ComReg launched a further consultation in January on its proposals for implementing a Customer Charter for providers of internet and phone services. The closing date for submissions is 20 February 2025.
In March 2023 ComReg issued a consultation (Consultation 23/14) and sought views on ComReg’s proposals for implementing a Customer Charter. We received fifteen responses.
ComReg proposes to maintain several original preliminary views set out in the consultation (23/14). But having taken account of the views of respondents, we have revised some and are further consulting on these.
The proposals would mean that Service Providers with a market share of 0.5% or greater would be required to:
- Prepare, publish and regularly update a Customer Charter in accordance with ComReg requirements; and
- Measure their performance against the standards set out in its Customer Charter and report to ComReg on performance in the format specified.
- Customer Service - contact channels and response times
- Connecting a new service
- Refunds
- Service outage information
- Compensation
- Accessibility
- Complaints Handling
- Other Information
- that Service Providers can have more flexibility with information related to quality-of-service levels for specific categories of customer service (“Commitments”);
- revised wording for situations where Service Providers do not offer any Commitments;
- reorganising the Charter sections to prioritise customer service level information at the top;
- adding a section for refunds, end-user compensation and accessibility. And removing categories related to disconnections for non-payment of bills and switching;
- that the Commitment period is quarterly, requiring Service Providers to publish a Charter with quarterly Commitments;
- that a Service Provider can sign off on performance measurement and auditing reports to ComReg using a company officer's confirmation instead of requiring an independent auditor's statement.
