Complaints have always been a contentious issue in the world of optics, so there is understandable cause for concern when the number of complaint inquiries rockets by more than 50 per cent in one year (see news).
Does this mean that retail optics has started ripping off its customers? I think not. What is at play here is modern technology and the service industry coming together to give the profession some frank, if unpleasant, feedback.
The Optical Consumer Complaints Service is clearly frustrated by its inability to cope with many of the unresolved complaints placed before it and has called on the GOC for help. It has been suggested that the way the corporate sector handles patients has increased complaints due to a watering down of communications, but it is the emergence of the internet and no-win, no-fee lawyers that have really upped the ante.
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