Britain's biggest broadband and phone firms to put fairness first
03/06/2019
03 June 2019
UKs major broadband, mobile, pay-TV and home phone firms sign Ofcoms new Fairness for Customers commitments
Ofcom challenges industry to set new standards in how it treats customers
The UK's biggest broadband, phone and pay TV companies have committed to put fairness at the heart of their business, after signing up to Ofcom's new Fairness for Customers commitments.
Ofcom has developed the commitments to strengthen how companies treat their customers. They aim to help ensure people are always treated fairly by their provider whether they are signing up to a new deal, trying to fix a problem or switching to a new company.
All of the UK's biggest providers have signed-up to the commitments including: BT; EE; Giffgaff; O2; Plusnet; Post Office; Sky; TalkTalk; Tesco Mobile; Three; Virgin Media and Vodafone. This covers the vast majority of broadband, mobile, pay-TV and home phone customers.
Sharon White, Ofcom Chief Executive, said: 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. That 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.
Margot James, Minister for Digital, said: I'm pleased that all the major telecoms providers have signed up to Ofcom's commitments today. They will not only help consumers get fairer deals, but will support competition by making sure providers work to the same objectives and compete on standards.
Caroline Normand, Which? Director of Advocacy, said: Until now too many people have received a raw deal from their broadband or mobile phone supplier. So it's a positive step that all the major players have signed up to Ofcoms new fairness commitments.
Confusing and unfair terms, poor customer support and overcharging are just some of the problems people tell us they have experienced. Providers now have the opportunity to make things right for their customers by committing to offer good service, fair treatment and a straightforward solution when things go wrong.
If you are unhappy with your current provider or think you are paying too much you should look to switch. A few minutes of your time could save you a lot of hassle and possibly hundreds of pounds a year.
All three will be speaking on these points at a joint Ofcom and Which? event on Fairness for Customers today (Monday 3 June). This will bring together Ofcom, the UK's leading communications companies, government, consumer groups and charities to promote fairness across the industry.
The commitments in full
Customers get a fair deal, which is right for their needs. Providers offer customers packages that fit their needs and have a fair approach to pricing. Prices are clear and easy to understand;
Customers get the support they need when their circumstances make them vulnerable. Providers understand and identify the characteristics, circumstances and needs of vulnerable customers - such as vulnerability due to a disability, age, mental illness or having recently been bereaved - and act to give them fair treatment and equal access to services too;
Customers are supported to make well-informed decisions with clear information about their options before, during, and at the end of their contract. Providers design and send communications in a way that reflects an understanding of how customers generally react to information so that they can understand and engage with the market;
Customers' services work as promised, reliably over time. If things go wrong providers give a prompt response to fix problems and take appropriate action to help their customers, which may include providing compensation where relevant. If providers can't fix problems with core services they have promised to deliver within a reasonable period, customers can walk away from their contract with no penalty;
Customers can sign up to, change and leave their services quickly and smoothly. Providers ensure that customers who are leaving do not face additional barriers or hassle compared to those who are signing up to new services;
Customers can be confident that fair treatment is a central part of their provider's culture. Companies can demonstrate that they have the right procedures in place to ensure customers are treated well. They keep these effective and up-to-date.
The commitments are a vital part of Ofcom's work to help ensure companies treat their customers fairly. Many are already underpinned by existing consumer law and Ofcom's rules. We will be monitoring companies' practices closely and will step in where we see firms falling short.
We will also publish a progress report next year, reviewing whether companies are delivering what they have promised. This is alongside our regular reporting on customer complaints and satisfaction.
Ofcoms Fairness for Customers programmeThe commitments represent the latest action from Ofcom's Fairness for Customers programme, which also includes:
money back for broadband and landline customers when things go wrong;
clear, honest information for broadband shoppers before they commit to a contract about what speeds they will get;
confirming new rules to make sure people get the right information, at the right time to find the best deal for them;
a major information campaign, Boost Your Broadband, to help people get faster broadband and save money; and
new rules from 1 July so mobile phone customers can change their provider with a simple text.
Further ongoing work includes proposals to ensure clearer, fairer deals for people who buy mobile handsets bund
LINK: | https://www.ofcom.org.uk/__search/s/redirect?collection=web&url=https:... |
See more stories from ofcom |
More from OFCOM
31/03/2021
Melissa Tatton appointed to lead Corporate Group
Melissa Tatton appointed to lead Corporate Group Add to Your Pages 30 March 2021 Melissa Tatton joined Ofcom last September as Interim Corporate Group D...
24/03/2021
One in three video-sharing users find hate speech
One in three video-sharing users find hate speech Add to Your Pages 24 March 2021 Ofcom sets out guidance to help services protect against harmful onlin...
19/03/2021
Ofcom spectrum auction: principal stage results
Ofcom spectrum auction: principal stage results Add to Your Pages 17 March 2021 Principal bidding stage for spectrum auction has ended The UK's fou...
