Ofcom urged to take a fairer approach to telecoms regulation…
Paul Clark, CEO of Charter UK, the complaints management software provider, urges Ofcom to take the FSA’s approach to customer fairness when addressing complaints
“Whilst it is encouraging to hear that Ofcom is planning a crackdown on telecoms companies that lock customers into lengthy contracts, only to increase the fees after the first year, Ofcom needs to investigate how this has been allowed to happen in the first place.
Telecoms is not as tightly regulated as many other industries. In financial services, for example, the FSA expects businesses to demonstrate fairness to its customers through its Treating Customers Fairly (TCF) initiative. Even though the financial services industry clearly has its own scandals to deal with, it is taking steps to address its problems. The telecoms industry should take note and consider what lessons can be learnt from this positive approach.
To begin this process, telecoms companies need to take much greater ownership of the problem and achieve executive level buy-in. Once this has been achieved, it will be vital to implement the right systems, processes and changes to management culture in order to reduce the number of unresolved complaints being passed to Ofcom. It is a lengthy and complicated process, but one that is key to improving the image of the key players in this sector, and also the industry as a whole.”
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