Ms Helen Dixon:

The code of practice is very useful and, as the current case we are discussing illustrates, while the issues seem simple in one sense, there is the ability to have a complaint acknowledged, a unique reference number provided and commitments for what should happen within two days and ten days. The case we took illustrates that even those basic requirements are not met in every case. The Deputy stated a small number of cases have been taken but what we identified in this case, having listened to the phone calls of users who tried to interact with the operator, was that the issues were probably more widespread in terms of the circumstances that arose. The code of practice is useful. It is very basic and provides, at a minimum, a floor for what users should be guaranteed.

On broader functions, I mentioned earlier that the 2022 regulations and the 2023 Act to which we are now subject provide us with a range of new powers and obligations, and we think some of these, as we begin to roll them out and get traction with them, are likely to improve the overall levels of customer service. I mentioned, in particular, our ability now to compel the details of complaints providers have received in the prior six-month period. We have got the first tranche of information and are gathering insights from that. Again, we have gone out to consultation on the customer charter provisions in the 2023 Act and we want to ensure all providers will implement a customer charter that will create a type of market, and a good form of competition, relating to quality customer service standards.