According to Oftel, the service has met its rigorous criteria to provide a free, independent and effective service to consumers who are unable to resolve complaints directly with their telephone company.
Known as Otelo, the Telecoms Ombudsman has been operating since January 2003, and has already dealt with complaints including mis-selling, billing and customer service issues. It is not a Government body; instead, it is industry funded, because the recently passed Communications Act requires public communications providers to offer an alternative dispute resolution procedure to their customers, other than their own internal complaints system. These procedures must be approved by Oftel, soon to be replaced by Ofcom.
Nineteen companies have signed up to Otelo, representing 95% of the fixed line market and 30% of the mobile market. Several other companies are said to be in the process of signing up to the service. This will increase the number of consumers who are eligible to take advantage of the service – because it cannot handle complaints from customers of non-member companies.
David Edmonds, Director General of Telecommunications, said today:
"I am delighted that the Ombudsman service has been given a seal of approval by Oftel and the Government as a fair and speedy service for settling consumer complaints. This is excellent news for consumers who can use Otelo to help resolve disputes they are unable to resolve with their service provider."
He concluded:
"I want to see other companies sign up to Otelo or come forward with their own proposals to resolve consumer complaints, and which meet the same standards as Otelo."
For further information on Otelo, see: www.otelo.org.uk