Consumer Panel pledge for ISP code of practice
Wednesday 19 December 2007
Independent UK organisation 'The Consumer Panel' has asked Ofcom to produce a mandatory code of practice for UK broadband ISPs. Topics to be covered in the code would include rules for advertised broadband connection speeds, a sore topic for many ISPs this month.
The Consumer Panel is asking for the following practices to be made mandatory for all broadband providers:
To inform consumers, during the sales process, about the theoretical maximum line speed they could expect
Provide clear information upfront about the factors that can affect line speed
Contact customers two weeks after installation to provide them with the actual line speed supported by their line
If the actual line speed is significantly lower than the package they bought, consumers should have a penalty-free choice to move to a different package or, in certain circumstances, opt-out from their contract.
"This code would establish agreed processes to give the customer the best information during and after the sales process, and to give them flexibility to move freely to different packages that reflect the actual speeds with which their ISPs are able to provide them," said Consumer Panel chairperson, Colette Bowe.
