Phone and broadband customers should get an “improved experience” when making complaints under new measures introduced by telecoms regulator Ofcom.
Customers unable to resolve disputes with their landline, mobile phone and broadband providers can seek help from independent Alternative Dispute Resolution schemes.
Using these ADR schemes is free to customers and Ofcom currently approves the use of schemes operated by Ombudsman Services: Communications (OS) and the Communications and Internet Services Adjudication Service (CISAS).
The regulator’s new measures require both services to use a set of common principles and adopt common compensation guidelines to ensure decisions are fair and consistent.
Claudio Pollack, Director of Ofcom’s Consumer Group, said: “Effective redress for consumers is essential and by providing a free, independent service to consider disputes, ADR schemes play a key part in this.
“OS and CISAS have agreed to the new decision making principles, and Ofcom has therefore continued its approval of both of these ADR providers.”