Pricing

We aim to find ways to ensure that no social group is excluded from the advantages of the mobile phone, particularly on the grounds of cost.

O2 pricing strategies continue to be competitive in a market served by many different businesses.

Our pricing practices are monitored by national regulators, such as Ofcom in the UK, Bundesnetzagentur in Germany and ComReg in Ireland.

Complaint management is built into all our customer service operations Group-wide.

The Office of the Telecommunications Ombudsman (Otelo) is the UK industry’s arbitration service. Complaints go to Otelo when consumers and providers reach deadlock over a dispute. Otelo may also intervene if a customer complaint has been ignored or unresolved after 12 weeks. O2 is a member of this scheme, which is approved by Ofcom.

We have improved our customer support and pricing deals and developed new ways to reward customer loyalty during 2006.

UK
We launched ‘O2 Long Weekends’ in 2006, adding to our loyalty campaigns ‘Treats and Rewards’ in 2005. In early 2007 we added ‘Fair Deal’ to the portfolio, giving existing customers exactly the same rewards and price plans as our new ones.

Germany
We launched O2 Energize to refresh and develop the customer-facing skills of our retail employees. We added new ‘Genion Homezone’ tariffs and broadband to our services.

Ireland
We introduced one-cent calls at weekends for ‘Speak Easy’ customers calling other O2 numbers. We launched Business Unlimited, allowing O2 business customers to call other O2 numbers for free. We also offered a ‘Free Fiver on Fridays’ promotion for pre-pay customers using automatic transfer machines (ATMs) to top up.

We launched a new mobile phone repair service for customers. The new service allows customers to return a faulty handset to their local O2 Retail store within 30 days of purchase and receive a brand new like-for-like device.

The Czech Republic
We launched the O2 brand in the Czech Republic in September 2006, offering fixed, mobile and internet services. The launch of a number of new services simultaneously challenged our customer services and its capacity to respond to customer queries. Major investments in customer service have since been made and will be implemented during 2007.

Isle of Man
In 2006 we introduced new tariffs and half of our pay monthly customers moved onto the improved tariffs. In early 2007, we moved the out-of-contract and in-contract pay-monthly customers who had not re-signed onto the better tariff with no added commitment.

Printable version | Accessibility | Glossary | FAQ | Disclaimer