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Review of Alternative Dispute Resolution and Complaints Handling Procedures

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Ofcom invites written comments on the questions raised in this consultation, to be submitted to Ofcom by 5pm on 4 October 2008. Ofcom strongly prefers to receive responses in electronic format. This web form will allow you to indicate your data protection preferences and send your views to the team responsible for this consultation.

Cover sheet for responses

Basic Details

Consultation: Review of Alternative Dispute Resolution and Complaints Handling Procedures

To (Ofcom contact): Alan Pridmore

Fields marked with * are required.

Your detailsTitle
Forename
Surname*
Representing*
Organisation (if applicable)
Email*

ConfidentialityWhat do you want Ofcom to keep confidential?
If you want part of your response kept confidential, which parts?

Confidential Responses Only

If you want part of your response, your name or your organisation to be confidential, can Ofcom still publish a reference to the contents of your response (including, for any confidential parts, a general summary that does not disclose the specific information or enable you to be identified)?

Ofcom may publish a response summary Yes No

Declaration

I confirm that the correspondence supplied with this cover sheet is a formal consultation response. It can be published in full on Ofcom's website, unless otherwise specified on this cover sheet, and I authorise Ofcom to make use of the information in this response to meet its legal requirements.

I confirm that I have read the declaration*

Ofcom seeks to publish responses on receipt. If your response is non-confidential (in whole or in part), and you would prefer us to publish your response only once the consultation has ended, please tick here:

Ofcom should only publish this response after the consultation has ended

Question 1: Do you agree with the following definition of Complaint: "Complaint means an expression of dissatisfaction made to a Communications Provider related to its products or services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected."
Question 2: Do you agree that a consumer should have the right to go to ADR: (a) eight weeks after a complaint is first received by a CP OR (b) earlier, if a CP has issued a deadlock letter.
Question 3: Do you agree with our preferred Option 4 that a CP should be required to give written notice about ADR: (a) Within five working days after the Communications Provider received the Complaint, unless the complaint has been resolved at the first point of contact - (If a consumer contacts a CP again about a matter which the CP reasonably believed to be resolved at first contact then notice should be given at that time) AND (b) eight weeks after the CP first receives the complaint, earlier if the complaint is resolved or when the CP issues a Deadlock Notice.
Question 4: Do you agree that the notice about ADR which CP should give must be: (a) be in writing in a durable form be in plain English, clearly written and concise. (b) include a reference for the complaint, include details of the ADR Scheme which the CP is a member of, including contact details, (c) and summarise when the consumer has the right to go to ADR Scheme and the role of the ADR Scheme.
Question 5: Do you have any comments on the criteria which we propose we will use in our future review approval of the ADR Schemes?
Question 6: Do you agree that CPs' should be required to comply with a single Ofcom Approved Complaints Code of Practice which sets out high level mandatory standards for complaints handling?
Question 7: Do you agree that CPs should be required to keep a log of all complaints? We could require CPs to log complaints when they are first received and as they are handled. These records must include as a minimum for each Complaint a log setting out: (a) details of the Complainant, including their name and address. (b) the date on which the Complaint is first received. (c) a description of the Complaint. (d) and a description of how the CP deals with the Complaint.
Question 8: Do you agree that three months from publication of the Statement for this Review is a reasonable period to implement the changes proposed in this Consultation Document?
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Review of Alternative Dispute Resolution and Complaints Handling Procedures

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Cover sheet for responses

Basic Details

Confidential Responses Only

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