Broadband providers make consumers aware of complaint procedure

The UK’s communications regulator, Ofcom, has formulated a mandatory Code of Practice that will require broadband and phone providers to make customers aware of complaints resolution procedures and practices.

Every year millions of broadband and phone related complaints from UK customers go unresolved according to recent figures, and this is something that the UK’s communications regulator Ofcom wants to address. Figures show that each year there are three million customers that have unresolved complaints relating to broadband or home phones.

It has also been reported that a massive seventy five percent of consumers have no idea that Ofcom offers a dispute resolution service to investigate the incidents, and also advice on how to make complaints for consumers. Under the new mandatory code broadband and home phone providers will have to provide customers with details about the dispute resolution services available to them.

The providers will have to make consumers aware of the dispute services on their bills from next year. Ninety one percent of disputes are resolved when going through the Ofcom dispute resolution service according to Ofcom, which the regulator states proves its commitment to the consumer. The regulator said that this was further demonstrated by the fact that it was introducing this code to make providers educate their customers about the options available to them.

Ed Richards from Ofcom said: “We want to make sure that when something goes wrong, consumers are able to find out easily how to make a complaint and can be assured that their provider will be able to handle their complaint effectively.”

Source – U switch