Ms Barbara Delaney:

On what consumers can expect, at our previous appearance before the committee we were keen to ensure there would be additional powers or obligations on service providers regarding customer service standards. In tandem with the enforcement regime, there are new obligations and new rights for consumers that will be very positive, the first of them being a customer charter. That is the single place that customers of electronic communications providers should be able to go in order to understand what they can expect, and then compare the different service providers.

Similarly, the other complementary provisions are really important, such as the quality-of-service standards. A service provider can commit to a particular level of service, whether in regard to answering the phone or emails or whatever. The Bill will provide that if ComReg does not believe the provider is sufficient in making those commitments, it will be able to come onto the pitch and set minimum standards. Service providers can go beyond those minimum standards, but there will be a standard below which they cannot fall. I am just using the example of customer service but we would hope there will be other headings within the charter.

As for what would happen if providers fall below the standard, that is where the compensation scheme would come in. The proposal is to have a compensation scheme where compensation is given automatically where the provider falls below the minimum standard that was either set or committed to in the first instance. That would be something an individual customer could benefit from. We hope the regime will not only give benefits for consumers but drive the overall standards upwards, with competition in regard to the standards, which heretofore we have felt was lacking. Finally, the enforcement powers that will come in will allow us to take action not just from the consumer perspective of getting compensation but also by allowing us to take action if the provider has not implemented the charter or the standards.

In summary, the Bill will address the gap that was identified and highlighted by the committee. We are happy to see the proposals will go towards addressing that gap.