Source · Select Committees · Public Accounts Committee
Recommendation 11
11
Rejected
Ofcom's contact centre will gather individual complaints to inform identification of emerging harms.
Conclusion
Ofcom told us that, while it is not able or resourced to act on individual complaints, its contact centre will be set up so people are able to submit complaints to Ofcom. Ofcom explained that this would provide a valuable source of data for itself, alongside other data, informing its triage process of harmful websites and helping it to identify emerging harms and to determine whether action would be taken.18
Government Response Summary
The government explicitly disagrees, stating Ofcom is not empowered to adjudicate individual complaints, which should be directed to service providers. Ofcom will use reported complaints to identify trends, acknowledge them, and direct users to support, and super-complaints from eligible entities will be considered.
Government Response
Rejected
HM Government
Rejected
2.1 The government disagrees with the Committee’s recommendation. 2.2 Ofcom agrees it is important for users to see improvements to their online experiences. Regulated services will be required to operate easy-to-use, accessible and transparent complaints procedures; Ofcom holds enforcement powers to bring them into compliance. The Act does not empower Ofcom to adjudicate on individual complaints; these should be directed to the provider itself, which is best placed to resolve issues. 2.3 Ofcom recognises the importance of gathering information about users’ experiences. Ofcom’s online form allows users to report where they feel a service provider has failed to properly address their concerns. Ofcom will analyse complaints for trends that may require further action such as additional research, engagement with services, or consumer campaigns. Ofcom’s enforcement decisions will usually note where they have been informed by user complaints. User complaints to Ofcom will be acknowledged and they will be directed to sources of support. 2.4 Eligible entities representing the interests of users and members of the public will be able to bring super-complaints to Ofcom about concerns that services’ features or conduct present a risk of harm to users. The government will specify, in regulations, criteria for eligible entities, and Ofcom will issue guidance on how it will handle super-complaints. 2.5 The Act requires Ofcom to undertake a report on services’ reporting and complaints procedures. Following this, the Secretary of State may impose, through regulations, a duty on Category 1 services to arrange and engage in an impartial, out-of-court, alternative dispute resolution procedure.