Billing accuracy, complaint handling and a block on nuisance calls are among the key consumer protection issues for which Ofcom is proposing new or strengthened regulation in its second consultation on the General Conditions of Entitlement – the rules regulating UK communication providers (CPs). The first consultation held in 2016 dealt with technical issues.

Proposals to improve minimum standards of complaints handling procedures set out in ‘Review of the General Conditions of Entitlement’ aim to

• ensure CPs’ complaints handling procedures are accessible online and by telephone to disabled and vulnerable consumers

• improve the transparency of procedures for handling, and closing, complaints

• prevent CPs from unilaterally deciding to close complaints

• require CPs to
  • self-monitor compliance and take steps to address noncompliance
  • retain more comprehensive records of complaints and store these for at least twelve months instead of the current six months

In relation to billing, Ofcom proposes to re-write current rules on accuracy, the provision of itemised bills and the fairness of debt collection/disconnection to make them simpler. It also intends to extend certain rules in the light of market developments, such as the growth in the take-up of broadband and other data services.

Responses are required by 14 March in order to inform a final statement that Ofcom intends publishing later this year.