ComReg has published its Decision for service providers on implementing a Customer Charter following a public consultation.
The Decision means internet and phone providers with a market share of 0.5% or more must:
- Prepare, publish and keep their Customer Charters up to date, and
- Measure and report their performance against these commitments to ComReg.
- Contacting customer service: Time commitment for trained customer service agents to respond via phone, chat, email, web form and post; and the role of Artificial Intelligence solutions.
- Connecting a new service: Timeframe for acknowledging and activating new service requests.
- Refunds: Commitment on the timeline for issuing refunds and type(s) of refund available.
- Service outages: Notification period for planned outages and timely updates for unplanned outages.
- Mandatory schemes for delays and issues with switching and porting and associated missed appointments and any other mandatory compensation.
- Any compensation for unmet commitments by service providers.
- General compensation offered by service providers.
- Refund policy
- Accessibility statement and accessibility information
- Complaints handling code of practice
- Contact details and hours of operation
