Citizens Advice responds to Ofcom's automatic compensation scheme for broadband customers

Today (Friday 10 November) Citizens Advice has responded to Ofcom's announcement that broadband companies will automatically compensate customers for slow repairs, missed appointments and delayed installations.

Gillian Guy, chief executive of Citizens Advice, said:

"People rely on broadband for many of their daily activities, but all too often providers fail to deliver the service their customers are paying for. That’s why we’ve been calling for consumers to be automatically compensated when they’re left without a connection through no fault of their own.

"The introduction of this voluntary scheme means that consumers will no longer have to waste valuable time negotiating with providers, and is therefore welcome. However, it’s essential that Ofcom holds the broadband companies to account through strict reporting to ensure consumers receive the compensation they are entitled to. We will be looking closely at Ofcom’s full review of the scheme after 12 months to make sure it works for consumers.”

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Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website .

  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.

  3. To get advice online or find your local Citizens Advice in England and Wales, visit citizensadvice.org.uk

  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.

  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication  Advice trends .

  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.