Question to the Department for Digital, Culture, Media & Sport:

To ask the Secretary of State for Culture, Media and Sport, what recent assessment he has made of the (a) accountability of internet service providers to their customers and (b) role of the regulator in upholding the rights of those customers.

Internet Service Providers are accountable to Ofcom - and in turn to their customers - through Ofcom's 'General Conditions (14)'. These conditions include ensuring that an effective complaint handling procedure is in place, and Ofcom can impose a penalty of up to 10% of turnover for failure to comply.

Ofcom, as the UK’s independent communications regulator, has a duty to secure alternative dispute resolution (ADR) schemes for domestic and small business customers to make sure their rights are upheld. Ofcom periodically reviews the two approved ADR schemes (Ombudsman Services: Communications and the Communications and Internet Services Adjudication Scheme) and monitors their ability to deal with complaints independently, transparently and effectively.