Ofcom is investigating Three’s complaints procedure after the operator submitted evidence revealing a problem with its current process.
In its Telecoms Complaints Bulletin, the regulator confirmed that a case had been opened into Three in September last year to examine whether the network operator had failed to comply with its complaint handling requirement under General Condition 14.4.
The Condition states that communication providers must ‘have and comply with procedures’, conforming to Ofcom’s approved code of practice for complaints handling. There are five key criteria for complaints handling procedures: transparency, accessibility, effectiveness, accessibility to alternative dispute resolutions, and the retention of appropriate records of contact with complainants.
At this stage neither organisation has disclosed why the investigation is taking place, or when it is due to end.
An Ofcom spokesperson told Mobile: ‘Under General Condition 14.4 Communication Providers (CPs) must have and comply with procedures that conform to the Ofcom Approved Code of Practice for Complaints Handling.
‘Ofcom opened this investigation following an assessment of the evidence submitted by Three UK in response to an information request issued to it under Ofcom’s GC14 Monitoring and Enforcement Programme.
‘Ofcom’s investigation will examine whether there are reasonable grounds for believing that Three has failed to comply with obligations.’
A Three spokesperson said: ‘We discovered a problem with one aspect of our complaints handling process – the options we give to customers who aren’t happy with how their complaint has been handled.
‘We shared the issue with Ofcom last June. We’re working with Ofcom during its investigation and we’ll wait to see what the outcome is.’