Automatic Compensation in the Telecoms market

Citizens Advice strongly supports the introduction automatic compensation for consumers who receive poor service from their telecommunications provider. Every day Citizens Advice sees the disruption which poor service from telecommunications providers can cause consumers. In 2015/16 mobile phones and broadband made up 5% of all queries to our Consumer Service. In particular problems with mobile phone service agreements and hardware consistently feature in the top five products which consumers come to us for help with. In addition local Citizens Advice helps a further 18,000 clients with problems with landline, mobile phone, internet and broadband services each year.

In this response [ 210 kb] we set out how the the introduction of this scheme will not only mean that more consumers will receive redress for the inconvenience these problems cause but  also will help to improve service standards across the sector.