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Ofcom announces simpler complaints plans
Friday 23rd July 2010, by Daniel King
The Office of Communications (Ofcom), which regulates the UK's communications sector, has announced new plans with regard to broadband complaints procedures.
Earlier this week, the organisation announced proposals to make it easier for broadband customers to use a free independent resolution service when their complaints are left unresolved by providers.
This could come as good news to a number of UK broadband customers who are currently unhappy with the service delivered by their chosen internet service provider.
Those who are experiencing problems could also be encouraged to compare their deal with others that are on the market in order to ensure they are getting the best deal for their hard-earned cash.
Public body Consumer Focus, the self-styled consumer champion for the people of England, Scotland and Wales, has welcomed the recommendation; saying million of customers have trouble resolving complaints every year.
Trisha McAuley, telecoms expert at Consumer Focus Scotland, said: "As there are often fewer providers in rural and remote parts of Scotland, opportunities to switch provider can be very limited. This makes it extremely important that consumers living in these areas are able to resolve problems with existing providers quickly and easily."
The expert also called for Ofcom to put pressure on service providers to publish data relating to their complaints.
"If consumers could compare performance on complaints handling it would allow them to factor this into their choice of provider and act as a spur to companies to improve help for customers who have cause to complain," she added.
Categories: Broadband
