Waiting period for broadband complaints reduced

It has recently been revealed that the waiting period for broadband complaints made by consumers has been cut following changes made to the complaints procedure by the UK’s communications regulator Ofcom.

The UK’s communications regulator Ofcom has recently confirmed that it has made changes to it complaints procedure relating to broadband services and telecoms services, and the changes will mean that the process will speed up significantly, which is good news for consumers that want to resolve a dispute with their Internet Service Provider.

Previously consumers had to wait for twelve weeks after making a complaint before being able to bring in an independent body to make a ruling on it. However, as a result of the changes that have been made this waiting period will be reduced by a third to just eight weeks. This means that if the complaint has not been resolved within eight weeks the consumer can get free, independent advice to get it sorted rather than having to wait yet another month before doing this.

The changes are due to come into effect from September of this year. One senior official from Ofcom said: “The vast majority of consumers are happy with their telecoms services. For the minority who aren’t we want to ensure that customers get a fair and swift resolution to their disputes.”

Another industry expert said: “These new rules will be a huge help to consumers who have been forced to take their dispute to a third party to get it resolved. Part of the problem is that most consumers don’t actually have any idea how to complain effectively. In many cases they simply let the matter drop because the process becomes so exhausting.”