Oftel suggests improvements for BT wholesale

Telecoms watchdog Oftel has listed recommendations for improving BT's Call and Access service, following a deluge of complaints last year from customers of service providers including Localtel and Nextcall.

Oftel has set the quality of service standards after issuing two provisional orders against BT last year after it deemed that the telco had failed to deliver an adequate service.

Call and Access, launched in October 1998, lets service providers offer own brand telephone services using the telco's network. The service came under scrutiny after service providers' customers reported major problems, such as disconnection, double or no billing and poor customer service.

During 1999, Oftel investigated several complaints from service providers about the provision and cost of the service. The watchdog said the effect of this dissatisfaction was to "drive end users from the service provider back to BT".

Oftel issued two consecutive provisional orders - one of its most powerful weapons - against BT for failing to provide Call and Access to an adequate standard. BT was required to address its shortcomings or risk losing its licence.

David Edmonds, Oftel's director general of communications, said today that there has been a considerable improvement to BT's Call and Access service as a result of the watchdog's intervention last year.

"Oftel's strategy is to move away from regulation where appropriate, and we encouraged BT and the service providers to discuss and agree new quality of service standards for the product," said Edmonds.

Oftel said the discussions have resulted in proposed new service standards, although there are still outstanding issues that need to be agreed by the industry. It has set a deadline of six weeks after the end of the consultation for the industry to agree, and will then consider using its powers to set standards if there is no consensus.

ISPs Localtel and Nextcall threatened legal action against BT, seeking compensation arising from the problems using the Calls and Access service.