Consumer service standards for customer care

This Code sets out the minimum standards of practice that providers must deliver when engaging with consumers.  

Scope

Providers must publish a customer care policy that includes: 

• Minimum standards of practice 
  
• A complaint handling process 
  
• Information on how a complaint can be escalated to the Telecommunications Disputes Resolution (TDR) scheme 
  

Who it applies to

• All TDR Scheme Members (including TCF Members) 
  

Who it affects

• Customers who are customers of TDR Scheme members 

Code status

Code type: Mandatory code

Document version: 1st Edition July 2023