keywords: electronic commerce, anonymity, accountability, ticket based service access, customer care agency

abstract  We introduce a model that allows anonymous yet accountable access to services in mobile communication systems. This model is based on the introduction of a new business role, called the customer care agency, and a ticket based mechanism for service access. We introduce the general idea of ticket based service access, and present a categorisation of ticket types and ticket acquisition models. We analyse the role of customer care agencies and emphasise their advantages.