COCASE is an independent and professional one stop solution for fair and compliant handling of queries regarding premium billed services.
Telephone & Email Response
COCASE’s highly trained customer service team offers flexible and reliable front-line customer support and complaint management via inbound/outbound telephone and email. COCASE’s independence ensures that consumer enquiries are fairly and promptly resolved.
Case Handling & Investigation
All cases are uniquely logged and ticketed. Consumers have the peace of mind that their complaint is thoroughly investigated and promoters have full confidence that each consumer is handled fairly and appropriately. Consumers may unsubscribe immediately from a service and elect to receive a report setting out relevant details around interactions and activity, including how they opted in, any terms they agreed to and any charges applied.
COCASE’s aim is to ensure that all cases are resolved fairly and equitably; making sure that complaints are taken seriously, thoroughly investigated and understood and that the appropriate action is taken in a timely fashion. All parties, from the consumer themselves, to regulators, mobile networks and promoters know that each case is resolved swiftly, reliably and fairly, leading to a minimum of formal escalations to regulatory bodies.
COCASE refund management service smoothly handles the administrative burden of delivering refunds to consumers, enabing promotors to satisfy their customers and meet their obligations. Professional, effective, and hassle free.
COCASE acts as the independent query resolution service and point of consumer contact for its partners. We welcome new partners who must commit to operate services according to the COCASE Charter. New partner enquiries from Service Providers may be directed here.