26 February 2007
Telecommunications regulator Ofcom has announced that it may look into reorganising the consumer complaints system in the broadband sector following concerns that the proceedings take too long.
The move is thought to be prompted by the plight of the large number of Carphone Warehouse customers who have been left without broadband service 10 months after signing up for its 'free' broadband offer.
Currently, customers can only go to telecoms ombudsman schemes after attempting to resolve the issue with their broadband provider and reaching the 'deadlock' letter stage - where the provider refuses to take further action and the consumer still feels unsatisfied or when 12 weeks has passed without a conclusion being provided for the problems.
This is not only a frustratingly long time for the consumer to wait, but can also be costly as consumers may end up paying for up to three months' worth of services which they are unhappy with.
Speaking to the Financial Mail, an Ofcom source commented: "You could be getting TV, broadband, fixed and mobile phone from one provider and paying up to £200 a month. If it takes 12 weeks to get started on a dispute, the case could be worth £600 before the file is opened."
© 2008 Adfero Ltd
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