Helping consumers get better deals: A review of the impact of end-of-contract notifications and pricing commitments by broadband and mobile providers

Ofcom strongly believes customers should get a fair deal for their communication services. We want customers to be able to take advantage of the wide choice of services available and shop around with confidence, so that they can get the best deals for their needs. To help customers to do this, we are imposing new requirements on providers to send important information to their customers when their contracts are coming to an end and on a regular basis after that.

Our new requirements will mean broadband, mobile, home phone and pay TV companies must notify their residential and business customers when their minimum contract period is coming to an end. These notifications will tell residential customers about the best tariffs available from their providers. Business customers will be given best tariff information in a form that is suitable for them. All customers who remain out-of-contract will also be given best tariff information by their provider at least annually.

The changes will involve providers sending personalised and tailored information to millions of individual customers. To make sure they get this right, companies will have nine months to make the necessary changes to their systems and processes. Customers will start receiving the notifications from 15 February 2020.

Our statement sets out in detail the requirements we are placing on companies.

Statement: Helping consumers get better deals – statement on end-of-contract notifications and annual best tariff information (PDF, 2.1 MB)

Datganiad: Helpu defnyddwyr i gael bargeinion gwell – datganiad ar hysbysiadau diwedd contract a gwybodaeth flynyddol am dariffau gorau (PDF, 199.6 KB)

Consultation: Helping consumers get better deals – consultation on end-of-contract and annual best tariff notifications, and proposed scope for a review of pricing practices in fixed broadband (PDF, 2.5 MB)

Helpu defnyddwyr i gael bargeinion gwell mewn marchnadoedd cyfathrebiadau (PDF, 159.9 KB)

Best Tariff Advice Research 2019: Debrief of findings (PDF, 1.7 MB)

Best Tariff Advice Research 2019: Debrief of findings (accessible version) (PDF, 703.9 KB)

Best Tariff Advice Research 2019: Executive summary of findings (PDF, 337.2 KB)