OFCOM have today published their decision on automatic compensation for broadband and phone line faults. The result is a scheme adopted only by the major ISPs to pay compensation for delayed installs, delayed fault repair and missed appointments.
As a small ISP, we are relieved at this approach as the original proposals contained a number are areas of serious concern. This is good news for consumers generally and should hopefully mean that Openeach and back-haul carriers that we use put in place systems to pay automatic compensation (though OFCOM have not insisted on this). If this happens we will be able to pass on any compensation we receive automatically to AAISP customers as well.
So, whilst not part of the scheme, AAISP customers should benefit from automatic compensation in most cases.
We also hope, as do OFCOM, that in the 15 months lead up to the scheme starting, the likes of Openreach will actually improve services so as to avoid having to pay compensation. Obviously this will benefit all ISPs and their customers, not just those in the scheme.