Ofcom speeds up comms complaints process

Customer complaining, call centre resolving, happy customer sequence

Those experiencing issues with their communication providers will have to wait less time before getting independent help under new dispute rules outlined today by industry regulator Ofcom.

However, while the new plans slash the complaints process by four weeks, it still means disgruntled users have to give service providers eight weeks in which to resolve issues before seeking outside help.

Today, there is a 12-week wait before a complaint can be escalated to a dispute resolution service. From the beginning of September, the grace period giving providers the chance to make good on problems will be slightly less forgiving.

"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," Ofcom's chief executive, Ed Richards, said in a statement.

Maggie Holland

Maggie has been a journalist since 1999, starting her career as an editorial assistant on then-weekly magazine Computing, before working her way up to senior reporter level. In 2006, just weeks before ITPro was launched, Maggie joined Dennis Publishing as a reporter. Having worked her way up to editor of ITPro, she was appointed group editor of CloudPro and ITPro in April 2012. She became the editorial director and took responsibility for ChannelPro, in 2016.

Her areas of particular interest, aside from cloud, include management and C-level issues, the business value of technology, green and environmental issues and careers to name but a few.