Ofcom changes broadband complaints rules

Good news for all broadband customers fed up with having to deal with an uncooperative internet service provider; Ofcom has announced new rules in order to reduce the amount of time consumers have to wait to seek an independent resolution to ongoing disputes.

Previously, no matter how hard consumers tried, they were forced to wait twelve weeks to see if their internet service provider resolved their problem before taking a complaint to a dispute resolution service. As of the 1 September this year though, this waiting time will be reduced to eight weeks.

It is hoped this shorter waiting period will reduce the amount of stress and anxiety customers subjected to. Of course, it should also mean (if the complaint is upheld) consumers should be able to resolve their issues quicker without paying for a service they're unhappy with.

Ofcom's Alternative Dispute Resolution (ADR) is used when neither party can agree on a broadband matter. During this process both sides of the story are examined and the regulator then makes a decision on whether or not a financial award should be coughed up, or if other appropriate action should be enforced.