Developing a Telcommunications Ombudsman

Oftel has published a consultation seeking views on the practicalities and feasibility of setting up an industry Ombudsman.

The consultation document, published in March, looks at different questions to be addressed in settingseveral areas in setting up a Telecoms Ombudsman:

• the type and value of dispute to be covered by the scheme (Oftel has proposed a maximum value of £5000 as the scheme is intended primarily for residential consumers);
• how the scheme will be governed;
• how the scheme will be funded;
• ensuring that the scheme will be equally accessible to all;
• how the Ombudsman will work with other organisations.

Independent Ombudsman schemes play a vital role in raising service standards throughout industry. An Ombudsman helps raise consumers’ awareness of their rights, as well as providing a timely and effective service to resolve disputes when things go wrong. Oftel considers that these safeguards will help enhance the telecoms industry’s credibility.

To ensure the independence of the Telecommunciations Ombudsman, Oftel believes that the organisation it should be established as a separate company., A which all operators and service providers would then be invited to join the scheme. Membership of the scheme would provide a clear signal to consumers that telecoms companies were serious about customer care and protection.

The Ombudsman will be accountable to a Governing Board, appointed by the Director General, but neither the Director General nor the Board would be allowed to interfere with the Ombudsman’s decisions.

As part of the consultation process, Oftel held a public workshop in London on 11 May. The keynote speaker, Walter Merricks, Chief Ombudsman, Financial Ombudsman Service, highlighted the benefits of an Ombudsman scheme for both industry and consumers.

Independent Ombudsman schemes play a vital role in raising service standards throughout industry. An Ombudsman helps raise consumers’ awareness of their rights, as well as providing a timely and effective service to resolve disputes when things go wrong. These safeguards help enhance an industry’s credibility.

The views raised at the workshop and the responses received to the consultation are being carefully considered. Oftel will issue a Statement in July, setting out details of the scheme and a timetable for implementation. The intention is to have a scheme in place by April 2002.

For further details please contact Rosalind Stevens-Strohmann (tel: 020 7634 8743 / e-mail rosalind.stevens-strohmann@oftel.gov.uk)

Click here to view the consultation document.