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Ofcom to investigate complaints handling processes

Posted by malcolm on Thursday, February 14th, 2013 at 14:04

Ofcom has decided to launch a monitoring and enforcement programme to assess Communications Providers’ compliance with the requirements for adequate complaints handling procedures and awareness-raising of Alternative Dispute Resolution.

Under General Condition 14.4 of the General Conditions of Entitlement to provide public electronic communications services, Communications Providers must have and comply with procedures that conform to the Ofcom Approved Code of Practice for Complaints Handling when handling complaints made by domestic and small business customers. The Ofcom Approved Code of Practice and accompanying guidance includes requirements on transparency, accessibility and effectiveness. It also establishes a requirement for Communications Providers to include relevant information about ADR on consumers’ bills and to write to consumers whose complaints have not been resolved within eight weeks to inform them of their right to go to ADR.

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