Ofcom Makes Broadband Complaint Recommendations

UK broadband users could soon find it much easier to complain about their provider, should new plans from Ofcom go ahead.

The telecoms regulator has announced the launch of a new consultation on the current complaints process, which will report at the beginning of 2009.

In addition, Ofcom indicated that it wished for broadband and other communications firms to make their customers more aware of "alternative dispute resolution" (ADR) as a way of resolving complaints. Previous research suggests that just 15 per cent of Britons are aware that ADR even exists. Ofcom also said that the earliest time which the customer can enter ADR after initially contacting their provider is reduced from 12 to eight weeks. The watchdog currently outsources its ADR to two separate schemes, run by autonomous firms CISAS and Otelo.

Ed Richards, Ofcom chief executive said: "Effective complaints handling and an accessible scheme for resolving disputes ensure that individual consumers are able to seek redress when things go wrong. Inadequate or inappropriate procedures can cause significant harm and detriment to consumers."

Broadband providers found not to be in compliance with Ofcom rules can be subjected to a fine of up to ten per cent of annual turnover.
 

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