ways to manage customer expectations in the event Openreach reports a missed appointment. But nothing quite screws up your relationship with a customer like coming in after a bank holiday and discovering he’s just racked up £30,000 of calls to Palestinian premium-rate services.
But how to draw these issues – and the industry’s self-help responses – to the attention of policy-makers?
One way is to make FCS part of a much larger voice, addressing everything from scams on vulnerable pensioners or hooky ‘customer not present’ credit card transactions to dodgy-sounding insurance claims for lost mobile phones. That way, the politicians see us as part of the solution to the larger problem, rather than a lone voice around a specific body of concerns.
That’s the theory, anyway. What does the road-test look like?
FCS went to the Labour, Conservative and SNP party conferences this year, sharing a Fraud Fringe platform alongside CIFAS, Age UK, Trading Standards, Financial Fraud Action, BBA and the Insurance Fraud Bureau. You can catch some of the spirit of the sessions from the write-ups and photos on our Fraud Fringe webpage.
FCS’s contributions drew delegates’ attention to three major points:
Perhaps the most straightforward response came from Scottish Cabinet Secretary for Justice Michael Matheson MSP at our Glasgow fringe. He pointed out most victims of fraud and scams naturally look for a conventional policing response. But that this is an entirely different type of crime – one for which the onus, unfortunately, falls on individuals and businesses to prevent themselves from falling victims in the first place.
FCS has long argued that the best way to protect our members from the impact and arguments that follow from defrauded customers is for those customers to have a legal, board-level obligation to take appropriate measures to mitigate against fraud. And for insurers to insist on sight of their fraud-prevention policy before issuing ‘all risks’ policies.
These are not the kind of arguments we can win quickly, or win by ourselves. But sharing this kind of platform, and rehearsing these kind of arguments with policy-makers, certainly lubricates the process.
Added by Cathy Gerosa | Monday 31st October 2016
October's dial-in Fixed Service Providers meeting featured an update from that morning’s Billing Forum that ECCs can be amended on in-flight orders, however revised TRCs require a cancel and re-raise of the order. Openreach have agreed to look at getting the SMC to manage these so that cancellation charges will be suppressed – more as I hear.
We had an interesting debate about the impacts of two aspects of the proposed Digital Economy Bill: firstly the universal service obligation to supply “fast broadband” and what knock on effect this might have on CPs. Secondly the proposals to make switching easier and to offer compensation when things go wrong. Needless to say, members feel strongly that they should not be paying out compensation for things outside their control, particularly if there is no easy route to claim the money back from further up the line.
Slides from the meeting are availabile here, please do ask me if you have any queries about them and I hope to see you at the next meeting which is on 22 November.