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Service provider unlawfully incentivised its agents to attempt to retain customers
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High Court, on the application of the Commissioner for Communication Regulation: (a) grants declaration that an electronic communications service provider (Virgin Media) had failed to comply with its statutory obligations insofar as it engaged in 'save activity', incentivising its agents to attempt to retain customers who wished to cancel their services; and (b) grants order directing the provider to amend its training materials and provide appropriate training to its agents. However, the court has not found sufficient evidence to support the claim that Virgin Media's 30-day notice requirement for contract termination acted as a disincentive to customers wishing to switch service providers.
Universal Service Regulations, Regulation 25(6)(b), "save activity," contract termination, 30-day notice requirement, disincentive to switching service providers, consumer choice, electronic communications market, Ofcom, empirical evidence, contractual condition, balance of probabilities, breach, remedy, training materials, compliance, court orders, costs.
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