Complaints handling

Consumers are not being given effective dispute resolution by the communications sector and are unaware of how complaints are handled, according to proposals from communications regulator Ofcom. In order to address these issues, the regulator intends to introduce guidelines to ensure that communications providers write to consumers who have made a complaint to tell them they have a right to alternative dispute resolution. Communications providers will also be responsible for keeping records of all complaints for 15 months to allow Ofcom to monitor compliance and undertake enforcement action.