Otelo, the Office of the Telecommunications Ombudsman have rebranded to Ombudsman Services: Communications. Otelo are one of the two alternative dispute resolution (ADR) schemes which are approved by Ofcom (the other being CISAS). Under Ofcom's regulations, any company that provides communication services to consumers or small businesses must be a member of one of the ADR schemes to provide an impartial adjudicator in the instance of a complaint where a resolution cannot be agreed. The rebranding brings Otelo and other complaints services together under one umbrella of 'Ombudsman Services.' The company are also keen to embrace the evolving Internet to help people access it's services.
"We are keenly aware of the need to stay abreast of current trends, which are moving away from electronic communications tools like email and favouring social networking sites such as Facebook and Twitter. By establishing a presence on these sites we will be able to respond to consumer needs quicker and increase our accessibility.
Getting the complaints process right benefits all concerned. Research shows that the consumer is much more likely to be positive about the experience and stay with the service provider if both the company and the ombudsman have efficient and effective complaints handling procedures."Lewis Shand Smith, (Chief Ombudsman) Ombudsman Services
Any complaint over 8 weeks old can be referred to ADR which should help resolve the issue. More details about ADR including a list of providers, and which scheme they are enrolled in, can be found from Ofcom. We also have a comprehensive guide on resolving a problem with your broadband provider which can be found here. This details the steps you should consider when faced with a problem.