UK regulator Ofcom has proposed a number of changes to its general rules for service providers aimed at alleviating problems with nuisance calls, complaints handling and billing problems. If approved, the changes would take effect from 01 October 2018. They are open for comment in a public consultation until 14 November.
The proposals include banning providers from charging for caller display facilities, which can help people to screen nuisance calls. Providers would also be required to identify and block calls with an invalid or non-diallable number.
Ofcom also proposed a new requirement for all communications providers to have clear, effective policies and procedures for identifying vulnerable customers – such as people with learning or communication difficulties or those suffering physical or mental illness or bereavement – to ensure they are treated fairly and appropriately. In addition, providers would have to offer disabled users access to priority fault repair, third-party bill management and accessible bills. These measures previously applied only to landline and mobile services for disabled customers, and will now extend to broadband.
The regulator also called for better complaints handling rules, to ensure that complaints are dealt with promptly and effectively, and consumers are kept informed about the progress of their complaint, with faster access to dispute resolution services in cases where they reach deadlock with their provider.
Furthermore, broadband and mobile providers would be required to have fair and transparent debt-collection and disconnection practices in place. This requirement already applies to landline providers. Ofcom also wants to extend current rules on billing accuracy for voice services to include broadband.
Other issues covered in the consultation include increased powers for Ofcom to withdraw phone numbers found to be used for nuisance calls or fraud and draft guidance on how providers should handle customer requests to cancel their contracts.
