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UK consumers could benefit from the introduction of an ombudsman tasked with handling complaints within the broadband sector, it has been claimed.

Paul Clark, Chief Executive of Charter UK, said the current complaints management approach taken by Ofcom is "far from ideal".

The media regulator recently introduced new guidance to be followed by the Ombudsman Services (OS) and Communications and Internet Services Adjudication Service (CISAS) - both of which offer alternative dispute resolution to broadband subscribers.

However, Mr Clark expressed the view that a single body should be responsible for looking into broadband complaints - replacing the OS and CISAS.

"Clearly, there are problems in this sector that need to be resolved as a matter of urgency, and having two separate bodies looking into customer complaints will make it extremely difficult to achieve this goal," he stated.

"If the Financial Ombudsman Service can deal with complaints from across the entire financial services sector, then why can't a single entity handle complaints about landline, mobile phone and broadband providers?"

Mr Clark said that in any situation where large volumes of complaints recur, there is likely to be a 'root cause' that needs to be addressed.

"The telecoms industry therefore needs a single, unified ombudsman to address these issues, so that customers can receive the redress that they deserve, and so that telecoms companies can identify the root cause of any complaints much more quickly and efficiently," he stated.

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