19/03/2021
Ramping up the rollout of full-fibre broadband
Ramping up the rollout of full-fibre broadband Add to Your Pages 18 March 2021 Ofcom creates conditions for networks to ramp up the rollout of full-fibr...
14/03/2021
Ofcom appoints new Chair and new member to its Advisory Committee for Scotland
Ofcom appoints new Chair and new member to its Advisory Committee for Scotland Add to Your Pages 12 March 2021 Ofcom has today announced the appointment...
11/03/2021
A joined-up approach to digital regulation
A joined-up approach to digital regulation Add to Your Pages 10 March 2021 Digital Regulation Cooperation Forum publishes its first annual plan of work ...
12/02/2021
Ofcom fines O2 10.5m for overcharging customers
Ofcom fines O2 £10.5m for overcharging customers Add to Your Pages 12 February 2021 O2 broke Ofcom's rules by failing to provide customers with accu...
04/02/2021
Ofcom revokes CGTN's licence to broadcast in the UK
Ofcom revokes CGTNs licence to broadcast in the UK Add to Your Pages 04 February 2021 London, 10:15 GMT, 4 February 2021: Ofcom has today withdrawn the ...
03/02/2021
New plans for seamless broadband switching
New plans for seamless broadband switching Add to Your Pages 03 February 2021 Proposals for a new one touch' process to cut out the hassle of broad...
17/12/2020
Gigabit broadband reaches four in ten Scottish homes
Gigabit broadband reaches four in ten Scottish homes Add to Your Pages 17 December 2020 New Ofcom figures reveal broadband and mobile coverage across Sc...
17/12/2020
Gigabit broadband reaches one in four homes
Gigabit broadband reaches one in four homes Add to Your Pages 17 December 2020 New figures reveal broadband and mobile coverage across the UK 8m homes ...
15/12/2020
Maggie Carver appointed Ofcom interim Chair from January
Maggie Carver appointed Ofcom interim Chair from January Add to Your Pages 15 December 2020 The Government has appointed Maggie Carver as Ofcom's in...
12/12/2020
BT fined for breaking Ofcom rules in Northern Ireland tender
BT fined for breaking Ofcom rules in Northern Ireland tender Add to Your Pages 11 December 2020 BT failed to meet regulatory obligations during procurem...
09/12/2020
Traditional UK broadcasting at risk without radical shakeup, Ofcom warns
Traditional UK broadcasting at risk without radical shakeup, Ofcom warns Add to Your Pages 08 December 2020 New laws and rules needed for public service...
26/11/2020
Delivering postal users' needs in a digital age
Delivering postal users' needs in a digital age Add to Your Pages 26 November 2020 Royal Mail needs to become more efficient and modernise its parce...
25/11/2020
Broadcasters must look beyond London and reach the whole UK
Broadcasters must look beyond London and reach the whole UK Add to Your Pages 25 November 2020 Ofcom calls on industry to reflect wider range of geograp...
25/11/2020
Ofcom appoints six new Content Board members
Ofcom appoints six new Content Board members Add to Your Pages 24 November 2020 Ofcom has appointed six new members to its Content Board. Ofcoms Conte...
07/11/2020
Vulnerable customers must be treated fairly
Vulnerable customers must be treated fairly Add to Your Pages 23 July 2020 Ofcom sets out how phone, broadband and pay-TV companies should treat those w...
28/10/2020
Mobile firms to be banned from selling locked' handsets
Mobile firms to be banned from selling locked' handsets Add to Your Pages 27 October 2020 New rules to help customers put off from switching becaus...
16/10/2020
Reappointment of Mairi Kidd to MG ALBA board
Reappointment of Mairi Kidd to MG ALBA board Add to Your Pages 30 April 2020 Ofcom has today announced the reappointment of Mairi Kidd to the board of M...
16/10/2020
Ofcom awards six new community radio licences (May 2020)
Ofcom awards six new community radio licences (May 2020) Add to Your Pages 12 May 2020 Ofcom has today announced the award of six new community radio li...
16/10/2020
Broadband networks stand firm during pandemic
Broadband networks stand firm during pandemic Add to Your Pages 13 May 2020 Ofcom analysis shows UK broadband speeds have withstood a surge in demand du...
16/10/2020
Jonathan Oxley to step down
Jonathan Oxley to step down Add to Your Pages 13 May 2020 Ofcom has today announced that Jonathan Oxley, Group Director for Competition and Board member...
16/10/2020
Ofcom appoints Alison Marsden as Director of Content Standards, Licensing and Enforcement
Ofcom appoints Alison Marsden as Director of Content Standards, Licensing and En...
16/10/2020
New Board appointment for Channel 4
New Board appointment for Channel 4 Add to Your Pages 29 May 2020 Ofcom has today announced the appointment of a new non-executive director to the Board...
16/10/2020
Ofcom's General Counsel Polly Weitzman to move on
Ofcoms General Counsel Polly Weitzman to move on Add to Your Pages 01 June 2020 Ofcom has today announced that Polly Weitzman, Ofcom's General Couns...
