Ofcom’s framework for assessing fairness in broadband, mobile, home phone and pay-TV - Which? response

Which? believes that it is essential that communications providers treat customers fairly. Unfair practices can undermine consumer trust in markets. Our consumer insight tracker shows that consumer trust of both broadband and mobile services is low (36% in May2019).1 This is significantly lower than trust in the water sector (58%) and only just above that of gas and electricity (31%). It is essential that consumers are able to trust that the telecoms market will deliver for them. We hope that Ofcom’s work in relation to fairness will help to address the issue of trust in this sector.

Which? supports the work Ofcom and other regulators are doing in developing fairness frameworks that set out criteria to assess unfair practices and the scale of harm to consumers. We agree that ‘there are differences between regulated sectors which will need to be reflected in approaches to achieving fairer outcomes.’ However, Ofcom should work with other regulators to ensure there is a coherent approach to fairness across markets.

Alongside this, we are supportive of Ofcom’s fairness commitments and were pleased to be able to support their launch in June 2019. Ofcom should encourage more communications providers (CPs) to sign up to these commitments as these must be supported across the industry, not just by the largest providers.