COP Draft

[Dales-Electronic]

Re: COP Draft

Slightly off the subject but my thanks to Bryan and Tina for looking after the WTA/UKW guests at the meeting when I was setting things up. Took some of the load off. Thanks again. You might look at the Hotel as a future meeting place??

[admin]

Dales-Electronic

Hi Ian

I have already put that into action as the costs for the rooms ect are equal to the millars but to a higher quality.

Bryan

[Lawrence]

Re: COP Draft

If you are reading this then it’s applicable to you as you have access …
The decision was made to hold a specific WTA mtg on the late afternoon /evening and saturday morning of the 7th & 8th of Nov here – http://www.hilton.co.uk/coventry
the purpose of which is to bring together the COP and to talk a little bit of strategy .
Those of us that were still standing agreed to look at the reply that ADE recieved WELL beforehand and to bring the relevant points to this meeting .
Tina & Debbie agreed to come and give admin support .
we don’t expect everybody to come as some are under immense pressure at the moment but there should be enough of us to do what we need to do if you have points and cannot come please pass to me to take .
Thanks
Lawrence

[Lawrence]

Re: COP Draft

just an update on where we are at
1.indemnity for consumer Ken sorted
2.customer care survey questions John sorting
3.getting stuff from Adie so we can see what else OFT require -I have left another message for Adie to ring me .

once I get stuff from Adie then we can progress

[Lawrence]

Re: COP Draft

Hi
Recieved this morning

Lawrence,
Further to our telephone conversation this morning, I have received comments back from my colleague and due to the high level of workload in their section, they are unable to give advice on your COP as your organisation has not made a formal application to the OFT for your COP to be OFT CCAS approved.

I will address your 3 queries:

1. 3G Completion time – Your COP has addressed this matter adequately.

2. 3D Pre-Contractual Information – The reasoning behind this criteria is for consumers to have all the information required that enables them make an informed purchase decision. The pre-contractual information to be made available to consumers must includethe following examples and more, please refer to the guidance:
information about the main characteristics of the product
information on key contract terms
pricing information, showing total price breakdown where appropriate
information on delivery, payment and other performance arrangements
information on complaints handling procedures and after sales services
details of the trader and geographical address
Please note – Precontractual information must be available in writing and provided to consumers on request, but in any event adequate information should always be given in a form which is assessable to the consumer. This is covered under Customer Care in the Bosch COP.

3. I would recommend you look at the Bosch COP (as they also deal in equipment) or any of the other OFT approved codes, which are :
●SSMT (Society of Motor Manufacturers and Traders)
●VBRA (Vehicle Builders and Repairers Association)
●DSA (Direct Selling Association)

●OEA (Ombudsman for Estate Agents)
The Carpet Foundation
BOSCH (Robert Bosch Ltd)
BAR (British Association of Removers)
DEMSA (Debt Managers Standards Association)

I would advise that your organisation makes a formal application to the OFT for their COP to be CCAS approved. Then your COP will be given priority.

Please do not hesitate to contact me if you require further information

So
I propose that we look at how to apply on Fri and who will deal with it ?

Lawrence

[kwatt]

Any progress on this?

Are we on track for it being in place for Feb 2010?

K.

[VillageIdiot2]

Re: COP Draft

Sorry have not given it any time as of yet. After having toncilitus, an engineer cut his tendans in his hand (I know that’s spelt wrong!) so i’ve been engineer by day, office person by night with the odd evening off to relax!…

I can ring Lawrence tomorrow evening (if that’s OK with you Lawrence) and go through the COP para by para, then we can submit for application…?

[VillageIdiot2]

Re: COP Draft

Ok… Lawrence, how are we submitting the final draft to the OFT? Hard copy via post or email application?

Would like to get this sent off, one way or the other by the meeting in September.

