Consumers should be able to see outcomes from complaints resolution schemes, Panel says
21 July 2011
Responding to the introduction of new rules to help customers resolve complaints, Communications Consumer Panel Chair Bob Warner said:
“New rules to compel telecoms providers to inform customers about their rights to complain are a significant step forward. But, consumers would benefit even more if they could see how many complaints are taken to Alternative Dispute Resolution (ADR) schemes, and how well companies are doing at resolving those complaints. Once the schemes are established, I would encourage Ofcom to look at ways in which the ADR schemes could publish the data so that consumers can make a real informed choice about which provider is best for them.”