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July 22, 2010

Ofcom seeks to improve broadband complaints resolution

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by Darren Allan

Every year a considerable number of broadband (and mobile) users have some sort of problem with their service.

And many of these complaints often remained unresolved, which is why Ofcom wants to step in and let consumers know of their right to contact a resolution service, the Guardian reports.

The Communications and Internet Services Adjudication Scheme (CISAS), and the Office of the Telecommunications Ombudsman (Otelo), are both approved dispute resolution providers.

Yet according to the Guardian, 4 out of 5 consumers who failed to resolve the trouble with their broadband or mobile phone within three months weren’t aware there was a third party they could turn to for help. You can actually take your complaint to CISAS or Otelo after just eight weeks.

At any rate, Ofcom is changing regulations so that all providers will be required to notify their customers of relevant dispute resolution channels on every paper bill.

Moreover, companies will have to write to customers after eight weeks of an ongoing issue not being solved, to specifically inform them of their rights in seeking third party dispute resolution.

The new regulations will come into play at the start of next year, with the written notification requirement to follow in July 2011. So for the moment, these organisations are going to remain something of a mystery to many needy broadbanders.

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