Ofcom report shows ongoing problems with telecoms providers

A report from the UK’s communications regulator Ofcom has shown that whilst complaints about telecoms and broadband providers have fallen there are still a number of problems that persist.

A report has recently been released by the UK’s communications regulator, Ofcom, showing that the level of complaints against telecoms and broadband providers has fallen over the past couple of years. However, the regulator said that problems in the sector still exist. Complaints in the sector are said to have fallen by around twenty percent since 2008 according to the figures, which formed part of the Ofcom Consumer Experience Report.

The communications market in the UK is said to have matured significantly over the past few years according to the report. Ofcom said that the sector now delivered “significant benefits for consumers with advances in competition, choice, takeup and lower prices”.

Complaint levels have fallen from around 135,600 in 2008 to 106,500 in 2009. Around 100,000 complaints have been received this year up to November showing a further fall in complaints levels. However, Ofcom did highlight some problems that are recurring and are still causing concern, such as broadband speed issues, mis-selling of landlines, and customer service issues.

A new Code of Practice will come into effect next year, which Ofcom wants all communications provider to adhere to. Any consumers that do not have their issues resolved within eight weeks under the new arrangement will be able to take things further with an alternative dispute resolution (ADR). Ofcom will also be publishing complaints from consumers on a provider specific basis from next year according to recent reports.

Have you had to make a complaint this year relating to broadband and communications? Comment and let us know

Source – Digital Spy