European Wireless Operators Help Consumers Make Sense of Roaming

GSM Europe announced the results of an independent report, highlighting that consumers in Europe now have far more information and transparency of choice available to them when they use their phone abroad.

Inset is Kaisu Karvala, Chair GSM Europe.

The report, published by Ovum, examines the adoption and progress of GSM Europe’s ‘Code of Conduct for Information on International Retail Roaming Prices’. The voluntary Code of Conduct was introduced on 1st October 2001 and aims to provide greater consistency and clarity on information on roaming services available to consumers.

“The results of the report demonstrate that an increasing number of European mobile operators have adopted and implemented the Code to enable consumers to make better-informed decisions on using their phone abroad,” said Kaisu Karvala, Chair GSM Europe.

Between December 2001 and October 2002, 45 European operators were closely monitored to find out if they had adopted and implemented the measures contained in the Code of Conduct. Amongst other requests, operators were asked to demonstrate the type of information and channels through which they communicate the different international roaming prices to their customers.

“GSM Europe has been working to ensure that its Code of Conduct simplifies and improves the information available to consumers about international roaming. As we migrate to 2.5G and 3G, the Code is the first of many steps to ensure a greater transparency and understanding of roaming prices for consumers in Europe,” said Karvala.

The report shows that European operators have evolved and now provide far more extensive information to their customers, not only via their customer care centres and websites but also increasingly via other means such as email, SMS and WAP services, fax on demand or printed material, etc. Today customers obtain clear information on the tariff of calls abroad, how calls or text messages are charged for when they travel and how to set up their mobile phone for roaming.

“Mobile operators are acutely aware that good customer-service is key to retaining and attracting customers. Consumers expect to be informed about value for money options and how they can make the most of their phone when they travel abroad,” added Karvala.