Consultation: End-of-contract and out-of-contract notifications

  • Start: 31 July 2018
  • Status: Closed
  • End: 09 October 2018

In this consultation, we put forward proposals to set new rules that will require communications providers to send a notification to their customers when they approach the end of their minimum contract period. We are also proposing a new rule that will require providers to send a one-off notification to their customers who have already passed the end of their minimum contract period, where these customers were not informed of that at the time. These notifications will be sent to both residential and small business customers (ten individuals or fewer).

In April 2018, we announced that we would focus our consumer engagement work on end-of-contract notifications. This document sets out our findings and invites stakeholder views on our proposals.

Update 15 May 2019: statement published

We have today published our statement on helping customers get better deals, following a further consultation we opened in December 2018.

Main documents

Supporting documents

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Responder name Type
Andrew Griffiths (PDF File, 484.8 KB) Individual
BT (PDF File, 1.2 MB) Organisation
Citizens Advice (PDF File, 108.8 KB) Organisation
Communications Consumer Panel and ACOD (PDF File, 94.6 KB) Organisation
Consumer Forum for Communications (CFC) (PDF File, 248.3 KB) Organisation
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