The customer shall receive high-quality, relevant customer service for each enquiry and shall not be transferred from one party to another unless there is a particular reason for doing so. Transfers from telephone companies to service providers may only take place at the time of initial enquiry about the advertising and content of the service.
The end user’s mobile company is required to handle customer enquiries. Enquiries relating to registration and billing for content services (billing and account issues on which the mobile company may be assumed to have an influence) shall be handled by the mobile company.
Enquiries relating to advertising, the agreement, the delivery and the actual content of the content service may be referred by the mobile company directly to the content provider, the end user having been informed that he/she may contact the mobile company again in the event that the content provider does not provide a satisfactory response to the enquiry.
In its agreement with the content provider, the mobile operator shall require the content provider to handle customer enquiries. Enquiries relating to advertising, the agreement, the delivery and the actual content of the content service shall be handled by the content provider. Enquiries relating to registration and billing for content service (billing and account issues on which the mobile company may be assumed to have an influence) may be referred by the content provider directly to the end user’s mobile company.
The content provider shall offer customer service as follows:
- By telephone
- In Danish
- On a Danish telephone number
- Open and staffed at least four hours a day on weekdays.
The mobile operator shall further require the content provider to make the necessary data and resources available to the mobile operator.
The mobile company is required to suspend collection of a disputed amount in the period from receipt by the mobile company of a written complaint until the mobile company has notified the customer of its decision in writing. This shall apply regardless of whether the complaint relates to deliverables provided by the mobile company or the content provider.
The mobile operator is required to enter into any agreements necessary in order to implement the above provisions with the relevant parties, including providers of network services, where the mobile operator is not the customer’s mobile company, and service providers.
