Broadband News

Ofcom speeds up complaints procedure

Wednesday, 20 May 2009

By Seamour Rathore seamour@consumerchoices.co.uk

If you’re getting nowhere in a dispute with your broadband provider, you can now call in an independent body to make a ruling on it, after eight weeks rather than the previous 12.

Ofcom, the communications regulator, is speeding up its consumer complaints procedure.

Broadband customers in dispute with their internet service provider (ISP) can now get free, independent, help to solve the problem eight weeks after the original complaint, rather than the previous 12 weeks' waiting period.

Ofcom’s chief executive, Ed Richards, said of the change which comes into force on 1 September: “The vast majority of consumers are happy with their telecoms services. For the minority who aren’t we want to ensure that customers get a fair and swift resolution to their disputes.”

Nevertheless, Ofcom itself found many consumers are not aware of the broadband complaints procedure in a 2008 inquiry. Ofcom's move to speed up the next stage – going through an alternative dispute resolution (ADR) service was welcomed.

Michael Phillips, product director at BroadbandChoices.co.uk said: "These new rules will be a huge help to consumers who have been forced to take their dispute to a third party to get it resolved. “Part of the problem is that most consumers don’t actually have any idea how to complain effectively. In many cases they simply let the matter drop because the process becomes so exhausting.”

“We’re committed to helping the many people who contact us having hit a brick wall with their ISP.”

Phillips suggests customers follow our top tips for successful broadband complaints, including:

1. Keep your bills and paperwork for your service up-to-date
2. Insist on having the official complaints procedure explained to you before you enter into a dispute
3. Always approach your ISP first with any complaints or grievances. Tell them in writing that you wish to enter into an official complaints procedure
Finally, if you’re not getting anywhere with your ISP, contact CICAS or Otelo, the two alternative dispute resolution services available to broadband users, and ask them to advise you on your next move.

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