The UK telecoms regulator Ofcom plans to change the way it handles consumer complaints.
Its research shows that consumer awareness of its procedures less than 50 per cent aware for its ‘Codes of Practice for Complaints’ and 15 per cent for its Alternative Dispute Resolution (ADR) scheme.It is therefore:
· Reducing the time consumers must wait before taking their complaint to an ADR Scheme, from 12 to eight weeks
· Requiring communications providers to write to consumers who have made a complaint to tell them that they have the right to ADR
· 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
· Requiring communications providers to keep records of complaints for 15 months, so that Ofcom can effectively monitor compliance and undertake enforcement action where necessary
· Introducing limits on the call charges that are appropriate for complaints handling lines used by communications providers.
If a communications provider doesn't comply Ofcom can fine it by up to 10 per cent of its annual relevant turnover.
Under current regulations, all providers must comply with the Code of Practice. A consumer can go to an ADR Scheme if they cannot resolve a complaint directly.
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Ofcom is the major UK telecoms regulator, with Phonepayplus handling all issues around premium telephony services. The Ofcom consultation runs until October 4th 2008 and Ofcom hopes to publish its Statement in early 2009.
