Review of alternative dispute resolution and complaints handling procedures

Introduction

BT welcomes the opportunity to comment on this consultation. Alternative Dispute Resolution and Complaint Handling Procedures are a vital part of our customers’ experience with us. BT is constantly developing its service to customers and the area of complaints management is no exception.

Many of the proposals we consider best practice and several BT already have in place as part of our customer service offering to our customers. However, some of the proposals seem to us to amount to undue regulatory intervention in what are areas of commercial operation. We do not believe that this is needed. Whilst we support fully the drive to improve the consumer experience across the industry, we strongly believe that communication providers should have freedom in respect of how they achieve that.

Whilst we recognise that there are concerns about complaint handling in the industry, this could be argued to be a key differentiator for consumers and therefore supportive of choice. This is surely one of the key aspects of the quality of service information provided to consumers through the ‘Topcomm’ website. We do not accept that a prescriptive approach from the regulator in respect of companies’ individual processes is appropriate, or ultimately helpful to consumers in what is a liberalised and competitive market place.

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BT welcomes comments on the content of this document. Comments should be addressed by email to Anthony Foster.