16/10/2020
UK's internet use surges to record levels
UK's internet use surges to record levels Add to Your Pages 24 June 2020 Adults spending record 4 hours a day online on average, as coronavirus chan...
16/10/2020
Royal Mail fined 1.5m for missing 2018/19 delivery target
Royal Mail fined £1.5m for missing 2018/19 delivery target Add to Your Pages 10 July 2020 91.5% of first-class post was delivered next working day in 20...
16/10/2020
Ofcom awards three new community radio licences in Northampton
Ofcom awards three new community radio licences in Northampton Add to Your Pages 22 July 2020 Ofcom has today announced the award of three new community...
16/10/2020
Broadband customers to save millions following Ofcom review
Broadband customers to save millions following Ofcom review Add to Your Pages 28 July 2020 Out-of-contract customers could save over £270m a year in tot...
16/10/2020
Ofcom confirms plans for spectrum auction early next year
Ofcom confirms plans for spectrum auction early next year Add to Your Pages 03 August 2020 January auction for important airwaves to boost mobile capaci...
16/10/2020
UK talks for longer during lockdown
UK talks for longer during lockdown Add to Your Pages 08 October 2020 Callers spent around 50% longer on their mobiles during early stages of the corona...
08/04/2020
Ofcom sets out licensing plans for small-scale DAB
Ofcom sets out licensing plans for small-scale DAB Add to Your Pages 07 April 2020 Local radio listeners will be able to tune into new digital stations ...
03/04/2020
Changing attitudes of viewers and listeners revealed
Changing attitudes of viewers and listeners revealed Add to Your Pages 03 April 2020 TV and radio programmes that are unsuitable for children, or which ...
25/03/2020
Helping broadband and mobile users stay connected
Helping broadband and mobile users stay connected Add to Your Pages 25 March 2020 As families work and learn at home, Ofcom launches practical tips to g...
25/03/2020
Ofcom awards six new community radio licences (March 2020)
Ofcom awards six new community radio licences (March 2020) Add to Your Pages 25 March 2020 Ofcom has today announced the award of six new community radi...
13/03/2020
Ofcom finalises rules for mobile airwaves auction
Ofcom finalises rules for mobile airwaves auction Add to Your Pages 13 March 2020 New airwaves will boost mobile capacity and enhance 5G services Airwa...
10/03/2020
Ofcom welcomes shared rural network' agreement to improve mobile coverage
Ofcom welcomes shared rural network' agreement to improve mobile coverage Add to Your Pages 09 March 2020 The Government has announced it has reach...
03/03/2020
Ofcom awards four new community radio licences (February 2020)
Ofcom awards four new community radio licences (February 2020) Add to Your Pages 03 March 2020 Ofcom has today announced the award of three new communit...
15/02/2020
Companies must tell customers about their best deals
Companies must tell customers about their best deals Add to Your Pages 14 February 2020 Providers must now tell you when your contract's up, and wha...
12/02/2020
Ofcom Board appoints Dame Melanie Dawes as Chief Executive
Ofcom Board appoints Dame Melanie Dawes as Chief Executive Add to Your Pages 12 February 2020 The Ofcom Board has today announced the appointment of Dam...
12/02/2020
Ofcom response to Government announcement on online harms regulation
Ofcom response to Government announcement on online harms regulation Add to Your Pages 12 February 2020 Jonathan Oxley, interim Chief Executive: We sha...
04/02/2020
Parents' rising concern over children online (Wales)
Parents rising concern over children online (Wales) Add to Your Pages 04 February 2020 Gaming and self-harm among biggest concerns Half of older childr...
04/02/2020
Parents' rising concern over children online
Parents' rising concern over children online Add to Your Pages 04 February 2020 Gaming and self-harm among biggest concerns Half of older children ...
30/01/2020
Ofcom awards four new community radio licences (January 2020)
Ofcom awards four new community radio licences (January 2020) Add to Your Pages 30 January 2020 Ofcom has today announced the award of four new communit...
21/01/2020
Ofcom response to the CMA's super-complaint update
Ofcom response to the CMA's super-complaint update Add to Your Pages 21 January 2020 Lindsey Fussell, Ofcom's Consumer Group Director, said: We...
09/01/2020
Helping customers get fair treatment and fair prices
Helping customers get fair treatment and fair prices Add to Your Pages 09 January 2020 New scorecards help customers compare phone and broadband firms ...
08/01/2020
Supercharging investment in fibre broadband
Supercharging investment in fibre broadband Add to Your Pages 08 January 2020 Ofcom sets out conditions to help bring full fibre nationwide Improving t...
20/12/2019
Latest Scottish broadband and mobile coverage revealed
Latest Scottish broadband and mobile coverage revealed Add to Your Pages 20 December 2019 Number of homes with access to superfast broadband increased b...
20/12/2019
Latest UK broadband and mobile coverage revealed
Latest UK broadband and mobile coverage revealed Add to Your Pages 20 December 2019 Full-fibre broadband now available to around three million homes So...