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July 16, 2008

Customers should find it easier to complain


by David Allen

It has been a while in the pipeline but finally the communications regulator, Ofcom, has come up with a solution which will shake up the way that customer complaints are handled by the internet service providers.

Basically what Ofcom have said is that it will be taking a month off of the time that customers are required to wait before lodging a complaint with the appropriate dispute resolution scheme (ADR).

But this still means having to wait at least two months before they can take it further in order to get problem resolved.

If a company fails to comply with the regulations, then they could be fined by Ofcom anything up to ten per cent of their relevant turnover.

They are required to keep all records of complaints for at least fifteen months in order that this can be monitored by Ofcom, should this problem arise.

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