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Ofcom Drops UK Probe into Vodafone’s Billing Practices

Tuesday, February 9th, 2016 (10:23 am) - Score 405
ofcom uk telecoms regulator

The national UK telecoms regulator has decided to drop its own-initiative investigation into Vodafone’s billing procedures after they found that the mobile operator was behaving itself, although they are continuing to investigate how the operator handles customer complaints.

The probe began last June 2015 after an unspecified number of Vodafone’s customers raised related complaints (here), although the regulator has now “decided not to take any further enforcement action” because the operator appeared to be doing a reasonable job of tackling the situation.

The regulator found..

* that Vodafone had established processes and procedures in place to actively monitor billing issues, when they occur, and to fix them in a timely manner, including taking appropriate remedial action, where necessary; and

* that, based on our assessment of the number of customers affected, Vodafone’s processes for correcting errors through amending subsequent bills and the monetary value being taken from the customer’s account, the level of harm actually incurred by customers appears to have been relatively low.

However Ofcom has not yet dropped their probe into Vodafone’s compliance with General Condition 14.4, which is designed to ensure that providers adopt proper complaints handling procedures that are transparent, accessible, effective, facilitate access to alternative dispute resolution and provide for appropriate record keeping.

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Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
Leave a Comment
2 Responses
  1. Avatar Vince

    Hah, they’re still hopeless at billing. I’ve just had my latest bill and I can’t actually work out what I’ve been charged for with the new style of bills.

    It’s a total joke.

  2. Avatar Ronak

    You’re not the only one! I’ve been having the same issue since last year. Failing to take the correct amount from account, they then send text messages saying I haven’t paid my bills on time & cut my service! They then make false promises by saying someone senior will be calling back within 24/48 hours and you never receive the call!

    Rather surprised Ofcom are dropping this case..

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