ISP Zen Internet Extend Automatic Compensation System to Partners

Rochdale-based UK broadband provider Zen Internet has announced that Ofcom’s consumer focused automatic compensation scheme is being extended to its channel partners and wholesale customers. As a result customers of those partners will also be able to benefit, even if the partner ISP itself has not signed-up to the regulator’s code.

The voluntary system went live in April 2019 and pays out compensation to consumers when they suffer from a protracted loss of service (i.e. lasting longer than 2 working days), delayed repairs or missed engineer appointments (full details). All of the major ISPs agreed to support the new system, including several medium sized players such as Hyperoptic, Zen Internet and Vodafone.

However Zen believe it is only fair that, should their partners’ customers be affected by the service they receive from the company or one of its suppliers, partners are given the opportunity to compensate their customers without incurring prohibitive expense. Zen’s partners are of course not obligated to join the scheme themselves but the ISP has none the less pledged to pass on any compensation that flows down.

Andrew Fryatt, Managing Director of Zen, said:

“The voluntary auto compensation scheme is a great step for consumers in the UK, however we were keen to ensure that it doesn’t stop there. Delivering great customer service is in our DNA, so we have extended the scheme to ensure our partners also receive the compensation that they can then choose to pass on to their customers.”

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