In a move which is certainly in favour of broadband users around the UK it has been revealed that Ofcom is set to cut the period assigned to solve disputes before consumers can complain to the regulators. Currently Internet Service Providers (ISPs) have 12 weeks to sort out any problems with their customers before the customer has the right to complain to the regulator. While Ofcom oversees all activities within the telecom industry it is regulatory organisations such as Otelo which actually handle customer complaints.
Even though the vast majority of broadband customers around the UK have very few if any problems with their Internet Service Providers, the few that do have significant issues will now be able to complain officially to the regulator after only 8 weeks. The move has been welcomed by consumer groups and places yet more pressure on the ultra-competitive ISP sector in the UK, ensuring that consumers receive the best possible service at all times.
It will be interesting to see how the reduction from 12 weeks to 8 weeks actually impacts in practice and whether we do in fact see a significant increase in complaints. After a period of relatively light touch regulation the broadband sector is coming under greater scrutiny from the authorities.