New Ofcom Rules for Telecoms Providers

Ian011

After two years of consultations (at least four separate consultations), followed by a long notice period (a whole year), Ofcom's revised General Conditions came into effect today, 1 October 2018. They apply to all telecoms providers operating in the UK. This is a major rewrite of the rules with dozens of important changes.


One provision now requires a telephone number for complaints. Other regulations require that the telephone number starts 01, 02, 03 or 080. The relevant Ofcom condition is copied below.

Identifying and receiving complaints
3. Regulated Providers must ensure that all staff who communicate with Relevant Customers receive training on how to identify a Complaint.

4. A Regulated Provider must allow Relevant Customers to make Complaints by at least the following three means:
(a) a Telephone Number which is either a ‘free to call’ number or a number charged at the equivalent of a geographic call rate;
(b) a UK postal address; and
(c) either an email address or an internet web page form dedicated to allowing Relevant Customers to lodge Complaints.

5. The means by which a Regulated Provider accepts Complaints:
(a) must be well publicised and readily available; and
(b) should not unduly deter Relevant Customers from making a Complaint.

A number of telecoms providers are now seen to be in breach of this condition, as well as in breach of several others.


Another part of the changes requires Caller Display information to be provided at no charge and imposes requirements on telecoms companies to block calls with invalid numbers in the CLI data.



See also:
- https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/new-rules-protect-consumers
- https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/telecoms-competition-regulation/general-conditions-of-entitlement
- https://www.ofcom.org.uk/__data/assets/pdf_file/0021/112692/Consolidated-General-Conditions.pdf