Consultation: Proposed guide for treating vulnerable consumers fairly

  • Start: 25 September 2019
  • Status: Open
  • End: 20 November 2019

This consultation document suggests measures providers could adopt to help ensure they treat vulnerable people fairly and give them the help, support and services they need.

One of Ofcom’s priorities is to ensure broadband, phone and TV customers, especially vulnerable customers, are treated fairly.

Vulnerable people might face barriers to making full use of their communications services, particularly if providers don’t offer the right help and support.

Providers must treat vulnerable consumers fairly and give them the right help, support and services. Ofcom’s rules – specifically General Conditions C5.1-5.5, which came into force in October 2018 – require providers to have policies and procedures in place to ensure vulnerable customers are treated fairly. We want vulnerable people to receive a high level of customer care to help them to manage their communications services effectively, and to help them get the right deal for their needs at a competitive price.

This consultation document suggests practical steps that providers should consider taking, to help ensure they are treating vulnerable consumers fairly and delivering good outcomes for them.

We are now seeking views from interested or affected parties on our proposed guide on treating vulnerable customers fairly.

Responding to this consultation

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

Main documents


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