Ofcom Open UK Investigation into EE’s Handling of Consumer Complaints

Ofcom has launched an own-initiative investigation into EE (also trading as Orange UK and T-Mobile), which will look at whether or not the mobile and Internet provider has “failed to comply” with the regulators code for consumer complaints handling (General Condition 14.4).

The GC14.4 rule requires ISPs and mobile operator to offer consumers and small business customers an effective, transparent and accessible means for tackling complaints about their service. But evidence gathered under their on-going Monitoring and Enforcement Programme, which was submitted by EE, appears to give Ofcom a cause for concern.

Ofcoms Statement

Under General Condition 14.4 Communications Providers (CPs) must have and comply with procedures that conform to the Ofcom Approved Code of Practice for Complaints Handling (the ‘Ofcom Code’ which is Annex 4 to GC14) when handling complaints made by domestic and small business customers about its Public Electronic Communications Services.

Ofcom’s investigation will examine whether there are reasonable grounds for believing that EE has failed to comply with this obligation.

The main objectives for Ofcom’s Monitoring and Enforcement Programme are to ensure that providers comply with their complaints handling code, identify any problems with implementation of the code and to check that providers are also making consumers aware of the Alternative Dispute Resolution (ADR) process (i.e. used to tackle complaints that have not been resolved for 8 weeks).

Unfortunately the regulator does not elaborate on what particular issue their investigation is focused upon.