Consumers who make spurious complaints about their broadband service should be made to pay costs, according to one service provider.
Paul Heritage-Redpath, Product Manager at Entanet, said it is wrong that broadband providers are forced to fund alternative dispute resolution even when a customer's dispute is rejected.
He explained that this can amount to several hundred pounds per case, yet consumers face no charge - even where the broadband provider has no case to answer.
"Elsewhere in English law it is commonplace that the losing party pays for the costs," Mr Heritage-Redpath stated.
"We believe this would be a more appropriate solution."
Regarding the recently published Ofcom guidance for effective complaint management - which applies to the Ombudsman Services and Communications and Internet Services Adjudication Service - he claimed that the regulator has "the best of intentions".
However, Mr Heritage-Redpath accused the body of providing little in the way of detail.
"Ofcom must recognise that strong guidelines must be given in order to unify the two schemes to achieve a level of consistency," he claimed.
"Not doing so shows Ofcom to be rather toothless in this area, leaving the schemes to potentially diverge further from [its] wishes."