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 frontline 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.

Complaint Resolution

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. 

Refund Management

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.