Discussion paper: Making communications markets work well for customers – a framework for assessing fairness

  • Start: 17 June 2019
  • Status: Closed
  • End: 12 August 2019

Ofcom strongly believes that customers should get a fair deal for their communications services. We want communications providers to do more to put fairness at the heart of their businesses to achieve this. We think this is important to ensure that customers continue to trust that communications markets will deliver for them. To help providers, we have developed this discussion paper to explain how Ofcom is likely to assess fairness issues and the kinds of concerns that might prompt intervention.

This paper is part of the wide range of work Ofcom is doing under its Fairness for Customers programme. This includes our recently published Fairness for Customers commitments, which are designed to raise standards in how companies treat their customers and new rules to make sure people get the right information, at the right time to find the best deal for them.

Responding to this discussion paper

Please submit responses using the consultation responses form (RTF, 1.4 MB).

Main documents

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Responder name Type
BT Group (PDF File, 540.4 KB) Organisation
Campaign to Retain Payphones (PDF File, 93.0 KB) Organisation
Citizens Advice (PDF File, 314.9 KB) Organisation
Communications Consumer Panel and the Advisory Committee for Older and Disabled People (PDF File, 364.1 KB) Organisation
Consumer Council for Northern Ireland (PDF File, 367.4 KB) Organisation
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