True Telecom CEO, Stuart Griffiths responded to Ofcom announcing an investigation into the unified comms business, defending the company’s commitment to customer service.
Speaking to Mobile, Griffiths reacted to the investigation stating, ‘we are shocked to receive this investigation, but due to our volume increase it was a little expected. True Telecom is three years old and since the beginning of 2016 we’ve doubled our customer base.’
In a statement released by Ofcom, the investigation is said to involve the company’s compliance with General Condition 22, General Condition 9, part 8 Enterprise Acto 2002 and the Consumer Protection from unfair Trading Regulations 2008.
Ofcom’s investigation, which began on 21 October 2016 is examining information going back to 1 October 2015 to determine “whether there are reasonable grounds for believing that True Telecom has failed to comply with these obligations.”
The company boss went on to explain their relationship with the industry regulator stating, ‘we’ve always worked closely with regulators, when new conditions are put into place we work hard to meet them and to provide a fully transparent business approach with Ofcom.’
The investigation stems from complaints made to the regulator by consumers relating to alleged unfair contract conditions, cancellation rights and not providing adequate information at the point of sale. True Telecom state they are yet to see the complaints lodged with Ofcom.
Multiple online reviews of the business and consumer broadband, fixed line and mobile reseller allege that the company cold-called them, posing as BT employees before attempting to switch their fixed line without their permission.
However, True Telecom strongly denied these claims when questioned by Mobile, stating ‘Sales is important but so is customer service, in the last year we’ve been finalists in two industry leading award ceremonies.’
He continued ‘We are heavily focused on internal compliance, all our calls are recorded and we receive verbal agreement on all contracts.’