Consumers granted a swifter resolution to telecoms complaints

Ofcom today announced new rules to reduce the time consumers have to wait to seek an independent resolution to their disputes with communications providers from 12 weeks to 8 weeks, effective from 1st September 2009.

Michael Phillips, product director at BroadbandChoices.co.uk commented: "Making a complaint is never an easy process but these new rules will be a huge help to consumers who have been forced to take their dispute to a third party to get it resolved.

"Part of the problem is that most consumers don't actually have any idea how to effectively complain. Our site is inundated with questions from users who have tried to dispute something with their provider and have hit a brick wall - in many cases, they simply let the matter drop because the process becomes so exhausting.

"By following some simple steps consumers can cut through the unnecessary hassle and stand a much better chance of having their complaint quickly resolved. Our 12 steps to a successful complaints procedure are below."

Be wise before the event. Even if your relationship with the ISP is running smoothly, make sure that your paperwork is in order. Keep your bills filed in chronological order and keep all correspondence between yourself and the ISP.

Use bank statements to add credibility to your claims, particularly those concerned with billing errors.

Insist on having the official complaints procedure explained to you before you enter into a dispute.

Maintain a call log detailing each call that you made to your ISP. Include such details as the time and date of the call, and the name of the person that you spoke with.

Remember any passwords or keywords that you might need, your claim will lack credibility if you forget these.

Always approach your ISP first with any complaints or grievances. Tell them, in writing, that you wish to enter into an official complaints procedure.

Assume nothing. If you wish to terminate your contract and migrate, inform your ISP both on the phone and in writing.

When communicating with your ISP, be both patient and personable. Don't raise your voice or get irritable.

Make sure that you're targeting the correct department and the right people with your complaints.

Insist on written confirmation of any changes to your contract, or any verbal agreements that are made over the phone.

If you're struggling to resolve an issue with your ISP, contact Cisas or Otelo, and ask them to advise you on the next step you should take.

If all else fails, get legal help - Which? Legal Services provides low cost, smart consumer legal advice