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The Internet Services Providers' Association (ISPA) has reiterated the industry's commitment to customer service.

Last week, Ofcom proposed new regulations which would require telecoms firms to automatically pay out to customers if they experience missed deadlines, slow repairs, or if an appointment is not kept.

The regulator believes this could result in as much as £182 million in extra compensation being paid out annually, with households set to get £30 if they wait in for an engineer, only for them to fail to arrive or for the appointment to be cancelled at short notice.

Responding to this announcement, ISPA insisted customer service is a priority for its members.

This, it said, is "borne out by Ofcom's own research that shows the overwhelming majority of consumers are satisfied with their communications services".

James Blessing,  the Chair of ISPA, also pointed out that its own consumer complaint data shows a "huge fall in numbers" over the last ten years.

This, he stated, demonstrates that broadband providers are "continually improving" how they deal with complaints.

However, Mr Blessing acknowledged that service standards will occasionally fall short of what customers expect.

ISPA therefore supports a "strong and fair consumer protection regime", he said.

Mr Blessing added that the organisation will "continue to work with its members to scrutinise the proposals and the potential for unintended consequences, and work with Ofcom to ensure that the UK broadband market remains competitive, transparent and effective".

According to research by Citizens Advice, consumers spend up to 218 million hours a year trying to deal with internet, TV and phone-related problems.

However, figures showed that more than half of those who have experienced issues did not seek redress.

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