Review of the General Conditions of Entitlement

  • Start: 20 December 2016
  • Status: Closed
  • End: 14 March 2017

Consultation on the general conditions relating to consumer protection

This is a consultation about changes that we are proposing to make to the General Conditions of Entitlement – the regulatory rules that all communications providers must follow in order to operate in the UK.

The aim of this review is to ensure that the General Conditions remain fit for purpose in today’s market and are aligned to our current policy priorities. We are seeking to make the rules clearer and more practical, remove any redundant rules, and make compliance simpler. This should also make it easier for us to enforce the rules in the interests of citizens and consumers.

This consultation focuses on consumer protection issues. We consulted on proposals relating to the more technical conditions earlier this year.

We have identified a number of areas where we consider new or strengthened regulation is needed to protect consumers from harm in light of developments in technology and changes in consumer behaviour. Key areas of focus include the handling of complaints by communications providers and the needs of vulnerable consumers and end-users with disabilities.

The changes we are proposing are set out in this document. We invite stakeholders to respond to this consultation by 14 March 2017. We are aiming to publish a final statement and the revised conditions later in the year.


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