Call for inputs: Review of measures to protect people in debt or at risk of disconnection

Making sure customers, especially people in vulnerable circumstances, are treated fairly is a priority for Ofcom.

The importance of communications services such as phone, broadband and pay TV has been underlined by the coronavirus pandemic. In addition, many people’s finances have changed significantly over the last year, with some facing particular challenges. It is therefore particularly important that people in debt, or who are struggling to pay their communications bill, are treated fairly by their communications provider.

We welcome the steps providers have taken to temporarily support their customers struggling to pay during the pandemic. Given the ongoing uncertainty about the longer-term economic outlook, and an expected increase in levels of household debt of all types, we believe now is the right time to consider whether the protections for people in debt or struggling to pay remain appropriate, or whether there is a case for strengthening them. This call for inputs is the first step in this review and invites views on our initial observations.

The deadline for responding is 5pm on Thursday 30 September 2021.

Responding to this consultation

Please submit responses using the consultation response form (ODT, 49.8 KB).