I am delighted to announce the publication of this statement, which sets out Oftel’s intention to see a Telecoms Ombudsman implemented over the next nine to twelve months - www.oftel.gov.uk/publications/consumer/ombu0701.htm. As you may know, I believe that it is essential to develop an Ombudsman scheme, and this initiative has my wholehearted support.

I would like to thank the telecoms industry for the commitment it has demonstrated over the past year, working with Oftel and consumer groups, to reach the point where we are ready to begin implementing a Telecoms Ombudsman.

In the statement I am calling for a voluntary, wide-ranging scheme, covering both fixed and mobile operators. I believe that membership of the Scheme will give a clear signal to consumers and Government that the industry is serious about customer care and protection.

The benefits to consumers of such a scheme are self evident: a one-stop shop for dispute resolution that is fair, effective and efficient. An industry-wide voluntary scheme will also minimise confusion and be flexible enough to cope with the fast-changing and innovative market.

There are also significant benefits to the industry of a voluntary wide-ranging scheme. Other voluntary Ombudsman schemes have shown that they can increase consumer confidence in the industry; protect and increase a member firm’s reputation and brand image; allow long-running intractable disputes to be resolved at a relatively low cost; provide general advice to members, thereby assisting improvements to internal complaints handling procedures; and, provide consistent, expert resolution on an impartial basis. Additionally, by implementing an effective and consumer-friendly Ombudsman scheme on a voluntary basis, the industry will demonstrate its commitment to consumers to the Government.

To facilitate the first stages of the Ombudsman’s implementation, I will be hosting a workshop on 12 September starting at 10am (details of a venue will follow). This will be attended by representatives of the industry and consumer groups with the aim of confirming the best way to move forward. We therefore need representatives that are able to commit their firms to the process. I would appreciate it if anyone company wishing to attend could confirm their attendance of a senior member of their team to David Parsons (telephone: 020 7634 8746, fax: 020 7634 8893 or e-mail: david.parsons@oftel.gov.uk).

Yours sincerely

David Edmonds

Director General of Telecommunications