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Ofcom is undertaking a review of the complaints process currently in place for broadband customers.

Complaints from broadband subscribers are currently channelled into one of two Alternative Dispute Resolution (ADR) schemes - Otelo or CISAS - depending on their provider.

The regulatory body is looking into the length of time it takes for grievances to be dealt with, but has warned that a change to the average waiting time could still mean a wait of eight weeks, as supposed to the current period of 12 weeks for some customers.

Ofcom chief executive, Ed Richards, commented: "Effective complaints handling and an accessible scheme for resolving disputes ensure that individual consumers are able to seek redress when things go wrong.

"Inadequate or inappropriate procedures can cause significant harm and detriment to consumers."

Ofcom is expected to publish a statement addressing any changes by early next year.

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