New help to resolve phone and broadband complaints

In 2009, approximately 3 million consumers failed to resolve complaints with their phone and broadband provider after 12 weeks, despite a free Ofcom-approved resolution service being available to them from one of two providers - CISAS and Otelo.

In addition, three quarters (77 per cent) of those consumers were also unaware that the resolution service existed to independently investigate their unresolved complaints.

From next year, communications providers will have to include information of the relevant dispute resolution service on all paper bills. They will also have to write to consumers whose complaints have not been resolved within eight weeks to inform them of their right to take their complaint to a dispute resolution service.

Ofcom research shows that dispute resolution services improve the outcome for those consumers who would otherwise fail to pursue complaints out of frustration with their provider's response or lack of response. For example, of those complaints about mobile providers that were not resolved within 12 weeks, 91 per cent of complaints were subsequently resolved when taken to a dispute resolution service, compared with 51 per cent of complaints where the consumer did not go to a dispute resolution service.

Minimum standards for complaints handling

Ofcom is also establishing a single mandatory Code of Practice with minimum standards for how providers must handle complaints from consumers. The Code of Practice will provide consistency in standards and will give Ofcom powers to take enforcement action against those providers who do not treat complainants fairly. The Code will require providers to ensure the fair and timely resolution of complaints, and have procedures that are transparent and accessible so that consumers can easily find out how to make a complaint.

The new Ofcom Code of Practice will come into force on 22 January 2011. The new requirements to improve awareness of dispute resolution services will come into force on 22 July 2011.

Ofcom Chief Executive, Ed Richards said: "We want to make sure that when something goes wrong, consumers are able to find out easily how to make a complaint and can be assured that their provider will be able to handle their complaint effectively."