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Developing a Telecommunications Ombudsman

Developing a Telecommunications Ombudsman. Rosalind Stevens-Strohmann Chris Rowsell Oftel Internet Forum 23 March 2001. Objectives of consultation. Explore practicalities and feasibility of setting up Ombudsman scheme

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Developing a Telecommunications Ombudsman

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  1. Developing a Telecommunications Ombudsman Rosalind Stevens-Strohmann Chris Rowsell Oftel Internet Forum 23 March 2001

  2. Objectives of consultation • Explore practicalities and feasibility of setting up Ombudsman scheme • Encourage extension of membership and scope on a voluntary basis in anticipation of OFCOM

  3. Scope of Ombudsman • RVTD says there should be “fair, transparent, accessible and timely and inexpensive [dispute resolution] procedures” for fixed voice telephony, fax, and dial up Internet access. • White Paper says OFCOM: “should ensure that there is effective and accessible machinery for consumer redress, in the form of an ombudsman or something similar, if action by the industry does not meet this need.” • EU draft directive also indicates converged resolution of disputes.

  4. Who is the Ombudsman for? • Aimed at residential customers and small businesses • But anyone can use the service which is free of charge to the consumer • Proposed maximum value of dispute is £5,000

  5. Ombudsman’s role • Must be independent, effective, fair and publicly accountable • Initial, informal facilitation in disputes • but, where this fails: • Provide alternative dispute resolution with powers of investigation. • Consumer must have exhausted all company’s internal complaints procedures prior to approaching ombudsman

  6. Benefits of voluntary scheme • To companies • “Hallmark” of customer care • Opportunity to influence framework and mechanism for funding • Demonstrates to Government a commitment to consumers in anticipation of Communications Bill • To Consumers • Avoids confusion • Seamless service • Improves confidence in operator/provider

  7. Ombudsman consultation - timetable • Condoc published 15 March • Three month consultation period - ends 15 June • Public workshop planned for late April/early May • Oftel Statement 20 July • Scheme in place by April 2002

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