Ofcom Propose to Reshape Complaints Procedures
Dan Drage dan@consumerchoices.co.uk
Each ISP has its own complaints code of practice, but Ofcom wants these replaced by a single complaints procedure. (11-07-08).
Ofcom, the independent watchdog for the communication industries, has proposed to implement a single complaints code of practice to be universally followed by all ISPs.
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"ISPs must be open, accessible, responsive and effective when dealing with customer complaints"
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The ‘Ofcom Approved Complaints Code of Practice’ will set minimum standards for complaints handling through two specific means:
- ISPs will be obliged to handle customer complaints in a fair and reasonable way
- ISPs must be open, accessible, responsive and effective when dealing with customer complaints
The rationale behind the new code of conduct is to give consumers a clear level of protection while trying not to cramp the ISPs’ style. Ofcom will also insist ISPs keep detailed and well maintained records of all complaints received.
The proposed code of conduct will additionally address long standing problems with Alternative Dispute Resolution (ADR) systems associated with broadband complaints.
Many broadband users are unaware ADR even exists according to an Ofcom white paper. ADR gives customers a direct route to an independent scheme which will hear their case and make a binding ruling, and is free of charge.
Under the new Ofcom proposals, the twelve week ADR waiting list will be reduced to eight weeks in order to speed up resolutions and cut the stress levels of those making a complaint against their ISP. The onus will be placed on the ISP to educate their customers as to exactly what ADR is, and the routes open to them should they wish to complain.
At present, the two ADR schemes available to broadband users are run by Otelo and CICAS.
Ofcom are keen to hear any customer insights or responses to these proposed changes, and can be contacted through the main site.
Michael Phillips, Product Director at Broadband Choices, is a staunch campaigner for transparency and clarity in broadband complaints procedures:
“Everyone at Broadband Choices is delighted with this news. We’re sent so much correspondence from broadband users who’re disgruntled by the aloof attitude of ISPs when it comes to dealing with customer complaints. Hopefully, when implemented, these changes will increase the effectiveness and efficiency of ISPs when it comes to processing customer complaints.”
Related article - How to Complain Successfully.
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