Cancelling Orange contract early

Anoneemoose

diamonds wrote: »

As with all complaints register it with the regulator Ofcom, get a reference number & contact the chief executives office, they ALL hate Ofcom RECORDED complaints, it means they cant hide behind smoke an mirrors when Ofcom releases data on satisfaction performance of its licencee's. Which are hidden by complaints CODE OF CONDUCT that was approved by Ofcom - you scratch my back...

I think you'll find an OFCOM case is treated no differently from a normal complaint once in the Executive Office.

OFCOM do not investigate individual complaints.

diamonds

Its a shorthaul way of the Ofcom APPROVED code of conduct, no Telco wants to be paying hundreds of pounds out to a ENFORCED alternative dispute resolution. Doing such also allows Ofcom to record accurately & see 'patterns' of behaviour at licencees.

Recording your complaint via Ofcom is at the consumers discretion but we should all be doing such and being proactive, you expect the telcos or regulator to be proactive ? That's our job, proactivity forces Ofcom to take a stance, if Ofcom is not getting details of ALL complaints how can it do its function as a regulator correctly. It cant and because it does not want to, ENFORCE it. RECORD complaints with the REGULATOR. Watch standards raise because we made them rise.

CKhalvashi

Anoneemoose wrote: »

I think you'll find an OFCOM case is treated no differently from a normal complaint once in the Executive Office.

OFCOM do not investigate individual complaints.

I've still brought up individual issues with the regulator, as if everyone was to do this, the companies in question could be forced to improve.

9/10 times, I'm dealing with companies for a third party, but customer service, especially in this industry, is generally crap.

CK

diamonds

CKhalvashi wrote: »

I've still brought up individual issues with the regulator, as if everyone was to do this, the companies in question could be forced to improve.

9/10 times, I'm dealing with companies for a third party, but customer service, especially in this industry, is generally crap.

CK

Oh ^look a rare BRITISH type, proactive !!

Communication companies as a whole don't communicate well, effectively or fairly...and the COMMUNICATION regulator will keep letting them UNTIL WE ALL communicate to Ofcom exactly whats going on and Ofcom are as usual blackfronted or forced by EU regulation to change policy.

Its YOUR regulator and your EU, both receive your tax contributions to serve you the citizen of state/s. They are not in it for the goodness of their heart, that's called voluntary work NOT a public employee wage. Best people remind themselves governments are accountable to YOU.


Anyone off to Egypt for their summer holidays ?

CKhalvashi

diamonds wrote: »

Oh ^look a rare BRITISH type, proactive !!

Communication companies as a whole don't communicate well, effectively or fairly...and the COMMUNICATION regulator will keep letting them UNTIL WE ALL communicate to Ofcom exactly whats going on and Ofcom are as usual blackfronted or forced by EU regulation to change policy.

I'm not British, nor am I (legally, anyway) European :cool::D

What I'm saying, is that if we want something done about this, then we need to jointly action this with the regulator.

Anoneemoose

diamonds wrote: »

Its a shorthaul way of the Ofcom APPROVED code of conduct, no Telco wants to be paying hundreds of pounds out to a ENFORCED alternative dispute resolution. Doing such also allows Ofcom to record accurately & see 'patterns' of behaviour at licencees.

Recording your complaint via Ofcom is at the consumers discretion but we should all be doing such and being proactive, you expect the telcos or regulator to be proactive ? That's our job, proactivity forces Ofcom to take a stance, if Ofcom is not getting details of ALL complaints how can it do its function as a regulator correctly. It cant and because it does not want to, ENFORCE it. RECORD complaints with the REGULATOR. Watch standards raise because we made them rise.

Ofcom do not deal with ADR's that is (in Orange's case) CISAS. Yes OFCOM will record the details but they will not involve themselves in an individual complaint. It sounds like there has been an error made by the member of staff who transferred the OP to EE. The process in order to reverse this will be the bit that takes 5 days.

