Subex Limited, a leading global provider of Operations and Business Support Systems (OSS/BSS) is successfully delivering bill shock prevention solutions to EU operators to help them deliver an excellent customer experience and reduce the cost of customer complaints.

Bill shock occurs when users receive unexpectedly large telecoms bills from their service providers. A recent anecdote for bill shock describes a German tourist who downloaded a television programme onto his smartphone whilst on holiday and received a bill of more than €46,000 when he returned home.

EU regulation stipulates that “every operator must take all reasonable measures to protect their customers from unintentionally high bills due to unplanned usage”.

Subex’s bill shock solution uses its ROCTM Credit Risk Management solution, which allows the subscriber and/or the operator to agree an alert threshold. The suggested default threshold is €50 and any subscriber exceeding that level will receive an alert SMS. The Subex solution allows subscribers to change their threshold to match their individual needs and usage requirements.

“This is an existing solution which we have already implemented in Telecom Slovenije,” said Paul Skillen, President of Subex EMEA. “The ability to change the credit alert or disconnection thresholds protects subscribers from bill shock whilst providing the operator with a tool to deliver a personalised customer experience.”