Broadband and phone companies to put Fairness first

Telecoms providers commit to raising standards.

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Wednesday, 12 June, 2019

Britain’s broadband and phone providers have signed up to Ofcom’s new ‘Fairness for Customers’ commitment after Ofcom challenged the industry to set new standards in how it treats its customers.

All major providers in the UK have pledge to follow the new guidelines.

I welcome the commitments the providers have made, and the action they’re taking to ensure customers are treated fairly every step of the way. Great service cannot be optional. It has to be the norm.

This hasn’t always happened in the past in broadband and mobile services, but there is now a growing belief from providers that putting customers first is paramount.

- Sharon White: Chief Executive, Ofcom

Ofcom’s fair deal now means customers getting a deal which is right for their needs and getting the support they need, especially when their circumstances make them vulnerable. Providers must now support customers to make well-informed decisions with clear information about their options, during and at the end of their contract.

If things go wrong providers are now committed to giving a prompt response to fix problems and take the appropriate action, which can include compensation payments where relevant.

Providers must allow for customers to change and leave their services quickly and smoothly facing no additional barriers or hassle compared to those who’ve signed-up to new services.

These commitments represent Ofcom’s ongoing action under their ‘Fairness for Customers’ programme which also includes money-back schemes for broadband and landline customers when things go wrong.

To this end Ofcom continues to review broadband pricing, especially why some people are still paying more than others. And in particular, those who may find themselves in vulnerable circumstances. Ofcom expects to publish those findings later in the year.

Tim Bamford author picture

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Tim is a veteran freelance journalist writing extensively on internet news and cybersecurity.

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