Complaints against Telecoms Providers

Ofcom has announced the most complained about major telecoms providers, based on all consumer telecoms complaints received by Ofcom between October 2010 and February 2011.

Who can be surprised that telecoms provider TalkTalk comes at the top of the list of complaints?  The company's first line call centre, based in the Far East, is a tangled mess with operators taking an unacceptable time to answer calls, unable to speak clearly, and not sharing information across different departments. The company has apologised and puts the problems down to a new pricing structure it has introduced recently.

I've had horrendous problems dealing with TalkTalk and did threaten legal action for breach of contract (which I was prepared to act upon). To their credit, the company did back down and refunded monies into my account. I was also impressed with their 2nd line technology team which is based in Warrington/Preston and which is TalkTalk owned. I suspect that their Far East Call Centre is not!

For what it's worth, here are some tips when dealing with telecoms providers.

1. Write everything down: time you called, who you spoke to, what was said and what was agreed. Courts in the UK have upheld consumer complaints when evidence has been produced.

2. Be polite, but firm. Don't lose your rag because it's likely that you will be cut off.

3. Monday morning around 8am GMT is a good time to call them. You usually don't have to wait that long.

4. If your problem persists, go straight to the top and bypass all customer services. We can tell you how to do this and give you further advice

Dear Customer

Don't you just hate 'Dear Customer' letters from public institutions?

"As part of our commitment to delivering a better service, you'd better pay your parking fine or else we'll have the bailiffs round to sort it," they dictate in a wierd, patronising way.

It's as if the official is smiling to your face but plunging a dagger into your back whilst he's distracting you. I knew there was something odd about Tony Blair

E RADAR - business network and legal resource centre for online organistions seeking competitive advantage

E RADAR aims to help SMEs (small and medium-sized enterprises) understand their legal and regulatory risks with doing business online. We provide business know how and the UK's most up-to-date check list of ICT laws and regulations for a non-technical audience. We've just introduced a new Template Centre  where you can dowload a host of legal templates, including software license agreement, email footer, website terms and conditions, privacy policy.

We also help SMEs to get competitive advantage by using current rules and regulations. For example, why not extend the data protection regime to all your business-confidential information as well as your personal data? This action ensures you audit your information assets so you know what you have, but tell your customers that you are doing it. A good public relations strategy to ensure you tell the outside world what you are doing also helps -

Don't allow your computers to be viewed from the street

Many organisations have street-level office windows through which passers-by can see computer screens. Put up some blinds - showing off ICT equipment attracts potential thieves as well as breaches Data Protection rules!

Relevant law Data Protection Act 1998 | Theft Act 1968

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