{"id":11120,"date":"2016-02-09T10:23:31","date_gmt":"2016-02-09T10:23:31","guid":{"rendered":"http:\/\/www.ispreview.co.uk\/?p=11120"},"modified":"2016-02-09T10:30:49","modified_gmt":"2016-02-09T10:30:49","slug":"ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html","title":{"rendered":"Ofcom Drops UK Probe into Vodafone&#8217;s Billing Practices"},"content":{"rendered":"<p>The national UK telecoms regulator has decided to drop its own-initiative investigation into <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a>&#8217;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.<\/p>\n<p><!--more--><\/p>\n<p>The probe began last June 2015 after an unspecified number of <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a>&#8217;s customers raised related complaints (<a href=\"http:\/\/www.ispreview.co.uk\/index.php\/2015\/06\/ofcom-probes-vodafone-uks-billing-and-complaints-handling.html\" target=\"_blank\">here<\/a>), although the regulator has now &#8220;<em>decided not to take any further enforcement action<\/em>&#8221; because the operator appeared to be doing a reasonable job of tackling the situation.<\/p>\n<blockquote><p><span style=\"color: #339966;\"><strong>The regulator found..<\/strong><\/span><\/p>\n<p>* that <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a> 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<\/p>\n<p>* that, based on our assessment of the number of customers affected, Vodafone\u2019s processes for correcting errors through amending subsequent bills and the monetary value being taken from the customer\u2019s account, the level of harm actually incurred by customers appears to have been relatively low.<\/p><\/blockquote>\n<p>However <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> has not yet dropped their probe into Vodafone&#8217;s compliance with <strong>General Condition 14.4<\/strong>, 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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The national UK telecoms regulator has decided to drop its own-initiative investigation into Vodafone&#8217;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.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[107,36,96],"class_list":["post-11120","post","type-post","status-publish","format-standard","hentry","category-uk_isp_news","tag-adr","tag-ofcom-regulation","tag-vodafone"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Ofcom Drops UK Probe into Vodafone&#039;s Billing Practices - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The national UK telecoms regulator has decided to drop its own-initiative investigation into Vodafone&#039;s billing procedures after they found that the\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Drops UK Probe into Vodafone&#039;s Billing Practices - ISPreview UK\" \/>\n<meta property=\"og:description\" content=\"The national UK telecoms regulator has decided to drop its own-initiative investigation into Vodafone&#039;s billing procedures after they found that the\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html\" \/>\n<meta property=\"og:site_name\" content=\"ISPreview UK\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ispreview\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ispreview\" \/>\n<meta property=\"article:published_time\" content=\"2016-02-09T10:23:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2016-02-09T10:30:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ispreview.co.uk\/wp-content\/uploads\/2020\/07\/ispreview_uk_logo.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"1000\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Mark Jackson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ispreview\" \/>\n<meta name=\"twitter:site\" content=\"@ispreview\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mark Jackson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2016\\\/02\\\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2016\\\/02\\\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html\"},\"author\":{\"name\":\"Mark Jackson\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#\\\/schema\\\/person\\\/de66a8b4e937c21c80e443d1bf9c35d5\"},\"headline\":\"Ofcom Drops UK Probe into Vodafone&#8217;s Billing Practices\",\"datePublished\":\"2016-02-09T10:23:31+00:00\",\"dateModified\":\"2016-02-09T10:30:49+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2016\\\/02\\\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html\"},\"wordCount\":218,\"commentCount\":2,\"publisher\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#organization\"},\"keywords\":[\"Alternative