{"id":6156,"date":"2014-02-28T11:21:25","date_gmt":"2014-02-28T11:21:25","guid":{"rendered":"http:\/\/www.ispreview.co.uk\/?p=6156"},"modified":"2014-02-28T11:24:18","modified_gmt":"2014-02-28T11:24:18","slug":"ofcom-open-complaints-handling-investigation-ee-uk","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2014\/02\/ofcom-open-complaints-handling-investigation-ee-uk.html","title":{"rendered":"Ofcom Open UK Investigation into EE&#8217;s Handling of Consumer Complaints"},"content":{"rendered":"<p><a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> has launched an own-initiative investigation into <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a> (also trading as Orange UK and T-Mobile), which will look at whether or not the mobile and Internet provider has &#8220;<em>failed to comply<\/em>&#8221; with the regulators code for consumer complaints handling (General Condition 14.4).<\/p>\n<p><!--more--><\/p>\n<p>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 <a href=\"http:\/\/stakeholders.ofcom.org.uk\/enforcement\/competition-bulletins\/open-cases\/all-open-cases\/cw_01101\/?utm_source=updates&amp;utm_medium=email&amp;utm_campaign=cw_01101\" target=\"_blank\">Monitoring and Enforcement Programme<\/a>, which was submitted by <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a>, appears to give <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> a cause for concern.<\/p>\n<blockquote class=\"bq1\"><p><strong>Ofcoms Statement<\/strong><\/p>\n<p><em>Under General Condition 14.4 Communications Providers (CPs) must have and comply with procedures that conform to the <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> Approved Code of Practice for Complaints Handling (the \u2018Ofcom Code\u2019 which is Annex 4 to GC14) when handling complaints made by domestic and small business customers about its Public Electronic Communications Services.<\/em><\/p>\n<p><em>Ofcom\u2019s investigation will examine whether there are reasonable grounds for believing that <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a> has failed to comply with this obligation.<\/em><\/p><\/blockquote>\n<p>The main objectives\u00a0for Ofcom\u2019s Monitoring and Enforcement Programme\u00a0are to ensure that providers comply with their complaints handling code, identify any problems with implementation of the code\u00a0and to check that\u00a0providers are\u00a0also making consumers aware of the <strong>Alternative Dispute Resolution<\/strong> (ADR) process (i.e. used to tackle complaints that have not been resolved for 8 weeks).<\/p>\n<p>Unfortunately the regulator does not elaborate on what particular issue their investigation is focused upon.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 &#8220;failed to comply&#8221; with the regulators code for consumer complaints handling (General Condition 14.4).<\/p>\n","protected":false},"author":1,"featured_media":4370,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[107,405,36],"class_list":["post-6156","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-adr","tag-ee","tag-ofcom-regulation"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - 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