Ofcom Chief Executive recognised by Which? for consumer focus

17 May 2017

Ofcom Chief Executive Sharon White has been awarded the Positive Change Award by consumer association Which?, for her work towards ensuring the telecoms industry better serves consumers.

The Positive Change Award is awarded to an individual or company that Which? feels has made a difference for consumers.

Which? said it had been impressed with Sharon’s commitment to putting consumers at the heart of Ofcom’s work, and highlighted how she has set out to tackle changing consumer demands in the telecoms market.

It cited measures to tackle excessive line rental charges for the most vulnerable customers and recent fines for telecoms firms that had made billing mistakes, as well as plans to introduce automatic compensation for landline and broadband customers when providers don’t deliver – all of which are aimed at driving improvements in the quality of service that consumers receive.

Accepting the award, Sharon said: “I am absolutely delighted to receive the Positive Change Award, an award that I’m receiving on behalf of my colleagues and teams at Ofcom.

“Ofcom is a regulator that focuses on the consumer – our vision is to make communications work better for everyone.

“Customer expectations have rocketed in recent years; we regard good mobile and broadband as an essential service – and yet there is so much more to be done to bring about a cultural change which is customer-focused within the telecoms industry.

“We’ve started to make some changes but I hope that we can do even more over the next few years.”

In presenting the award, Peter Vicary Smith, Which? CEO, said: “The Which? Positive Change award acknowledges those who have gone above and beyond to help implement real change that benefits consumers.

“Over the past two years, Sharon White has put consumers at the heart of Ofcom’s agenda and intervened at critical moments to ensure that the industry is moving in the right direction, such as plans to introduce automatic compensation for broadband services and tackling excessive landline rental charges.

“Both Which? and Ofcom know there is more to be done to improve this market and we look forward to continuing to work with Sharon and her colleagues to implement this in the future.”