What’s the best way forward? Shall we allocate an hour or two one evening and chat through it via MSN video chat or Shall we meet up before the meeting some services somewhere half way? (I can get to Reading area pretty easily). Either way, I don’t mind, but would like to announce at the meeting that the application has been submitted.

Ade 🙂

[VillageIdiot2]

Re: COP Draft

Hi all… Appologies for quietness over the last few weeks, one has been a busy boy! Lawrence submitted the COP for application… Any news mate?

Ade 🙂

[Lawrence]

Re: COP Draft

Yeah…Atonye has left the OFT and we have been assigned a new case manager except we dont know who they are yet and the ball starts rolling again .
Will let you know when I know .
Lawrence

[Lawrence]

Re: COP Draft

See below

Dear Lawrence

Thank you for your enquiry and I apologise for the delay in replying. I agree that you should not be going up any blind alleys and we can assist you with that.

I have looked at your code and my immediate concern is whether your association has the resources to effectively run the code to the levels required under our scheme.

A code that gains OFT approval is required to monitor its members and also the effectiveness of the code. This usually includes auditing of members, conducting mystery shopping exercises and obtaining a significant amount of customer satisfaction information. For most associations this equates to at least a part time employee and in the bigger codes considerably more resource. You may have ideas about how this could be achieved that we are willing to consider.

Before we go in to any detail on the nuts and bolts of the code, could you provide me with an indication of the resources available to your association and how you envisage effective monitoring would be accomplished. I apologise if you have provided this information to Atonye (who is not currently with the OFT) but I can’t find it in our records.

This is key to achieving code approval and there would be little point in applying for approval if the association could not resource the checks that need to be done.

If you wish we can discuss this on the phone.

Yours sincerely

Charles Wallace
Head of Consumer Codes and Estate Agency Enforcement
Direct Line 020 7211 8201
Mobile 07919690074

[VillageIdiot2]

Re: COP Draft

I said that monitoring would be a problem last September!

The WTA then must employ someone, as said, even if part time, soley to ‘monitor’ members…?

Maybe go the whole hog & get someone full time? Visiting repairers up & down the UK (over time of course) face to face selling the WTA, getting members, taking ownership of general daily issues that might arrise as & when the WTA grows to a larger TA, and also, be responsible for vetting & monitoring of members…?

Every member could then have ONE person as a point of contact should they need to call upon the TA for anything, and the WTA would grow & the OFT issue resolved!!

Just an idea! 🙂

[kwatt]

Re: COP Draft

Not far from what I thought Ade.

Remember, John is all over the country visiting people anyway, it’s not too much of an imposition to do the odd visit. 😉

What I’d do is this…

Appoint one area representative as it were for say, half a dozen territories that members can use as an initial point of contact. That shouldn’t be too much of a stretch to achieve. I don’t expect that business will be booming for that position, it’s the fact that it’s there that’s important.

Use calls passed through repairs@ to get feedback as we can, in the near future, do that and certainly by the point this goes live, probably before.

Use WP’s and/or insurers and manufacturers to monitor it as well. Sell it them as advertising in that they are supporting the creation of a better trade and improved customer service for themselves and others, i.e. their customers.

If it’s required, it wouldn’t be too much of a hassle to employ a part time spod to collate all the gathered information and to act as a point of contact. Where they are based is not really a concern and the details can be worked out, but you are looking at eating into a hunk of the TA budget (if not wiping it out) to do that.

That’s what I’d do, make the very most of the infrastructure that you have and can beg/borrow/steal, what you guys decide to do is of course entirely up to you.

K.

[VillageIdiot2]

Re: COP Draft

I’d go with the above & would kick it off by saying I’d volunteer to be the point of contact for Wales…?

[Lawrence]

Re: COP Draft

All seems to make sense to me ,and if Ade is willing to pick it up again I would like to graciously pull back from this due to pressure of work ,and a recent deterioration in my eldest daughters Aspergers syndrome .
I know that I cannot give it the time that it needs .
Lawrence

[Author]

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