Mr. Jeremy Godfrey:

I want to talk about codes of practice for complaint handling. It is really important that when things go wrong, customers have an adequate means of redress. In the telecoms sector, under the ex antebespoke regime, ComReg requires each operator to have a code of practice for complaint handling. We have outlined some requirements of what must be in that code of practice. There must be a telephone number and other ways by which people can register complaints, complaints must be acknowledged within two working days and resolved within ten working days, customers who are not happy with the resolution must be told that they have the right to bring the case to ComReg, which can get involved, and ultimately there is a form of binding alternative dispute resolution.

What we would like to be enhanced, as Mr. McHugh said, are the penalties and sanctions when the codes of practice are not abided by. It is not just a question of taking a long and extensive compliance action. We would also like there to be measures such as automatic penalties or compensation for customers when the codes of practice for handling complaints are not delivered on. Again, that is not really within the scope of the Bill but the question of enforcement powers is really important to us. Consequently, it is not just a question of ComReg imposing obligations on operators but rather ensuring that those obligations will be complied with, with deterrents against non-compliance. That is an ongoing conversation we are having with our parent Department and we look forward to it bearing some fruit.