Ofcom: wait eight weeks to sort out your broadband

 

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By Barry Collins

Posted on 11 Jul 2008 at 08:07

Ofcom is conducting a review of the way broadband complaints are handled - but still expects customers to wait eight weeks before a dispute resolution service will even look at their complaint.

The telecoms regulator says that it receives thousands of complaints every week about the service provided in the communications sector.

All telecoms providers, be they ISPs or mobile phone companies, have to belong to one of two Alternative Dispute Resolution (ADR) schemes - Otelo or CISAS - who will adjudicate on disputes when the customer and the company find themselves in deadlock.

However, as it currently stands, customers have to wait a staggering 12 weeks before Otelo or CISAS will even look at their complaint, meaning many customers find themselves without broadband for months on end.

Ofcom has proposed a reduction in this time period - but still says customers must wait eight weeks before they can take their complaint to one of the ADRs.

Under Ofcom's new proposals, service providers will also have to write to customers who've made a complaint and make them aware of the ADRs. The regulator's research found that only 15% of people had even heard of Otelo or CISAS, let alone used them.

The telecoms regulator also plans to limit the call charges telecoms providers can impose on lines "that are appropriate for complaints handling", although not for technical support.

"Effective complaints handling and an accessible scheme for resolving disputes ensure that individual consumers are able to seek redress when things go wrong," claims Ofcom chief executive, Ed Richards. "Inadequate or inappropriate procedures can cause significant harm and detriment to consumers."

Ofcom is consulting on the changes until October and plans to publish a statement on its changes early next year.