C1Part II Provision of Telecommunication Services

Annotations:
Modifications etc. (not altering text)
C1

Pt. II (ss. 5-46) excluded (23.6.1999) by S.I. 1999/1736, art. 7(4)

F3 Standards of performance

Annotations:
Amendments (Textual)
F3

Ss. 27A, 27B and cross heading inserted (1.7.1992) by Competition and Services (Utilities) Act 1992 (c. 43), s. 1; Competition and Service (Utilities) Act 1992 (Commencement No. 1) Order, art. 3, Sch.

F127E Procedures for dealing with complaints.

F21

Each designated operator shall establish a procedure for dealing with complaints made by his customers or potential customers in connection with the provision by the designated operator of relevant services.

2

No such procedure shall be established, and no modification of such a procedure shall be made, unless—

a

the designated operator has consulted persons or bodies appearing to him to be representative of customers for whom he provides relevant services; and

b

the proposed procedure or modification has been approved by the Director.

3

The designated operator shall—

a

publicise the procedure in such manner as may be approved by the Director; and

b

send a description of the procedure, free of charge, to any person who asks for one.

4

The Director may give a direction to a designated operator requiring the operator to review his procedure or the manner in which it operates.

5

A direction under subsection (4) above—

a

may specify the manner in which the review is to be conducted; and

b

shall require a written report of the review to be made to the Director.

6

Where the Director receives a report under subsection (5)(b) above, he may, after consulting the designated operator, direct him to make such modifications of—

a

the procedure; or

b

the manner in which the procedure operates,

as may be specified in the direction.

7

Subsection (2) above does not apply to any modification made in compliance with a direction under subsection (6) above.