Ofcom has today announced proposals for a number of improvements to the “General Conditions of Entitlement” rules that apply to all UK communications providers. These relate to nuisance calls, complaints, billing, debt collection, disabled people and vulnerable customers and are planned to come into force from 1 October 2018
In summary, the new rules will:
- ban communication providers from charging for caller display facilities, which can help people to screen nuisance calls.
- introduce a new requirement for all communications providers to have clear, effective policies and procedures for identifying vulnerable customers
- require all communications providers to offer disabled users access to priority fault repair, third party bill management and accessible bills.
- strengthen the complaints handling rulesto ensure that complaints are dealt with promptly and effectively.
- require broadband and mobile providers to have fair and transparent debt-collection and disconnection practices in place.
- extend current rules on billing accuracy.
The rules are under consultation from now to 14th November 2017. AIME will be running workshops for members that are affected to ensure our consultation response is clear and effective.