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Telewest first fixed operator to be 70% approved under Ofcom scheme

# 28 August 2004, 06:41 by Frank

Telewest Broadband yesterday announced that it is continuing its commitment to improving customer care by becoming the first new fixed-line operator to be approved under Ofcom’s new Metering and Billing Direction scheme.

Telewest’s marketing machine, commenting on the Ofcom scheme, said:

The scheme aims to provide customers with confidence in the accuracy of their bills by thoroughly testing the billing systems and processes of their service provider. Following a rigorous two-year assessment process, conducted by leading certification body NQA, Telewest Broadband has successfully passed all applicable criteria to gain approval under the scheme.

Nick Jones, Group Financial Controller of Telewest Broadband said: “Telewest Broadband is consistently looking to improve its customer care and is delighted formally to achieve approval under the scheme. We have always maintained a high level of billing accuracy but this approval will provide our customers with additional reassurance and confidence in the bills they receive from Telewest Broadband.”

The cable operaor says that the assessment process by certification body NQA involved a complete end to end examination of the entire billing process including switch network, IT systems and end to end customer care operations.

However, buried at the bottom of the press release is an important note that the approval only covers the consumer division of Telewest Broadband and only applies to the “strategic billing platform”, which currently services over 70% of consumers. The company aims to complete the remaining approval for its Consumer & Business division by mid-2005, so why they decided to make this release now and not when the approval covered 100% of their customers is a mystery!

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