Telecoms watchdog Ofcom is introducing new regulations which aim to speed up the complaints process.
The amount of time telecoms customers have to wait before contacting a dispute resolution service is set to be cut, industry watchdog Ofcom has announced.
Currently, consumers must wait 12 weeks for their provider to deal with a problem before they can take the issue to a higher authority. However, from September 1st, this waiting time will be cut to just eight weeks.
Ofcom revealed that it was changing the waiting time because its research showed that complaints unresolved at eight weeks usually remain so at 12 weeks.
"The vast majority of consumers are happy with their telecoms services," said Ofcom chief executive Ed Richards. "For the minority who aren't we want to ensure that customers get a fair and swift resolution to their disputes."
All telecoms providers must be a member of an Alternative Dispute Resolution scheme. When a consumer applies to have a dispute resolved, the relevant scheme will look at the case.
The scheme's decision is final and could result in a payout for the complainer in certain circumstances. Ofcom also has the power to fine a provider up to ten percent of its annual relevant turnover if it does not adhere to the regulations.
