April 3, 2017

Landline and broadband customers who suffer slow repairs, or missed deadlines or appointments, would receive money back from their provider, without having to ask, under plans published by Ofcom.

Ofcom is consulting on proposals for customers to be paid automatic compensation, in the form of a cash payment or a credit to their bill, whenever:

• their landline or broadband is not fixed quickly enough after it has stopped working; or
• their new landline or broadband service is not up and running on the day promised; or
• an engineer does not arrive for an appointment as scheduled.

Ofcom estimates that the plans would mean up to 2.6 million additional landline and broadband customers could receive up to £185 million in new compensation payments each year.

The Internet Service Providers’ Association responded as follows:

“Customer service is a priority for ISPA members, borne out by Ofcom’s own research that shows the overwhelming majority of consumers are satisfied with their communications services. ISPA’s own consumer complaint data shows a huge fall in numbers over a ten-year period which demonstrates that ISPs are continually improving their complaint handling.

“We understand that on occasion service standards may fall short of what is expected and so ISPA is supportive of a strong and fair consumer protection regime.

“ISPA will continue to work with its members to scrutinise the proposals and the potential for unintended consequences, and work with Ofcom to ensure that the UK broadband market remains competitive, transparent and effective.” To read Ofcom’s press release in full, click here. To read ISPA’s statement, click here.