Telecos will have to give automatic compensation

BT this one smallOfcom is to introduce a range of measures designed to ensure that all phone and broadband companies provide the quality of service that customers expect – including the introduction of automatic compensation for consumers and businesses when things go wrong.
Under the three-point plan, broadband, landline and mobile customers will no longer have to seek redress themselves, but will instead receive refunds automatically for any loss or reduction of service.
The move was announced as the regulutor revealed it had stopped short of recommending splitting BT’s Openreach business away from BT, but said it needed to be reformed to offer consumers and businesses a choice of networks and a better quality of service.
It said the division will be forced to open up its service to competitors and face tougher, minimum requirements to repair faults and install new lines more quickly. These will build on measures introduced by Ofcom in 2014, but will set higher minimum standards and extend to other aspects of performance, such as how often faults occur.
Ofcom will also introduce performance tables on quality of service, identifying the best and worst operators on a range of performance measures so that customers can shop around with confidence.

Print Friendly