Complaints against telcos can now be forcibly resolved
A change in the way complaints against telecoms operators are handled will mean enforcement action can now be taken where problems cannot be easily resolved.
The Guernsey Competition and Regulatory Authority and Guernsey’s Trading Standards Service have agreed to collaborate on future complaints.
GCRA chief executive Michael Byrne said this was an important step forward in protecting consumers.
‘While no telecoms provider wants to fall out with its customers, situations do arise that cannot be resolved directly,’ he said.
‘Having an independent third party to turn to is an asset for consumers and this memorandum of understanding plugs a gap in the complaints process.’
Until now, consumers who were unhappy with the service they received from telcos could only make a complaint to the GCRA, which did not have formal legal powers to settle these disputes.
In 2023, a new law formally recognised the Trading Standards as the body responsible for consumer protection locally, with new powers to make sure that consumers were not harmed by unfair trading practices, which include the ability to take enforcement action as well as dealing with consumer complaints.
Because TSS now has stronger powers to deal with consumer complaints than the GCRA, the two organisations have entered into a co-operation agreement under which consumer complaints about telecoms providers will be directed to TSS.
If a pattern of similar complaints emerges, these may be passed back to the GCRA, which has stronger powers to deal with ‘market-wide’ issues.
Chief trading standards officer Robin Gonard said that by offering a professional, independent review mechanism it would benefit consumers and providers.
‘This brings together a wealth of experience and knowledge from two key organisations that are focused on achieving the best outcomes for customers and the telecoms providers themselves,’ he said.
Sure head of customer services Tracy Kirby welcomed the changes.
‘We have been supportive throughout the process,’ she said.
‘We hope that this new system will improve the process in the rare instances when we are unable to resolve an issue directly with a customer.’
A JT spokeswoman said that both agencies had their continued support.
‘We take pride in working directly with our customers to resolve any issues they may have,’ she said.
‘We find this personal approach ensures a smoother experience for everyone. We also have a good relationship with Trading Standards, ensuring that any concerns which may have been escalated to them are addressed efficiently.’
