Connected Research

Union policy research in the 21st century

Ofcom proposes swifter resolution to telecoms complaints

with one comment

Ofcom, the regulatory authority for the UK communications industry, has today, following consultation, proposed new rules to apply from 1 September 2009 under which consumers in dispute with their telecoms provider must wait eight weeks after first lodging a complaint before seeking alternative dispute resolution (ADR). Currently, the waiting period is 12 weeks.

Ofcom requires all communications providers to be members of an ADR service. It provides two: the Office of the Telecommunications Ombudsman (Otelo); and the Communications and Internet Services Adjudication Scheme (CISAS). ADR services deal with cases referred to them by consumers who have unresolved complaints with their communications providers; they are empowered to make financial awards and/or may require the provider to take appropriate action.

Eight weeks is clearly an improvement – but (even aside of the 1 September implementation date) all this is unlikely to assist my friend and fellow blogger, Roger Darlington, whose Kafkaesque struggle with his internet service provider, involving whole days spent in a surreal swirl around the farthest reaches of ‘customer service’ in the attempt to get someone to admit liability and take responsibility for service failures, is now close to titanic proportions.


Written by Calvin

19/05/2009 at 1:39 pm

Posted in Telecoms regulation

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One Response

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  1. Thanks for your interest in my case, Calvin.

    I’m going to take this all the way.

    Roger Darlington

    20/05/2009 at 11:51 am

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