The TIO board announced today it had approved changes to the regulator's constitution that would allow it to investigate complaints regarding all faulty handsets bundled with mobile service contracts. Previously it was limited to investigating complaints about handsets explicitly referred to or included in the service contract.
The TIO announced its decision to change its policy in its 2002 annual report on the telecommunications industry's performance, released today.
The TIO said "at a policy level, the council and board approved a number of important changes to the TIO's constitution, including an extension to the TIO's jurisdiction to investigate a limited class of complaints involving faulty mobile handsets sold as part of a bundled contract".
Previously, the TIO's jurisdiction to investigate handset faults had been limited, excluding handsets not directly referred to in service contracts.
Outlining its previous position in November 1999, the TIO said "the problem is that consumers are not necessarily aware that they are effectively involved in separate deals".
According to the TIO's 2002 annual report enquiries regarding faulty handsets dominated the 1,550 mobile-related complaints received throughout the year, ahead of those concerning mobile coverage.
"In the long term, the issue of bundling of services and access devices may prove to be one of great importance to consumers and the TIO," the ombudsman, John Pinnock, said in the report.
