Oftel has set out a detailed timetable for the establishment of an independent Telecommunications Ombudsman in the first half of 2002.

In a Statement published in July, Oftel calls for a voluntary, wide-ranging scheme, covering both fixed and mobile operators. Oftel believes 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 Scheme will provide a one-stop shop for fair, effective and efficient dispute resolution, with obvious benefits for consumers.

There are also significant benefits to the industry. Ombudsman schemes have shown that they can increase consumer confidence which protects and increases members' reputations and brand image.

The Scheme will allow long-running intractable disputes to be resolved at a relatively low cost, help to improve internal complaints handling procedures and provide consistent, expert resolution on an impartial basis.

The Statement is available on Oftel's website at www.oftel.gov.uk/publications/consumer/ombu0701.htm

For further information about the Ombudsman scheme, please contact Rosalind Stevens-Strohmann (tel: 020 7634 8743/email: rosalind.stevens-strohmann@oftel.gov.uk)

Oftel will be hosting a workshop to begin the implementation process on Thursday, 12 September, starting at 10am. Full details can be obtained from David Parsons on 020 7634 8746.