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Friday, October 10, 2014

Three UK is fined £250,000 by Ofcom for poor complaint handling

Ofcom has fined Three UK £250,000 for failing to comply with its rules on handling customer complaints. It follows an investigation that began last year.

The communications regulator found Three had closed some complaints without ensuring they were fully resolved and had failed to log other customer calls as complaints. As a result, Three hadn’t made these customers aware of their right to independent dispute resolution.

In a statement, Ofcom noted that Three had cooperated with its investigation and has taken steps to ensure it is now compliant with Ofcom’s complaints handling obligations.

Claudio Pollack, Ofcom's Consumer and Content Group Director, said “When things go wrong, customers are not only entitled to complain to their provider, but must have confidence that their complaint will be dealt with fairly. That's why we impose strict rules on providers on how they must handle complaints. We treat any failure to follow these rules very seriously. The fine imposed on Three takes account of the shortcomings in its complaints handling, but reflects that the harm to consumers in this case was limited. The company fully co-operated with our investigation and has now taken steps to ensure it’s compliant with the rules on complaints handling.”

[Ofcom Code of Practice for complaints handling (pdf)]

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Opinion Articles

Last week at The Fonecast: 10th March 2014

Bye-bye Barcelona, hello Hanover

Mark Bridge writes:

As one show closes, so another show opens.

It’s now more than a week since we bid a sad farewell to Mobile World Congress 2014 – I imagine hotel rooms for 2nd to 5th March 2015 are already being booked – but there’s now CeBIT in Germany to look forward to. Prime Minister David Cameron kicked things off last night with a speech that talked about UK-German partnerships, more funding for research around the ‘Internet of Things’ and the development of 5G technology.

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WiFi technology, problems and solutions

explained by Professor Andrew Nix from the University of Bristol

In this presentation, which was originally given as part of the ‘Multimedia Content Delivery onto Mobile Platforms’ session at Mobile World Congress 2014, Professor Andrew Nix from the University of Bristol explains many of the often-forgotten truths about WiFi service.

If you’re an IT manager, working in a mobile phone shop, looking at tech product design or simply want to get the most from your mobile phone, Professor Nix has plenty of practical advice in this 20-minute video clip.

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Key themes from Mobile World Congress 2014

by Andrew Skinner, Relationship Director of the Technology, Media & Telecoms team at Barclays

The GSMA reported that 85,000 visitors attended Mobile World Congress this year, breaking all previous records for the show.

Andrew Skinner, Relationship Director of the Technology, Media & Telecoms team at Barclays, reflects on his time in Barcelona and some of the key themes to come out of this year’s show.

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Beer o’clock

Beer o’clock

at Mobile World Congress 2014

James Rosewell writes:

I noticed a new phenomenon at Mobile World Congress this year: Beer O’Clock. Come 5pm Monday through Wednesday, companies with larger booths would break out the Cerveza, Vino, Cava and a small number of Orange juices. All very sociable and fun… until the music started.

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Last week at The Fonecast: 3rd March 2014

The more things change, the more they stay the same

Mark Bridge writes:

So, that’s another Mobile World Congress in the bag. Yes, it was bigger than ever. Just like last year. Just like the year before, too.

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