Ofcom has recently completed a review of Openreach quality of service and has established new rules to bring about faster line repairs and installations for telephone and broadband customers.
The new regulations which came into effect on 1 July, will ensure that the majority of phone and broadband faults will have to be repaired within two working days, while most customers requiring a new line must receive an appointment within 12 working days. Should Openreach fail to meet the new standards, the company will face sanctions from Ofcom, which could include fines. Openreach will also be required to report publicly on its performance quarterly from October 2014.
Ofcom does not handle individual consumer complaints, for which an alternative dispute resolution (ADR) process is provided.