Ofcom Update: New help for consumers to resolve complaints

News /

Ofcom today confirmed plans to make it easier for consumers to exercise their right to take unresolved complaints to a free independent resolution service.

From next year, communications providers will have to include information of the relevant dispute resolution service on all paper bills.  They will also have to write to consumers whose complaints have not been resolved within eight weeks to inform them of their right to take their complaint to a dispute resolution service.

Ofcom is also establishing a single mandatory Code of Practice with minimum standards for how providers must handle complaints from consumers.  The Code of Practice will provide consistency in standards and will give Ofcom powers to take enforcement action against those providers who do not treat complainants fairly.

The full news release can be found here.

The statement can be found here.

Mark Burcher