Is a compensation compromise possible?

Posted on Aug 24 2017 by Neil Watson | Comments Off on Is a compensation compromise possible?
Categories : ADR, Broadband, Ofcom, Regulation

Back in March, Ofcom announced plans to introduce a new automatic broadband compensation system which would award customers set amounts of compensation where they experience delayed repair following loss of service, delays with start of new service or missed engineer appointments. We originally stated that the proposed claim amounts were disproportionately high when you consider most residential broadband services cost around £20 a month and Ofcom were proposing claims of £10 per day for an outage.

Since then the proposals have entered a consultation period and this week the Citizens Advice bureau has slammed ISPs for their counter proposal of slightly reduced claim amounts, calculating that customers could be ‘short changed’ by up to 32% when compared to Ofcom’s original proposal.

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Where there’s blame there’s a claim – really?

Posted on Aug 04 2016 by Neil Watson | 1 Comment
Categories : ADR, Broadband, Ofcom, Regulation

Over the last fortnight there have been a litany of connectivity faults preventing users getting online. First up was a power outage at TeleCity on the 20th July, followed by a failure at Telehouse North the very next day. Zen then suffered an outage that affected its DSL and leased line Internet services, and this week Sky’s fibre network was hit with an unusual routing problem and Virgin Media suffered a major fibre break. No business – no matter how big or small – is immune from faults that affect service delivery.

The outages that affected central infrastructure (TeleCity, Telehouse North and Virgin’s fibre break) impacted everyone in the supply chain. Some of our partners’ customers were unable to get online, along with the retail customers of BT, Plusnet and others, for several hours. There wasn’t anything we could do to physically fix the issues as the repair work was under their control; we could only keep our customers informed and manage their dissatisfaction as best we could. But the experience got us thinking: if Ofcom’s proposals for automatic compensation had been in place, how much happier would affected customers have been, and whose pocket would be feeling the pinch?

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2014 – The Best Bits of Opinion

Posted on Dec 17 2014 by Darren Farnden | Comments Off on 2014 – The Best Bits of Opinion
Darren Farnden, Head of Marketing

Darren Farnden, Head of Marketing

As avid readers of our Opinion blog we’re sure you’re already aware of the major issues that have plagued the industry over the last 12 months, but just in case you missed any our latest eBook gives you a quick recap of the best, and most important, bits.

It covers the ongoing data retention debacle, the increasing pressure on ISPs regarding security, the legal protection for net neutrality, the unexpected ‘right to be forgotten’ ruling, the never ending fight against piracy and the expected role of ISPs, ISPAs plans to improve the ADR system and a look at the key trends of 2014!

You can download it for free

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Improving ADR with ISPA

Posted on Aug 05 2014 by Guest | Comments Off on Improving ADR with ISPA
Categories : ADR, Government, Ofcom, Reselling

Along with many of our peers we have been dissatisfied with the current Alternate Dispute Resolution (ADR) scheme for a while now. Whilst we appreciate the importance of an ADR scheme, we believe the current process is unfairly biased against the ISP who has to foot the bill regardless of the outcome, provides little to no feedback on rulings and is too easily abused by consumers. That’s why we were delighted to hear ISPA are working alongside Government and OFCOM to improve the current system, and we were even more delighted when ISPA offered to discuss their improvement plans with us in a guest blog. Andrew Kernahan, Public Affairs Manager at ISPA explains…

Paul

Andrew Kernahan, Public Affairs Manager, ISPA

The Communications Act made belonging to an Alternate Dispute Resolution (ADR) scheme a legal requirement for all telecommunications providers for consumer customers and businesses of less than 10 employees. There are two Ofcom-approved providers, CISAS and Ombudsman Services, with ISPA members entitled to free CISAS membership as part of ISPA membership. ISPA also takes complaints from members’ customers as a way of managing a customer complaint before going to ADR, and we think this has saved members a lot of time and money over the years.

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