The Consumer Care Service (COCASE) brings independence and objectivity to set the highest standards of aftercare for consumers of premium billed services.
The Consumer Care Service helps premium content providers, mobile networks and aggregators meet the needs of their customers, providing confidence to consumers, regulators and operators that each party’s interests are being professionally and independently managed.
By elevating levels of customer satisfaction to query resolution, The Consumer Care Service protects both service provider and consumer interests. It supports the industry and its reputation by reducing unnecessarily call and email volumes and minimises escalated complaints to regulatory and other bodies.
Omnichannel customer service
Compliant contact handling
Fuss-free refund management
The Consumer Care Service was founded to help the Phone Billed Services Industry deliver a great aftercare experience to consumers.
With a breadth of experience stretching back to the inception of the sector, consumer protection credentials and a history of award winning customer service, COCASE is trusted by the industry and consumers alike to act fairly and appropriately in accordance with the prevailing Codes of Practice.
With a highly trained team, a purpose designed proprietary technology platform and a focus on efficient and effective work flow management, consumer enquiries are handled and resolved swiftly and to exacting regulatory standards. COCASE raises the quality bar, supporting service providers to look after their customers and uphold appropriate standards of service and support.
COCASE is an independent and professional one stop solution for fair and compliant handling of queries regarding premium billed services.