Iliad recently presented to theAGCOM seven commitments. The latter have the calculation of resolve problems which, in January, had led the Authority to start a sanctioning process. It was found that new customers in the mobile sector, who chose the operator through the Simbox (i “vending machines” located mainly in shopping centers), they did not receive clear information on the possibility of choosing the charge on remaining credit. Furthermore, automatic top-up by debiting a current account or credit card was applied as default method.
Iliad’s first commitment includes the reimbursement for those who have reported problems related to the payment method of the offer. Those entitled will receive a communication via e-mail to proceed within one month of the approval of the commitments by AGCOM. Furthermore, Iliad will implement a process to manage any related complaints to the choice of payment method, to be completed within four months.
Iliad presents its “commitments” for payments
The second commitment concerns the possibility for customers, during the membership phase and on all channels, choose the method for subsequent renewals to the first, such as credit card, direct debit or manual top-up. This option will be available within three months from the approval of the commitments. Customers will be informed that they can change their choice at any time via thePersonal Area.
The third commitment involves improving the information transparency
inserting in the documents of contractual summary the availability of the different payment methods within two months of approval by AGCOM. At the same time, the fourth involves the modification of the Service Card to highlight the importance of the Personal Area in autonomous management of offers, including changing your payment method, to complete within two months from approval.
The fifth commitment focuses on staff training of the Iliad Store And Corner, with new instructions on the information to provide to customers regarding payments. Particular attention will be given to specific training for foreigners who may have difficulty understanding the contractual conditions and the Payment options. This will happen within two months from the approval of the commitments.
As regards the Personal Area, the sixth commitment includes a modification to make more clear and accessible the ability to change the payment method. A new button will be added to the home page and toolbar within two months of approval. This will be called “Change your payment method”. Finally, the seventh commitment includes the establishment of aMonitoring Unit. The latter will be made up of an official from the Authority, one from Iliad and a third party appointed by the parties. This unit will have the task of verifying that the commitments are implemented in compliance with the transparency hey expected deadlinesand will be operational within one year of approval.
