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<p>Ofcom expects providers to resolve network faults, however caused, as quickly as
possible. The regulator also expects providers to deal fairly and sympathetically
with consumers who experience a loss of service as a result of network issues. This
could include giving compensation or by allowing customers to exit their contract
without penalty.</p><p>The Communications Act requires telecoms providers to take
appropriate measures to protect the security and resilience of their networks and
services. When a security or availability incident occurs which has a significant
impact on the operation of a network or service, the legislation requires the provider
to report this to Ofcom. Ofcom monitors these reports closely and has the power to
intervene if they believe a provider is not taking the appropriate measures.</p><p>
</p><p>Ofcom has imposed minimum targets on Openreach requiring 80% of fault repairs
to be completed within one to two working days of being notified and the company to
report publicly on its performance, allowing Ofcom to monitor and intervene if required.</p><p>Consumers
can pursue claims for compensation caused by line outages by contacting their communications
providers. If they are unhappy with the outcome of their complaint or how their complaint
has been handled, they are able to pursue the case through the registered Alternative
Dispute Resolution service – a free and impartial service that Ofcom requires all
communications providers to have in place.</p>
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