HomeInsightsOfcom seeks initial views on new rules for automatic compensation for consumers.


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Ofcom has published its initial views on automatic compensation and is inviting comments on how it might be implemented.

In February 2016, Ofcom set out its interim conclusions from its Strategic Review of Digital Communications in which it indicated the need for the communications sector to deliver a significantly better quality of service.  Ofcom identified automatic compensation for consumers when things go wrong with their communications services as one of a number of actions it would take to help to deliver this.

Ofcom is now seeking views from stakeholders to help inform potential future proposals for new rules on automatic compensation.  The aim of these new rules would be to protect consumers from the negative impacts that service quality problems can cause and to incentivise providers to deliver to higher standards.

Responses to Ofcom’s preliminary views, alongside other evidence and analysis, will help inform a planned consultation on automatic compensation rules towards the end of this year.

Ofcom then expects to issue a final decision, including a timeframe for implementation if appropriate, next year.

The call for input closes on 22 July 2016.  To access the call for input document and for details as to how to respond, click here.