Ofcom introduces enhanced broadband complaints service
Ofcom has announced the launch of new alternative dispute resolution (ADR) measures to help process complaints from broadband customers more effectively.
The new ADR schemes will act as an independent middleman between providers of internet, landline and mobile phone services and their customers in cases where a complaint cannot be resolved.
Ombudsman Services and the Communications and Internet Services Adjudication Service have been selected as the Ofcom-approved providers of ADR services, having committed to adhering to the regulator's decision-making principles.
This will help to avoid any potential inconsistencies arising in the way broadband customer complaints are handled, while also ensuring fair decisions on compensation are reached.
Claudio Pollack, director of Ofcom's consumer group, said: "Effective redress for consumers is essential and by providing a free, independent service to consider disputes, ADR schemes play a key part in this."
Ofcom has also been making efforts over the last few months to improve protection for broadband customers by ensuring that providers advertise their speeds in a more accurate manner.