Ahead of the changes to Ofcom’s General Conditions, which are entering into force on Monday 1st October 2018, ITSPA has launched three guidance documents exclusively for members.
- Complaints Handling Guidance – This document, produced by the leading legal practice Osborne Clarke LLP, includes: guidance on the mandatory requirement to have a complaints handling procedure and to implement a complaints handling code of practice; a model complaints handling code, and a model ADR letter. (ITSPA members are entitled to membership of the approved ADR scheme Ombudsman Services as a benefit of membership).
- Caller Line Identity (CLI) Best Practice – This sets out ITSPA’s interpretation of the new Ofcom rules concerning CLI presentation. These require communications providers to provide CLI facilities by default wherever technically feasible and economically viable.
- Draft Accessibility Statement – ITSPA’s draft accessibility statement has been updated in line with the new requirements included under the new General Condition C5.
All the above documents are now available in the members area.
ITSPA is continuing to engage in dialogue with Ofcom as the new General Conditions enter into force and will update members accordingly. Additionally, an ITSPA event on the new complaints handling requirements is likely to take place in the coming months – stay tuned for more information.