Ofcom has proposed several enhancements to its existing consumer complaints system after internal research showed that consumer awareness of complaints handling procedures is low. Less than 50% were aware of communications providers' Codes of Practice for Complaints, with 15% aware of at least one of the two ADR (Alternative Dispute Resolution) Schemes.

To help address this and to improve the effectiveness of the schemes, Ofcom is proposing the following changes to the current process:


Sadly Ofcom does not appear to be doing enough to make sure that ISPs clearly publish the details of their complaints handler. It's incredibly difficult to find such information on the websites of most providers, perhaps deliberately so. The consultation runs until 4th October 2008 and Ofcom hopes to publish its Statement in early 2009.