Ofcom Sets New Policies for ISPs
Telecoms regulator, Ofcom proposes some new strategies for the Internet Service Providers. They include friendly problem seeking and faster solving of the complaints.
Ofcom reports that customers are suffering from serious problems in fixing their troubles with broadband. They often find it difficult to discuss it with their providers.
Ofcom is now seriously planning to impose some rules so that ISPs would deal customer related problems faster and precisely. The new rules will help the customers to fix their problems easily.
At the moment, as per Ofcom reports, they receive at least 1,000 complaints each month from unsatisfied broadband customers. Most of the complaints are about the negligence from the part of providers.
Ofcom states that even after 12 months, more than a quarter of the complaints are not solved by different providers. Customers even strive hard to bring to notice of the providers their problems. To make a compliant is frustrating for many.
Ofcom says that although many people are not aware about the scope of ‘Alternative Dispute Resolution’, the some those who depend on it find their problems got considerable observation from providers. ADR leaves the cases with separate organizations to care for.
Ofcom is putting forward some new plans so that customers will not find it difficult to make their complaints.
Broadband providers should have a good ear to their customers and all the complaints should be answered. Good standards must be kept by providers in the matter of complaints’ dealing.
Ofcom demands Broadband providers to inform the people about their chances with Alternative Dispute Resolution. Providers should add details about this on bills and letters. By this, people will be given right to use ADR within eight weeks of their complaint.
Ofcom says, all these are set on only one code and that is ‘customer satisfaction’.
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