Mae Ofcom yn defnyddio cwcis i sicrhau eich bod yn cael y profiad gorau ar ein gwefan. Os ydych chi’n parhau heb newid gosodiadau eich porwr, byddwn yn cymryd yn ganiataol eich bod yn cytuno i’n defnydd ni o gwcis. Dyma ragor o wybodaeth am ein polisi cwcis.
Customer Codes of Practice for handling complaints and resolving disputes
17 Hydref 2006
Section 52 of the Communications Act 2003 places a duty on Ofcom to set general conditions to ensure that communications providers establish and maintain procedures to, amongst other things, handle complaints and resolve disputes between them and their domestic and small business customers.
Under GC14.4 communications providers must have and comply with procedures that conform to the Ofcom Approved Code of Practice for Complaints Handling when handling complaints made by domestic and small business customers. A copy of the Code of Practice and accompanying guidance has been provided below.
Under General Condition 14.5 providers are obliged to implement and comply with a dispute resolution scheme ('ADR').
There are penalties for non-compliance with General Condition 14. Under Section 96 of the Act, Ofcom may impose a penalty of up to ten per cent of turnover for failure to comply with a formal notification within the time period specified.