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This Article provides some general advice on what to do if you are not happy with your Telecommunications provider.
I have seen something I think is pornographic
It should be kept in mind that Abuse / AUP teams are generally only responsible for minding their own domain, not the entire Internet. As an example there is no point in reporting something you deem unsuitable on a website that is not managed or provided by your ISP.
A first port of call may be the providers "abuse" or "AUP" team, frequently they are accessible by e-mail at an address such as abuse@providersname.com , an example is abuse@blueyonder.co.uk
In the specific case of ntl: there is a website reporting system in place at ntl's Internet Abuse Logging system
For the Internet at large the Internet Watch Foundation may be more appropriate. The IWF works with ISPs and other organisations to reduce illegal content, as an example by use of recommended "Block Lists"
IWF
5 Coles Lane,
Oakington,
Cambridgeshire,
CB4 5BA
E-mail:admin@iwf.org.uk
Tel: 01223 237700
I cannot get my Complaint resolved
As with all complaints and concerns, you should first raise these with the supplier of the services, following their processes and allowing them time to respond.
If you are unable to find out what their processes are, then you should ask, usually at Customer Services.
If having done all of that you cannot get a resolution then you should investigate if one of the following organisations can help. It may be necessary to determine if your Service Provider has signed up to, or has recognised the organisation.
Otelo
Office of the Telecommunications Ombudsman – Otelo is an independent approved dispute resolution service and aims to help resolve disputes if they arise. Otelo is approved by the communications regulator Ofcom.
Otelo
PO Box 730
Warrington,
WA4 6WU
E-mail: enquiries@otelo.org.uk
Tel: 0845 050 1614
ICSTIS
The Independent Committee for the Supervision of Standards of Telephone Information Services regulates the content and promotion of premium-rate services.
If you have experienced excessive bills because of "premium rate diallers" caused by infections on your PC, this is who you should speak to.
ICSTIS
Clove Building
4 Maguire Street
London
SE1 2NQ
E-mail: secretariat@icstis.org.uk
Tel: 020 7940 7474
CISAS
Communications & Internet Services Adjudication Scheme is a member of the British and Irish Ombudsman Association and is an independent dispute resolution service for communications providers and their customers.
(Note: According to the CISAS website at 25/09/206 the registered members of CISAS include Telewest and Telewest Blueyonder, but not ntl:
CISAS
c/o DRS-CIArb
12 Bloomsbury Square
London
WC1A 2LP.
Email: cisas@drs-ciarb.com
Tel: 020 7421 7432
FAX: 020 7404 7150
Text Phone: 020 7242 5643
OFCOM
Ofcom, the UK's communications regulator, provides guidance to consumers and businesses on issues which will effect them on a day to day basis.
For example, on 21st June 2006 Ofcom published a report outlining research on addressing consumer protection issues on the internet. A copy of that research document can be accessed here.
Ofcom
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Switchboard: 020 7981 3000
Fax: 020 7981 3333
For regulator updates you can sign up for a free electronic newsletter from Ofcom, or keep in touch via their consumer website
complaining to ntl ntl complaints complaining about ntl
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Updated: 2006-10-03
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