Dispute Resolution\",\"Ofcom Regulation\",\"Vodafone\"],\"articleSection\":[\"ISP News\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2016\\\/02\\\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2016\\\/02\\\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html\",\"url\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2016\\\/02\\\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html\",\"name\":\"Ofcom Drops UK Probe into Vodafone's Billing Practices - ISPreview UK\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#website\"},\"datePublished\":\"2016-02-09T10:23:31+00:00\",\"dateModified\":\"2016-02-09T10:30:49+00:00\",\"description\":\"The national UK telecoms regulator has decided to drop its own-initiative investigation into Vodafone's billing procedures after they found that the\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2016\\\/02\\\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2016\\\/02\\\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2016\\\/02\\\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.ispreview.co.uk\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Ofcom Drops UK Probe into Vodafone&#8217;s Billing Practices\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#website\",\"url\":\"https:\\\/\\\/www.ispreview.co.uk\\\/\",\"name\":\"ISPreview UK\",\"description\":\"Top Broadband ISP and Mobile Provider Information Site\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.ispreview.co.uk\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#organization\",\"name\":\"ISPreview.co.uk\",\"url\":\"https:\\\/\\\/www.ispreview.co.uk\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.ispreview.co.uk\\\/wp-content\\\/uploads\\\/2020\\\/07\\\/ispreview_uk_logo.jpg\",\"contentUrl\":\"https:\\\/\\\/www.ispreview.co.uk\\\/wp-content\\\/uploads\\\/2020\\\/07\\\/ispreview_uk_logo.jpg\",\"width\":1000,\"height\":1000,\"caption\":\"ISPreview.co.uk\"},\"image\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/ispreview\",\"https:\\\/\\\/x.com\\\/ispreview\",\"https:\\\/\\\/www.linkedin.com\\\/in\\\/mjack\\\/\",\"https:\\\/\\\/bsky.app\\\/profile\\\/ispreview.bsky.social\",\"https:\\\/\\\/mastodon.social\\\/@ispreview\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#\\\/schema\\\/person\\\/de66a8b4e937c21c80e443d1bf9c35d5\",\"name\":\"Mark Jackson\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/wp-content\\\/uploads\\\/2023\\\/01\\\/nggallery_import\\\/Mark-Jackson-96x96.jpg\",\"url\":\"https:\\\/\\\/www.ispreview.co.uk\\\/wp-content\\\/uploads\\\/2023\\\/01\\\/nggallery_import\\\/Mark-Jackson-96x96.jpg\",\"contentUrl\":\"https:\\\/\\\/www.ispreview.co.uk\\\/wp-content\\\/uploads\\\/2023\\\/01\\\/nggallery_import\\\/Mark-Jackson-96x96.jpg\",\"caption\":\"Mark Jackson\"},\"description\":\"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 X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.\",\"sameAs\":[\"http:\\\/\\\/www.ispreview.co.uk\",\"https:\\\/\\\/www.facebook.com\\\/ispreview\",\"https:\\\/\\\/x.com\\\/ispreview\"],\"url\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/author\\\/markj\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Ofcom Drops UK Probe into Vodafone's Billing Practices - ISPreview UK","description":"The national UK telecoms regulator has decided to drop its own-initiative investigation into Vodafone's billing procedures after they found that the","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html","og_locale":"en_GB","og_type":"article","og_title":"Ofcom Drops UK Probe into Vodafone's Billing Practices - ISPreview UK","og_description":"The national UK telecoms regulator has decided to drop its own-initiative investigation into Vodafone's billing procedures after they found that the","og_url":"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html","og_site_name":"ISPreview UK","article_publisher":"https:\/\/www.facebook.com\/ispreview","article_author":"https:\/\/www.facebook.com\/ispreview","article_published_time":"2016-02-09T10:23:31+00:00","article_modified_time":"2016-02-09T10:30:49+00:00","og_image":[{"width":1000,"height":1000,"url":"https:\/\/www.ispreview.co.uk\/wp-content\/uploads\/2020\/07\/ispreview_uk_logo.jpg","type":"image\/jpeg"}],"author":"Mark Jackson","twitter_card":"summary_large_image","twitter_creator":"@ispreview","twitter_site":"@ispreview","twitter_misc":{"Written by":"Mark Jackson","Estimated reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"NewsArticle","@id":"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html#article","isPartOf":{"@id":"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html"},"author":{"name":"Mark Jackson","@id":"https:\/\/www.ispreview.co.uk\/#\/schema\/person\/de66a8b4e937c21c80e443d1bf9c35d5"},"headline":"Ofcom Drops UK Probe into Vodafone&#8217;s Billing Practices","datePublished":"2016-02-09T10:23:31+00:00","dateModified":"2016-02-09T10:30:49+00:00","mainEntityOfPage":{"@id":"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html"},"wordCount":218,"commentCount":2,"publisher":{"@id":"https:\/\/www.ispreview.co.uk\/#organization"},"keywords":["Alternative Dispute Resolution","Ofcom Regulation","Vodafone"],"articleSection":["ISP News"],"inLanguage":"en-GB","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html","url":"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html","name":"Ofcom Drops UK Probe into Vodafone's Billing Practices - ISPreview UK","isPartOf":{"@id":"https:\/\/www.ispreview.co.uk\/#website"},"datePublished":"2016-02-09T10:23:31+00:00","dateModified":"2016-02-09T10:30:49+00:00","description":"The national UK telecoms regulator has decided to drop its own-initiative investigation into Vodafone's billing procedures after they found that the","breadcrumb":{"@id":"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/ofcom-drops-uk-probe-into-vodafones-billing-and-complaints-handling.html#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.ispreview.co.uk\/"},{"@type":"ListItem","position":2,"name":"Ofcom Drops UK Probe into Vodafone&#8217;s Billing Practices"}]},{"@type":"WebSite","@id":"https:\/\/www.ispreview.co.uk\/#website","url":"https:\/\/www.ispreview.co.uk\/","name":"ISPreview UK","description":"Top Broadband ISP and Mobile Provider Information Site","publisher":{"@id":"https:\/\/www.ispreview.co.uk\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.ispreview.co.uk\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.ispreview.co.uk\/#organization","name":"ISPreview.co.uk","url":"https:\/\/www.ispreview.co.uk\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.ispreview.co.uk\/#\/schema\/logo\/image\/","url":"https:\/\/www.ispreview.co.uk\/wp-content\/uploads\/2020\/07\/ispreview_uk_logo.jpg","contentUrl":"https:\/\/www.ispreview.co.uk\/wp-content\/uploads\/2020\/07\/ispreview_uk_logo.jpg","width":1000,"height":1000,"caption":"ISPreview.co.uk"},"image":{"@id":"https:\/\/www.ispreview.co.uk\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ispreview","https:\/\/x.com\/ispreview","https:\/\/www.linkedin.com\/in\/mjack\/","https:\/\/bsky.app\/profile\/ispreview.bsky.social","https:\/\/mastodon.social\/@ispreview"]},{"@type":"Person","@id":"https:\/\/www.ispreview.co.uk\/#\/schema\/person\/de66a8b4e937c21c80e443d1bf9c35d5","name":"Mark Jackson","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.ispreview.co.uk\/wp-content\/uploads\/2023\/01\/nggallery_import\/Mark-Jackson-96x96.jpg","url":"https:\/\/www.ispreview.co.uk\/wp-content\/uploads\/2023\/01\/nggallery_import\/Mark-Jackson-96x96.jpg","contentUrl":"https:\/\/www.ispreview.co.uk\/wp-content\/uploads\/2023\/01\/nggallery_import\/Mark-Jackson-96x96.jpg","caption":"Mark Jackson"},"description":"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 X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.","sameAs":["http:\/\/www.ispreview.co.uk","https:\/\/www.facebook.com\/ispreview","https:\/\/x.com\/ispreview"],"url":"https:\/\/www.ispreview.co.uk\/index.php\/author\/markj"}]}},"_links":{"self":[{"href":"https:\/\/www.ispreview.co.uk\/index.php\/wp-json\/wp\/v2\/posts\/11120","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ispreview.co.uk\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ispreview.co.uk\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ispreview.co.uk\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ispreview.co.uk\/index.php\/wp-json\/wp\/v2\/comments?post=11120"}],"version-history":[{"count":0,"href":"https:\/\/www.ispreview.co.uk\/index.php\/wp-json\/wp\/v2\/posts\/11120\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.ispreview.co.uk\/index.php\/wp-json\/wp\/v2\/media?parent=11120"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ispreview.co.uk\/index.php\/wp-json\/wp\/v2\/categories?post=11120"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ispreview.co.uk\/index.php\/wp-json\/wp\/v2\/tags?post=11120"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}