Codes of Practice

The Ofcom Approved Code of Practice for Complaints Handling

Ofcom has established a single mandatory Code of Practice with minimum standards for how providers must handle complaints from consumers.

The Code of Practice provides consistency in standards and gives Ofcom powers to take enforcement action against those providers who do not treat complainants fairly.

The Code requires providers to ensure the fair and timely resolution of complaints, and have procedures that are transparent and accessible so that consumers can easily find out how to make a complaint.

Broadband Speeds Code of Practice 2010

Ofcom introduced the Voluntary Code of Practice on Broadband Speeds in 2008 and further strengthened it in 2010.

Internet Service Providers (ISPs) who sign up to the Code commit to give consumers a more accurate and consistent estimate of the maximum speed likely to be achievable on their line.

ISPs also commit to help consumers improve their speeds and give consumers the option to leave their contracts early without penalty (within three months of signing up to the service) if they receive a maximum line speed that is significantly below the estimate they are given at point of sale and the ISP is unable to resolve the problem

Migrations Authorisation Code (MAC) Broadband Migrations Process

Under Ofcom regulations, where a consumer or small business (with 10 or fewer employees) wishes to change broadband provider, a MAC must be issued within 5 working days of request.

Companies must also offer at least two methods of providing a MAC (by email, phone or post etc).

The Mobile Industry Good Practice Guide for Service Delivery for Disabled and Elderly Customers in the UK [PDF]

This good practice guide is designed to advise and assist the mobile industry, including network operators, service providers and retailers on how to make their products and services more accessible to the UK’s disabled and elderly consumers.

The Guide is hosted on the Ofcom website to promote informed citizen-consumers.

Sales and marketing code of practice for fixed lines telephone services [PDF]

Key elements to be included within sales and marketing code of practice. (26|05|05)

ParentPort: Working together for media standards