Investigation into giffgaff about its compliance with metering and billing requirements


Investigation into giffgaff Limited (giffgaff)
Case opened 17 September 2018

This investigation is examining whether giffgaff has complied with its obligations under General Condition 11 requiring Communications Providers (“CPs”) to accurately bill consumers for their use of communication services.

Relevant legal provision(s)


We have decided there are reasonable grounds for believing giffgaff has contravened its obligations under section 135 of the Communications Act 2003 (the ‘Act’) as a result of providing inaccurate information in response to two information requests sent during the course of our investigation.

We have issued a provisional notification under section 138 of the Act to giffgaff setting out our reasons for this. giffgaff now has an opportunity to make representations to us on our provisional decision, which we will take into account before we issue a final decision.

Case leader

Gavin Daykin (email:

Case reference CW/01230/09/18