Online growth leads to more complaints

A significant increase in the number of complaints from consumers who have sight tests at one practice but spectacles dispensed elsewhere has been observed by the Optical Consumer Complaints Service (OCCS).

In its annual report for 2009, the OCCS said the growth of internet suppliers and competitive offers had led to an increasing number of complaints in which it was difficult to establish whether the sight test or dispensing was at fault.

Practitioners were reminded of their legal requirement to provide consumers with their prescription immediately following a test and the report highlighted that it should not be necessary for a consumer to ask for their prescription.