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Fair treatment and easier switching for broadband and mobile customers - Citizens Advice response

4 Mawrth 2020

Fair treatment and easier switching for broadband and mobile customers - Citizens Advice response [ 36 kb]

We welcome the opportunity to respond to Ofcom’s consultation ‘Fair treatment and easier switching for broadband and mobile customers ’. The proposals we respond to will help to reduce friction in the switching process. They will also make it easier for disabled and vulnerable consumers to use and receive key information about communication services. 

Our response is structured on the following key areas:

  1. Switching and porting

  2. Disincentives to switch: mobile device locking

  3. Disincentives to switch: non-coterminous linked contracts

  4. Emergency video relay

  5. The provisions of communications in accessible formats for disabled consumers

  6. Availability of services and access to emergency services