Automatic Compensation, protecting consumers from quality of service problems
Launch date:24 March 2017
Modified at:10 April 2018
In this consultation we set out proposals to introduce automatic compensation for residential consumers of landline and/or broadband services who suffer quality of service problems in relation to delayed repairs, delayed provisions and missed appointments. We also set out proposals for small and medium sized businesses to ensure that they receive better information on the quality of service (including compensation payments) they should get from their landline and broadband provider.
We first set out our intention to consider the introduction of automatic compensation in our Strategic Review of Digital Communications. In that review we indicated the need for the communications sector to deliver significantly better quality of service, and we identified automatic compensation as one of a number of areas which could help deliver this.
Quality of service
Internet access services