Ofcom Boosts Awareness of Complaints Procedure

UK regulator Ofcom has ordered ISPs and mobile service providers to notify customers that they can take their complaints to a free, independent resolution service.

Ofcom set up the two approved resolution services - the Communications and Internet Services Adjudication Scheme (CISAS), and the Office of the Telecommunications Ombudsman (Otelo) - some time ago, but has been forced to issue the new directive after recent figures revealed that 77 per cent of customers whose complaints remained unresolved were not aware that the services existed.

The regulator has told mobile and broadband service providers to provide information about the two resolution services on the printed bills they send out to consumers.

Companies have also been ordered to individually call every customer that has recently made a complaint, informing them that they have the right to register their complaint with the relevant resolution service.

In a statement to tech news site PC Pro, an Ofcom spokesperson said: “At the moment each provider has its own complaints code of practise, but we plan on having a central standardised code that everyone will have to adhere to.”