5. Customer service

The End User 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. Transfer from Mobile Operator to Content Provider may only take place at the time of initial enquiry about the advertising and content of the service. Where the enquiry is made from a Mobile Operator to an Aggregator, and the latter does not carry out customer service on behalf of the Content Provider, the Aggregator must transfer the enquiry to the Content Provider.

The End User’s Mobile Operator is required to handle customer enquiries. Enquiries relating to registration and billing for Premium Rate services (billing and account issues on which the Mobile Operator may be assumed to have an influence) shall be handled by the Mobile Operator.

Enquiries relating to advertising, the agreement, the delivery and the actual content of the service may be referred by the Mobile Operator directly to the Content Provider, the End User having been informed that they may contact the Mobile Operator again in the event that the Content Provider does not provide a satisfactory response to the enquiry.

4T is 2nd line support for Mobile Operators on complaints from End Users. Based on information from the End User and the Mobile Operator, 4T conducts a dialogue with the aggregator / service provider to uncover whether the sale of services has been made in accordance with the Framework Agreement. 4T may require an aggregator / Service Provider to credit the End User if 4T can document that either the purchased service, the purchase process or the relevant documentation has no been delivered does not comply with the Framework Agreement guidelines.

In its agreement with the Content Provider, 4T shall require the Content Provider to handle End User enquiries within a timely manner.

The Content Provider shall offer customer service as follows:

• By e-mail
• By telephone – on a Danish number (landline or mobile)
• In Danish/Scandinavian language
• Open and staffed at least four hours a day on weekdays.

The Content Provider shall make the necessary data and resources available to 4T.

The Mobile Operator is required to suspend collection of a disputed amount in the period from receipt by the Mobile Operator of a written complaint until the Mobile Operator has notified the End User of its decision in writing. This shall apply regardless of whether the complaint relates to deliverables provided by the Mobile Operator  or the Content Provider.