Ofcom to improve consumer complaints process

Last week, telecoms regulator Ofcom outlined options for improving the way consumer complaints are handled.

Ofcom research has found that less than 50% of consumers are aware that providers must have and comply with an Ofcom approved Code of Practice for Complaints. Furthermore, just 15% of consumers are aware that they may go to an Alternative Dispute Resolution (ADR) Scheme, if they cannot resolve a complaint directly with the provider.

To address this issue, Ofcom has proposed to make the following changes to the current procedure:

1. reducing the time consumers must wait before taking their complaint to an ADR Scheme, from 12 to eight weeks;
2. requiring communications providers to write to consumers who have made a complaint to tell them that they have the right to ADR;
3. having a single Ofcom Approved Complaints Code of Practice which all communications providers have to comply with, which sets out minimum standards for complaints handling procedures;
4. requiring communications providers to keep records of complaints for 15 months, so that Ofcom can effectively monitor compliance and undertake enforcement action where necessary; and
5. introducing limits on the call charges that are appropriate for complaints handling lines used by communications providers.

Ed Richards, Ofcom Chief executive has 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”.

Ofcom will run the consultation until 4 October 2008 and hopes to publish its statement early in 2009.

Via: Ofcom

Related links:
Ofcom
XLN Telecom Code of Practice

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