I can't imagine CISAS will touch this as long as OP is back online when they have advised or a close as reasonably possible. OP can't approach CISAS until after 8 weeks from when their complaint was first highlighted anyway - well they can but CISAS will tell them to wait.

In this case, the situation will be resolved by then with OP being reimbursed for line rental or similar that he paid for but couldn't use.

diamonds

Anoneemoose wrote: »

Ofcom do not deal with ADR's that is (in Orange's case) CISAS. Yes OFCOM will record the details but they will not involve themselves in an individual complaint. It sounds like there has been an error made by the member of staff who transferred the OP to EE. The process in order to reverse this will be the bit that takes 5 days.

I can't imagine CISAS will touch this as long as OP is back online when they have advised or a close as reasonably possible. OP can't approach CISAS until after 8 weeks from when their complaint was first highlighted anyway - well they can but CISAS will tell them to wait.

In this case, the situation will be resolved by then with OP being reimbursed for line rental or similar that he paid for but couldn't use.

?

Any complaint should be recorded Ofcom, I never mentioned making a complaint to any ADR just to record the complaint and approach Orange that way.

IN ANY TELCO COMPLAINT If the customer is not pleased with the apology, resolution offered or compensation or goodwill they CAN go to ADR. Or go straight to a small claims court.

I would Citizen Advice help and go to court, ADR is not a ombudsman in telecom - they are private companies, and that private company is paid for by the licenced Telco YOU are complaining about, its not independent and thus unacceptable Ofcom allow such to happen but until YOU have the power to change this, do not accept ADR, got to Citizens Advice and go to court, Ofcom will keep playing idiot regulator until you force a policy change. Is a decade plus of a idiot regulator not enough for PEOPLE to be proactive under UK legislation there to protect them ?

chanz4

Dont forget diamonds, their is a complaints process for a reason

diamonds

Oh you refer to the Ofcom approved Complaints Code of Conduct, the one that misses out Ofcom are meant to record complaints via the legislation set out for them by government ?


1 call to customer services, notify them on that call you give them 5 working days to resolve (they will fail mostly), call Ofcom & record complaint and your complaint is registered (as it should be) and miss out weeks and hoops of a flawed Complaints Code of Conduct and go to the chief exec office (of any company as under legislation the chief exec is legally accountable for the actions of every aspect of trading) and resolution should be forthcoming.


The "complaints code of conduct" is not legislation per say, same Lidl asking you to use tongs to pick up the rolls you are buying).


Do you think you or Ofcom/licencee give more a hoot than you of the flawed Complaints code of conduct ?


A chief exec is accountable to everyone connected to the organisation, Ofcom cant overrule that.

Complaints should be fed to the top via chief exec and filtered down - that's law, regardless of Ofcom denying that or officially recording complaints. You have control not them, but bu all means let them walk over you and question or challenge nothing like a good stiff upper lip :rollseyes:

Anoneemoose

diamonds wrote: »

?

Any complaint should be recorded Ofcom, I never mentioned making a complaint to any ADR just to record the complaint and approach Orange that way.

IN ANY TELCO COMPLAINT If the customer is not pleased with the apology, resolution offered or compensation or goodwill they CAN go to ADR. Or go straight to a small claims court.

I would Citizen Advice help and go to court, ADR is not a ombudsman in telecom - they are private companies, and that private company is paid for by the licenced Telco YOU are complaining about, its not independent and thus unacceptable Ofcom allow such to happen but until YOU have the power to change this, do not accept ADR, got to Citizens Advice and go to court, Ofcom will keep playing idiot regulator until you force a policy change. Is a decade plus of a idiot regulator not enough for PEOPLE to be proactive under UK legislation there to protect them ?

And as I said, just because the OP has got an OFCOM reference number will not make the slightest difference from if they were to complain through the normal channels - apart from maybe speaking to the Executive Office in less time.

Raise a complaint, yes but OP is likely to be without service for 5 days. Admittedly a pain in the rear, but not cancelling contract material. I'm not saying these companies should get away with things but small claims for this situation. What for? They will likely refund and charges he is billed for during the time he is offline.