Telecommunications: Compensation

Department for Culture Media and Sport written question – answered on 23rd February 2015.

Alert me about debates like this

Photo of Anne McIntosh Anne McIntosh Chair, Environment, Food and Rural Affairs Committee

To ask the Secretary of State for Culture, Media and Sport, what guidance his Department issues on what compensation is payable for the loss of both landline and internet services for the period of 21 days; and if he will make a statement.

Photo of Anne McIntosh Anne McIntosh Chair, Environment, Food and Rural Affairs Committee

To ask the Secretary of State for Culture, Media and Sport, what steps his Department is taking to expedite the restoration of landline and internet services to more than 25 residences in Rillington and Sherburn in Ryedale following the breakage of a telephone pole on 20 January 2015.

Photo of Ed Vaizey Ed Vaizey Minister of State for Culture and the Digital Economy (Jointly with Department for Business, Innovation and Skills), Minister of State for Culture and the Digital Economy (Jointly with Department for Culture Media and Sport)

Ofcom expects providers to resolve network faults, however caused, as quickly as possible. The regulator also expects providers to deal fairly and sympathetically with consumers who experience a loss of service as a result of network issues. This could include giving compensation or by allowing customers to exit their contract without penalty.

The Communications Act requires telecoms providers to take appropriate measures to protect the security and resilience of their networks and services. When a security or availability incident occurs which has a significant impact on the operation of a network or service, the legislation requires the provider to report this to Ofcom. Ofcom monitors these reports closely and has the power to intervene if they believe a provider is not taking the appropriate measures.

Ofcom has imposed minimum targets on Openreach requiring 80% of fault repairs to be completed within one to two working days of being notified and the company to report publicly on its performance, allowing Ofcom to monitor and intervene if required.

Consumers can pursue claims for compensation caused by line outages by contacting their communications providers. If they are unhappy with the outcome of their complaint or how their complaint has been handled, they are able to pursue the case through the registered Alternative Dispute Resolution service – a free and impartial service that Ofcom requires all communications providers to have in place.

Does this answer the above question?

Yes0 people think so

No0 people think not

Would you like to ask a question like this yourself? Use our Freedom of Information site.