Featured in this report: IT & telecommunications
In addition, 209 website visitors took part in an online survey, while 21 member companies completed a web survey, with four of them taking part in a follow-up telephone interview. The findings were summarised in an executive report outlining key insights from the 2010 study.
At the time, the Office of the Telecommunications Ombudsman (Otelo) provided an independent dispute-resolution service for public communications providers (PCPs) and their customers. PCPs included telecommunications companies, mobile operators and internet service providers offering services to the public and small businesses. Otelo had around 300 member companies across the fixed-line, mobile and ISP markets.
Otelo’s role was to investigate complaints that had reached 'deadlock' within a provider’s own process and to issue fair, evidence-based final decisions, which member companies were required to honour. The organisation described its service as free, impartial and focused on listening to both sides of a dispute. Users of the service typically fell into four broad groups, depending on their needs and the nature of their case.
Read the project research case study.
