The reported reduction in consumer PRS complaints of 62% can better be appreciated by considering that the current level of complaints is roughly equivalent to one complaint for every 100,000 customer transactions - a record that many other industries would be proud of.
The reduction is a recognition of the efforts of a responsible PRS industry which has introduced a number of self regulatory industry initiatives over the past two years. These measures have resulted in a dramatic decrease in consumer complaints.
It is also worth noting that non compliance with PRS regulatory requirements is now restricted to a very small number of offenders and the introduction of the AIME initiative for value chain registration during 2010 will make it increasingly difficult for these offenders to operate in the PRS market.
We obviously welcome the reduction in the levy as it demonstrates a number of things.
Firstly, it shows that self-regulation can work and there has been a number of AIME led initiatives in the last 12 months all getting industry buy-in which are all aimed at rebuilding consumer trust and working closely with the regulator with whom there has been a productive collaborative approach.
Secondly, it is right for the regulatory cost to industry to fall and for fines to be targeted at repeat offenders, where serious breaches of the code occur. It is encouraging that fine collections are over 90% which is a dramatic improvement compared to a few years ago.
Thirdly, we all need to work together to ensure that rather like inflation and interest rates in the economy, the levy stays low and that we see industry revenues growing again as trust is built and participation levels in premium services grow.
Edward Boddington, chairman AIME
The Association for Interactive Media and Entertainment is the new name for the longest serving trade body in the interactive media business where customers use their telephones, televisions or computers to access, interact with and pay for information and entertainment. AIME promotes excellence in the world of Interactive Media and Entertainment. The purpose of AIME is to create an environment of consumer confidence and trust within which our Members commerce can flourish within a framework of a strong Members code of ethics. AIME has a membership that represents the entire value chain from the providers of information and entertainment to the network operators and technical service providers that deliver and bill them to customers. No other organisation has such reach or representation.
For more information, please visit: www.aimelink.org