At an event held with the consumer magazine Which?, Ofcom unveiled the latest action from Ofcom’s Fairness for Customers programme
Background: Ofcom, all leading communications companies, government, consumer groups and charities have got behind the new ‘Fairness Commitments’ to promote fairness across the industry and to address issues in poor customer service.
The commitments in full: There are six key commitments, many already underpinned by existing consumer law and Ofcom’s rules. They include ensuring customers get a fair deal with prices that are clear and easy to understand, that clear information and options are presented at the end of contract, and that when things go wrong customers get compensated and can walk away without penalty. There are also commitments to support more vulnerable customers.
Who is signed up? 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. Ofcom will publish a progress report next year, reviewing whether companies are delivering what they have promised.
