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

  • Start: 14 December 2018
  • Status: Closed
  • End: 01 February 2019

Ofcom is tackling harmful practices that make it difficult for consumers to get the best deals. While there are good deals available to many, we are concerned that some customers may be paying too much for communications services. This is because companies choose to charge people different amounts based on whether they are in or out-of-contract, or the length of time they have been with their provider.

We are launching a review to examine the scale of any harm resulting from pricing practices in the fixed broadband market, who is affected, and determine whether there are any additional targeted actions we should take to protect broadband customers. This review will have a particular focus on vulnerable people, which may include people who are older, on lower incomes, or who have a physical or mental illness.

This adds to our existing consultation into pricing practices in the mobile sector, which is examining the need for regulation to prevent customers on bundled mobile handset and airtime contracts from overpaying.

We are also setting out our final proposals to impose new obligations on communications providers to give prominent and timely information to their customers about the services they buy through end-of-contract notifications, which will also tell customers about the best tariffs available. Equipping consumers with information at the right time will help them decide if they need to shop around or sign up to a new contract. Consumers will also get this information every year once they are out-of-contract.

Main documents

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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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