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The independent regulator has put into place a less time consuming and bureaucratic structure to ensure that all ISPs stay in line.

Ofcom says it receives thousands of complaints every week from dissatisfied consumers, but less than 50 per cent of complainants are aware of the Code of Practice for Complaints, which all communications providers must abide by. Just 15% are aware of the two Alternative Dispute Resolutions (ADR)

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schemes the companies must partake in.

Ofcom's amendments include shortening waiting time before going to ADRs from 12 weeks to eight weeks and stipulating that companies write to consumers explaining that they are entitled to pursue an ADR. Ofcom will also bring all sectors of the communications industry into line by introducing a single Approved Complaints Code of Practice, setting out minimum standards for complaints handling procedures.

Furthermore, the regulatory body is insisting that companies keep 15 months worth of complaints on record, so Ofcom can monitor compliance and punish when necessary, and it will introduce a limit on the call charges levied by companies for complaints handling lines.

"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," commented Ed Richards, Ofcom's chief executive.