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

  • Start: 14 December 2018
  • Status: Statement published
  • End: 01 February 2019

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 achieve this, we introduced new rules, which came into effect in 2020, requiring providers to send important information to their customers – both when their contracts are coming to an end and on a regular basis after that. We also secured commitments from major providers to protect customers from certain types of pricing practices. This report examines the impact of these measures so far.

Update 10 May 2024 – ex-post evaluation of the impact of the introduction of ABTNs and ECNs on the re-contracting and switching for mobile services

We have today published an ex-post evaluation of the impact of the introduction of ABTNs and ECNs on re-contracting and switching for mobile services. The assessment in this report focuses of the impacts of ABTNs and ECNs on mobile customer outcomes. We use econometric techniques to assess the direct effects of ABTNs and ECNs on customer re-contracting and switching whilst controlling for other factors.

An ex-post evaluation of the impact of the introduction of ABTNs and ECNs on re-contracting and switching for mobile services (PDF, 1.0 MB)


Main documents

Supporting documents

Responses to our consultation on end-of-contact notifications and annual best tariff notifications

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Responses

Responder name Type
BT (PDF File, 653.7 KB) Organisation
Citizens Advice (PDF File, 439.5 KB) Organisation
Collective business response (Verizon, ATT, Gamma, Colt, CenturyLink) (PDF File, 549.6 KB) Organisation
Consumer Communications Panel and ACOD (PDF File, 179.5 KB) Organisation
Decision Tech (PDF File, 497.5 KB) Organisation
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