Ofcom proposes changes to complaints procedures

Consumers could find it easier in future to bring complaints against communications companies such as internet service providers (ISPs).

Ofcom has proposed to shake up the way the current mediation process is handled; including shaving a month off the time people must wait before they can file a complaint with the appropriate dispute resolution (ADR) scheme.

The regulator, which has now launched a consultation, receives thousands of complaints every week from consumers dissatisfied with their provider.

Ed Richards, Ofcom’s chief executive, said: “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.”

Its research shows that consumer awareness of complaints handling procedures is low; less than 50 per cent of people are aware of the communications providers’ Ofcom-approved Codes of Practice for Complaints.

Fewer than two in ten are aware of the two free alternative ADRs. These are Cisas and Otelo and all communications providers must be a member of one or the other; but consumers who want to use them feel the current waiting period of 12 weeks from the start of a dispute is too long.

Ofcom has proposed reducing this waiting time to eight weeks. It will also require communications providers to write to consumers who have made a complaint to tell them that they have the right to ADR.

Ofcom has also proposed an Approved Complaints Code of Practice with which all communications providers will have to comply. In addition it has proposed the introduction of appropriate limits on complaint call charges.

If a communications provider doesn’t comply with the regulations Ofcom is able to fine up to 10 per cent of its annual relevant turnover. It therefore wants providers to ensure that records of complaints are kept for 15 months.

The consultation runs until 4 October 2008 and Ofcom hopes to publish its statement in early 2009.

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