Ofcom Probes Vodafone UK’s Billing and Complaints Handling

The national telecoms regulator, Ofcom, has launched an own-initiative investigation into Vodafone’s billing and complaints handling procedures after an unspecified number of the mobile operator’s customers in the United Kingdom made related complaints.

The investigation relates to the regulator’s rules for General Condition 11.1 (providers must ensure that customers’ bills represent the true extent of the service actually provided) and 14.4 (providers must adopt proper complaints handling procedures that are transparent, accessible, effective, facilitate access to alternative dispute resolution and provide for appropriate record keeping).

Ofcom said that it would “examine whether there are reasonable grounds for believing that Vodafone has failed to comply with these obligations.” Sadly no further details were made available (see the notice), although the development represents unfortunate timing as it comes only a day after Vodafone announced the launch of their new home broadband and phone service Vodafone Connect (here).