Ofcom Code of Practice

Alternative voluntary industry code of practice laid out by BT, Sky and Virgin Media, falls short of what Ofcom had previously suggested.

22:13 23 August 2017

BT, Sky and Virgin Media has been criticised by Citizens Advice after it emerged that they have put forward an alternative, voluntary code of practice to govern how consumers are compensated for broadband service problems.

 

Ofcom had previously suggested £10 per day compensation for a complete loss of service. ISPs proposed £7. For delayed installation, Ofcom wanted £6 per day beyond the date committed to in writing but the ISPs want to lower it down to £4 and would only become payable if the customer subsequently activates the service. For a missed appointment, Ofcom wanted ISPs to pay £30 for a missed visit or cancellation within 24 hours but ISPs proposed £10.

 

Citizens Advice chief executive Gillian Guy said: “A watered down compensation scheme would short-change customers by millions of pounds.”

 

“Broadband is now an essential service, with households relying on it for everyday activities, so a lack of a working service can make day-to-day tasks much more difficult,” she said.

 

“Ofcom was right to propose a mandatory scheme to automatically compensate customers when they get a poor service from their provider, this should put an end to consumers having to negotiate with their provider to get the compensation they deserve.

 

“The regulator must hold its ground and introduce a compulsory automatic compensation scheme that clearly lays out how much consumers are entitled to when they get poor service, with the amount providers have to pay reflecting as closely as possible the detriment faced by consumers,”