ITSPA Launches New Code for Handling Complaints

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ITSPA has launched its member guidance and model code on complaints handling. The model code and guidance document was prepared collaboratively by international legal practice Osborne Clarke LLP, who are also ITSPA members.

It is a legal requirement for communications service providers to have a clear written customer complaints handling code in place which should be followed in the event of a complaint being made by domestic or small business customers.

Eli Katz, the Chair of ITSPA, said “ITSPA was delighted to work with Osborne Clarke to produce this model complaints code, which is available exclusively to ITSPA members I encourage members to make use of this highly valuable document to ensure that they remain compliant with the legal requirements in this area. This document provides yet another excellent benefit of ITSPA membership.”

Jon Fell, Partner at Osborne Clarke LLP, added “In recent years the industry has seen a couple of high-profile cases of companies being fined for failing to comply with the legal requirements regarding complaints handling. Osborne Clarke welcomed the chance to collaborate with ITSPA to produce the model complaints handling code and comprehensive guidance note which will help ITSPA members comply with existing legislation.”