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<p>Using the new powers in the Digital Economy Act 2017, Ofcom has introduced, amongst
other actions, an Automatic Compensation Scheme that will benefit around 90% of landline
and broadband customers in the UK from early 2019. As part of this scheme, if a provider
promises a residential customer to start a new service on a particular date, but fails
to do so, they will have to pay £5 for each calendar day of delay. For business customers,
Ofcom is also introducing new rules to ensure all SMEs are given clearer, more detailed
information upfront about what service quality to expect. This includes whether they
can claim compensation when problems occur.</p><p> </p><p>At present, if the charitable
organisation has a customer relationship with Virgin Media, the complaint for failing
to provide telecommunication services can be pursued with Virgin Media. If Virgin
Media are unable to resolve the situation within eight weeks, or where the complaint
reaches deadlock, the case can be referred for alternative dispute resolution (ADR)
to the Communications & Internet Services Adjudication Scheme (CISAS), providing
it meets the scheme’s eligibility criteria. Further details about their service can
be viewed at: https://www.cedr.com/consumer/cisas.</p>
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