January 27, 2020

Ofcom has published a framework outlining the kinds of factors it will consider when judging whether customers are being treated fairly by telecoms and pay-TV firms.

This is the latest step in Ofcom’s Fairness for Customers programme, which last year saw all of the UK’s biggest providers make a commitment to put fairness first.

Following consultation last year, this framework aims to support companies in their commitment to improve customer service and put fairness at the heart of their business. It explains how Ofcom is likely to assess fairness concerns when they arise, and the kinds of problems that might prompt it to step in and take action to protect customers.

Ofcom says that it will continue to monitor customers’ experiences, and make sure companies stick to what they promised in their fairness commitments. To access Ofcom’s statement, click here.