News : Ofcom Reveals Plans to Improve Provider Customer Service
London, UK, June 12, 2015 -- Ofcom has announced plans to ensure communications service organisations take customer service seriously and make the job of switching provider a simpler process.
Ofcom chief executive Sharon White explained to a Which? conference audience: "When Ofcom was established, access to a reliable internet connection or mobile phone was a 'nice to have'. Now it is essential to the functioning of the economy, to the way people work and live their lives."
"Improving delivery to consumers doesn’t just fall at the feet of the regulator. The delivery of first class communications services is primarily the responsibility of providers," she added.
Although she explained that service levels had improved, it is still too difficult for customers to change or cancel broadband, mobile phone or other communications-led service contracts.
White continued: "Our job is to ensure that markets work for consumers and citizens, principally by encouraging competition. Where markets don't work well enough - or where competition alone isn't enough to secure good outcomes for consumers - then we have powers to intervene.
"We have set the bar high for ourselves but also for industry. If we deliver then everyone benefits: consumers and citizens of the country and the businesses who deliver the services we regulate."
The key focuses of Ofcom's strategy are to ensure service providers give clear and accurate information to consumers so they are able to compare different tariffs easily, make the process of switching provider easier, advertise clear and fair terms without hidden charges and handle complaints more efficiently.
Ofcom will investigate into the provider if a company breaks the rules and will roll out an enforcement programme to ensure providers stay in line.
White concluded: "This will make a real difference for consumers and will encourage more people to take full advantage of competition in the sector. Once this is in place we will next month turn our attention to improving consumer switching between mobile networks."
Posted by Veronica Silva Cusi, news correspondent
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Ofcom is the UK's communications regulator.
Published: Monday, June 15, 2015