C1Part II Provision of Telecommunication Services
F3 Standards of performance
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.
Pt. II (ss. 5-46) excluded (23.6.1999) by S.I. 1999/1736, art. 7(4)