Ofcom to review customer service information

Telecommunications watchdog Ofcom has announced plans to review its customer service information on fixed-line providers, supplied by co-regulatory group Topcomm.

The Topcomm site allows users to compare a number of providers side by side, giving statistical information on customer service levels.

The site currently reviews 12 providers, including XLN Telecom, BT, Talk Talk, Tiscali and Virgin Media. Issues covered are service provision, reported faults, service restoration, complaints, and billing accuracy.

Ofcom will aim to increase awareness of the site, as right now they recognise that “usage of the current information has been very low”. They will also consider adding, amending, or removing the customer service issues currently assessed.

Ofcom commented: “The scheme has now been up and running for several years and now is a timely opportunity to review whether it is working appropriately.

“Increased competition and technological innovation is good for consumers; however, such progress introduces increasingly complicated choices for consumers.

“We want to make sure that consumers have the information they need to make the most appropriate choice for their own circumstances. We are researching what sort of information is useful to consumers.”

To compare XLN Telecom’s quality of service levels against other providers, visit http://www.topcomm.org.uk