§ Mr. ChidgeyTo ask the Secretary of State for Trade and Industry what steps her Department is taking to promote an increase in internet service providers' accountability to their customers. [163431]
§ Mr. TimmsUnder the Communications Act 2003, Ofcom was given a duty to set general conditions for service providers to provide information about services standards and customer rights. Under Ofcom's General Conditions of Entitlement, Internet service providers must provide a consumer code of practice that will set out clear information about the company they are dealing with, what they offer, what policies are in place (e.g. in relation to disconnections, payment, billing etc.), how to contact them, how to complain and how to go to an alternative dispute body.
The Communications Act 2003 also gave Ofcom a duty to promote media literacy. As part of Ofcom's strategy for the promotion of media literacy they will be encouraging Internet service providers to offer advice and guidance to customers, particularly in relation to the protection of young people from harmful content and services delivered on the Internet. In addition, Ofcom propose to direct people to information provided by other stakeholders when looking for information to control their and their children's activities online.
§ Mr. ChidgeyTo ask the Secretary of State for Trade and Industry what steps are being taken to encourage internet service providers to provide more information to their customers on the services they provide. [163432]
§ Mr. TimmsThe regulation of Internet service providers is the responsibility of Ofcom. Under the Communications Act 2003 Ofcom have put in place a range of general conditions which improve the accountability of all communications providers, including ISPs, to their customers. For example all communications providers now have to establish alternative dispute resolution procedures for handling complaints made by their customers.