Topcomm review FAQ

1. What is Topcomm and how is it useful for me?

Topcomm is a service designed to help fixed line telecoms customers to make informed decisions on which supplier to use. Topcomm was introduced by industry following a Direction issued by Ofcom which required providers of voice services to collect and publish information on certain aspects of quality of service.

It enables customers to see comparable information on service provision, fault incidence and fault repair, complaints processing and upheld billing complaints before choosing a provider for their fixed line voice services.

2. Why is Ofcom consulting on the quality of service reporting regime?

The scheme has now been up and running for several years and now is a timely opportunity to review whether it is working appropriately.

Increased competition and technological innovation is good for consumers; however, such progress introduces increasingly complicated choices for consumers.

We want to make sure that consumers have the information they need to make the most appropriate choice for their own circumstances. We are researching what sort of information is useful to consumers.

We also need to make sure we only require appropriate information to be reported.
In particular, we are considering whether information on customer service for large businesses should still be reported.

3. Why does Topcomm only provide quality of service for fixed-line providers? What about mobile and broadband?

The reporting regime is currently limited to fixed line services. However, with the increasing take up of broadband and mobile and because we know many consumers find it hard to compare quality of service in these sectors, we think its appropriate to consider the merits of expanding the scheme.

4. Are other aspects of customer service being considered going forward?

We are researching what sort of information is useful to consumers. In this consultation, weve considered a number of options, including how information on complaints and faults might be better presented to customers. We have also identified other aspects of customer service, such as the time taken for calls to be answered at call centres, that customers might find it useful to know.

Looking at customer service is the first phase of a two phase review. Later on, well be looking at technical and network issues.

5. How can consumers trust that information is correct?

Within the current scheme providers verify information before it is published. We have used this consultation to identify some potential issues with the current process and present some options which might improve it.

6. How would Ofcom publicise information?

In order for customers to use information provided, its important that they are aware of what is available and how they can access it. The consultation sets out a number of options on raising awareness of information provided and how it might best be presented to customers.