Ofcom: Web users to be aware of service standards when they complain

New measures could be put into place to ensure web users know what level of service they are entitled to when they call help lines operated by internet service providers (ISPs), says Ofcom.

The broadband industry regulator may introduce the measures in a bid to improve the experiences of customers calling their ISP for help.

Companies could become more transparent in relation to how they are performing for their customers, while users may be provided with more information regarding how problems are resolved and their various rights.

Ed Richards, chief executive of Ofcom, said: "Ofcom wants to work with industry to improve the complaints handling process for consumers who have cause to make a complaint."

Several ISPs were criticised earlier this year for advertising broadband connection speeds that were rarely attainable to their customers.

High-speed services can enable more efficient use of VoIP solutions, while they can also allow businesses to become more competitive.

In other news, BT has announced its next-generation roll-out will be completed a year early, in 2012.