Ofcom speeds up comms complaints process
By Maggie Holland,
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.
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