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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."

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