Oftel launches new consumer guide

Oftel will publish its new consumer guide Your rights and choices as a telephone customer shortly.

The guide explains what services consumers may be entitled to. For example, all fixed line customers are entitled to itemised bills on request. Consumers with a disability have additional rights, for example priority repair of their fixed phone.

The guide also explains what consumers should do if they are not happy with their service.

In order to help consumers make the most of the choices available to them, the guide suggests points that consumers should consider when choosing a telephone company, for example when and how they use their phone.

Finally, it includes contact details for other useful organisations.

The guide has been produced following extensive research on design and content, and replaces the four separate consumer leaflets Oftel published in 2001.

For a free copy contact Oftel's Research and Information Unit (tel: 020 7634 8761 / e-mail: infocent@oftel.gov.uk) or see the consumer information.

Oftel can provide Braille, large print and Welsh-language versions on request.

The leaflet is also available from Citizens Advice Bureaux, Trading Standards Offices and libraries throughout the United Kingdom.

If you are an organisation providing advice to consumers, Oftel will be happy to provide you with a batch of leaflets for you to distribute.

Oftel is currently working on new consumer guides on mobile phone issues and Internet access, which will be published later in the year.