First Telecoms Ombudsman appointed

Elizabeth France has been appointed the first Telecommunications Ombudsman.

Her appointment was announced by the Council of the Telecommunications Ombudsman Service on 13 June.

Elizabeth France - who is currently the Information Commissioner, with responsibility for the enforcement of the Data Protection Act and the Freedom of Information Act - will take up her post at the beginning of October.

Elizabeth France said: "Setting up this new service presents an exciting challenge. I am looking forward to working with the Council and the industry to establish a first-class service for members' customers."

David Edmonds the Director General of Telecommunications, said he was delighted that Elizabeth France had been appointed and that she brought the necessary credibility and clout to the job."

The Telecoms Ombudsman Service will consider complaints about fixed and mobile telephony services from residential and small business customers. The Service will be located in the northwest of England, and is expected to open its doors for business at the beginning of 2003.

The Ombudsman Service will be free to consumers as it will be funded by the industry. It will consider complaints relating to amounts up to £5,000, to ensure that it is used by residential and small business consumers as intended.

The Ombusman will have the power to investigate billing and contractual disputes, and to award compensation in certain cases.

While membership of the Ombudsman Service will be voluntary, Oftel is confident that most telecoms companies will join the scheme.

The draft Communications Bill contains provisions for a statutory Ombudsman Service to be set up if there is not a voluntary service in place. But Oftel believes that the industry will see the benefits of the voluntary Ombudsman Service, for example increased confidence among consumers.