Ofcom to revamp telecommuncations complaints procedure
Ofcom, regulator for telecommunications in the UK, has announced it intends to make is simpler and quicker for small businesses and consumers to complain about their telecoms services.
On Thursday 10th July, 2008, Ofcom declared that it would be instigating a consultation on the subject of complaints procedure. Ofcom's proposals would include forcing communications providers to make "Alternative Dispute Resolution" (ADR) services clear to their customers.
At present, customers wishing to complain to their communications provider must wait up to three months before moving the complaints to an ADR system such as Otelo or Cisas.
During their research, Ofcom discovered that complaints still unresolved after eight weeks were unlikely to be resolved, hence their proposed reduction from twelve weeks down to eight.
Furthermore, Ofcom learned that less than 16 per cent of customers weren't even aware of the existance of dispute resolution schemes.
At present, each telecommunications provider has its own unique Code of Practice for Complaints, but Ofcom now wishes to create a single Ofcom Approved Complaints Code of Practice that will apply to all communications providers.
The consultation by Ofcom will continue until October 4th, 2008, with a formal review of ADR schemes to be held in the latter half of 2009.
Published: 14th July, 2008
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