Ofcom said that between July 2011 to April 2014, EE didn’t give some customers “accurate or adequate information” about their rights to participate in an alternative dispute resolution (ADR) process.
Independent regulators that provide ADR let people refer complaints that can’t be settled with a provider if discussions end in deadlock.
Comms companies that provide services to individuals or small businesses employing up to 10 people must be a member of one of the two bodies – the Communications and Internet Services Adjudication Scheme (CISAS) and Ombudsman Services.
EE has to pay the million pounds within the next 20 days. The fine it levies then goes straight to the UK Treasury.
Ofcom said that EE has now changed its Customer Complaints Code to guide people that have a beef that can’t be resolved and has changed the information it provides on paper bills it sends out.