Investigation into Post Office Limited’s charges for telephone calls using relay services

04 September 2019


Investigation into Post Office Limited (Post Office)
Case opened 14 March 2019

This investigation is examining whether Post Office has complied with its charging obligations in relation to telephone calls using relay services.

Relevant legal provision(s)

General Condition C5.9 and previous General Condition 15.3

Following consideration of information provided by Post Office, we have decided to open an investigation into Post Office’s compliance with General Condition C5.9 (applicable since 1 October 2018) and previously under General Condition 15.3. These conditions place/placed an obligation on all Communication Providers in effect to charge customers no more than the cost of a standard call for using relay services, and to apply a special tariff scheme to these calls in order to compensate those customers for the additional time required to complete the call.

Post Office has provided some information indicating that it did not apply a special tariff scheme to some text relay calls between at least 13 March 2014 and 28 November 2018. We have therefore decided to open an investigation that will examine whether there are reasonable grounds for believing that Post Office has failed to comply with its charging obligations under GC C5.9, and previous GC 15.3, since those respective obligations came into force, including for that specific period.

We aim to reach a provisional decision in this investigation by July 2019. We will publish a further update once this phase is complete.

Case leader

Tom Cherry (email:

Case reference CW/01237/02/19