OFCOM consulted on this earlier in the year and we raised a number of concerns over it - not the principle, which is sound, but the implementation. One of our main suggestions was that it would be simple if Openreach paid out automatically for the specific issues covered, and carriers and ISPs simply passed this on.
Well, in a round about way, it seems that may be what we can now do. OFCOM just published their decision (here). It mentions our response quite a lot. It outlines an industry scheme run by BT, Virgin Media, Sky, TalkTalk and Zen Internet to pay out £8 for a day service is not repaired (total loss of service), £25 for missed appointment, and £5 per day for delayed installation.
We know there is work going on with Openreach to manage the interface (XML B2B stuff) to allow this whole process to work. We are asking our carriers today (BT Wholesale and Talk Talk Business) to confirm they will pass on what they get from Openreach.
Whilst AAISP are definitely not part of this scheme, we are more than happy to have Openreach work out that they have delayed a repair, missed an appointment, or delayed an install, and either directly, or via wholesale carriers, send us the compensation and we will pass on to end users. We'll need to work on the interface to make that work, but hopefully that will not be too hard. Assuming the carriers pass it on, and we can automate it, we will simply add a credit note on to the customer account, which if paid by Direct Debit and it makes the account in credit, will mean an automatic BACS refund of actual money to the customer within a few days.
Even so, the OFCOM response does have some oddities - such as no compulsion on wholesale and back-haul carriers to pass on compensation at all! We'll see what they say.
P.S. Of course we also hope this will mean Openreach improve services so as to avoid having to pay compensation anyway, and this will be of benefit to all ISPs and customers, not just those in the scheme.