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

loading icon

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
Load more