OUR proposes one months notice before telecoms change pricing plans
The Office of Utilities Regulation (OUR) is inviting the public's feedback on a series of proposals including one mandating telecoms companies to give at least one month’s notice before changing price plans.
Members of the public have until December 8 to submit their views on the proposed quality-of-service standards and consumer protection guidelines for the telecommunications sector.
The proposals cover quality standards for fixed and mobile telephony and Internet access, as well as procedures for handling consumer complaints.
The OUR is proposing, among other things, that customers be given at least one month’s notice about proposed changes to their pricing plans or the terms and conditions of contracts.
It says based on that notice, customers should be able to withdraw from their contracts without penalty.
Meanwhile, the OUR says there should be no more than five customer complaints per 100 active subscribers for the service, in a reporting period of three months.
And it has also proposed that there should be no more than one customer complaint about disconnections or accounts per 100 active subscribers over a three-month period.
Meanwhile, the OUR wants up to 95 per cent of customer complaints resolved within 30 working days.
And the regulator says customers must be able to access their internet service 99.95 percent of the time over a reporting period.
The utilities regulator says its proposals are shaped by investigations it undertook, and consultations held with various stakeholders from as far back as 2010.
The OUR says the proposed document has been posted on its website.
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