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08|02|06

Ofcom sets out approach to consumer issues

Ofcom today published proposals on its approach to consumer issues.

Last year Ofcom’s Strategic Review of Telecommunications set out the competitive framework for the telecoms sector, and raised the need to address a number of consumer issues. These did not include Universal Service requirements, which are the subject of a separate Ofcom consultation.

The proposals published today focus on four key areas:

• Consumer protection: Better early warning to raise awareness of scams and mis-selling in the communications sector;
• Enforcement: Quicker and more targeted action to address issues of concern to consumers;
• Complaint handling: Work to assess how existing arrangements for consumer complaints about communications providers can be improved;
• Consumer information: Consumers’ access to reliable and useful data to inform their choices in a competitive market.

Ofcom also proposes to follow up recommendations from the Ofcom Consumer Panel to ensure that consumer interests are central to competition policy development.

Ofcom is proposing to work closely with other consumer organisations and to continue using its own market research to provide evidence on consumer preferences and priorities. It will also assess how vulnerable consumer groups such as the elderly or those on lower incomes can gain the benefits of a more competitive market.

The closing date for responses to Ofcom’s consultation on consumer policy is 19 April 2006 and the full consultation is available in the Related Items.

Ends.

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