Ref: 73/00
Date: 20 September 2000

Oftel today revealed plans for an independent Telecoms Ombudsman to resolve disputes between consumers and the industry.

Speaking at an industry seminar held by ICSTIS, the premium rate services watchdog, David Edmonds, Director General of Telecommunications, pledged his support for the scheme and urged telecoms companies to rise to the challenge.

He said:

"Oftel is keen to encourage co-regulatory initiatives where the telecoms industry, users and regulators work on a co-operative basis to ensure the best deal for consumers.

"The appointment of an independent Telecoms Ombudsman would show that the UK telecoms industry is serious about taking on more responsibility for resolving issues with customers, and will work with Oftel and consumers on more responsive and accessible initiatives.

"I have written to the Chief Executive Officers of all the major companies making clear my personal support for the scheme and encouraging them to commit their companies to it.

"I would like the industry to produce a comprehensive plan by the end of the year. The goal should be to have the post established by mid 2001."

The proposal for a Telecoms Ombudsman came about in response to consumer demand, and developed in recent workshops between the industry and consumer bodies.

Co-regulation is already being used in various areas of Oftel's work.

Oftel encouraged the industry to set up www.phonebills.org.uk, a website which helps residential consumers compare how much they would pay with different telephone companies in their area. Operators have also contributed to the Comparable Performance Indicators website, www.cpi.org.uk, for customers to see how their telephone companies perform.

Oftel will intervene if necessary to ensure that consumers are adequately protected and that informal regulatory initiatives are successful.

Note to editors

Encouraging self- and co-regulation in telecoms to benefit consumers is available on the Oftel web site at http://www.oftel.gov.uk/about/self0600.htm. Copies are available to the media from Oftel Press Office on 020 7634 8991 and to the public from Oftel's Research and Intelligence Unit on 020 7634 8761.

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