Ofcom pushes for better complaints procedures

Ofcom is taking steps to ensure communications providers improve their handling of customer complaints after research showed a “significant” number of people have problems resolving these.

The regulator said its latest study showed that nearly a quarter of the population had made a complaint to a mobile, broadband or landline provider during 2009.

However, three million people’s complaints (30 per cent) were still unresolved 12 weeks later, resulting in financial hardship or unnecessary stress.

Ofcom, which has a duty to oversee complaints procedures under section 52(3) of the Communications Act 2003, said it was receiving about 1,000 complaints a month. It wants providers to put in place some basic minimum standards for handling complaints.

These include providers publishing complaints procedures in an accessible place on their website and setting out established time frames for complaint resolution.

The watchdog also said many people were unaware of the advice and help available through free alternative dispute resolution (ADR) schemes such as Cisas and Otelo. It said information about ADR must be put on all consumer bills.

Providers must also write to consumers whose complaints have not been resolved within eight weeks to inform them of their right to use these services.

Ed Richards, Ofcom chief executive, said: "Consumers should be able to expect their provider to try and address complaints and, where the complaint cannot be resolved, they should be made aware of their right to a free and independent dispute resolution service.

Ofcom said it was also considering what future steps it may take to improve transparency of the providers’ performance when handling consumer complaints.

It has launched a public consultation, which closes on 12 March, outlining more information on these proposals.