A code of practice that sets out minimum standards for handling customer complaints against telcos will come into force courtesy of regulator Ofcom from 22 January next year.
The code is intended to ensure consistent standards of customer care are met and will give the watchdog powers to take action against providers that breach it. Telephone, broadband and mobile operators will be required to ensure that complaint resolution is fair and timely and that their procedures are transparent and accessible so that consumers can easily establish how to take action.
Ofcom chief executive Ed Richards told the Guardian: "We want to make sure that when something goes wrong, consumers are able to find out easily how to make a complaint and can be assured that their provider will be able to handle their complaint effectively."
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