Consultation: Treating vulnerable customers fairly guide – proposals to amend the guide to help ensure customers in debt or struggling to pay are treated fairly
- Start: 17 March 2022
- Status: Closed
- End: 12 May 2022
Making sure people in debt or struggling to pay are treated fairly by their communications provider is a priority for Ofcom.
While a relatively small proportion of broadband and mobile customers tend to fall into arrears, debt can be stressful and can have a significant impact on a person’s mental health. We are also mindful that more people may fall behind on their bills in 2022 due to rising retail prices and wider pressures on the cost of living. We have therefore undertaken a review to consider whether the protections for people in debt or struggling to pay remain appropriate, or whether there is a case for strengthening them
We propose to amend our Treating vulnerable customers fairly guide to set out best practice recommendations to providers regarding further practical measures they could adopt to treat financially vulnerable customers fairly.
Main documents
Supporting documents
Responses
| Responder name | Type |
|---|---|
| Advisory Committee for Northern Ireland (PDF File, 100.7 KB) | Organisation |
| Advisory Committee for Scotland (PDF File, 104.6 KB) | Organisation |
| BT (PDF File, 277.4 KB) | Organisation |
| Christians Against Poverty (PDF File, 486.1 KB) | Organisation |
| Citizens Advice (PDF File, 173.1 KB) | Organisation |