The UK’s communication regulator Ofcom’s latest report shows that 4 in 5 telecoms customers turn to their telecoms provider for debt advice.
Ofcom keeps a close eye on levels of debt in the telecoms market and monitors how vulnerable customers are treated by providers. In November 2023 Ofcom commissioned research to look into the experience customers have had of telecom’s debt.
Because of the impact being in debt can have, including that debt leading to disconnection of communication services, Ofcom encourages providers to take extra measures to ensure that people are treated fairly and any extra support with social tariffs or links to free debt advice organisations are shared.
The new research asked over 1,100 adults if they had missed at least one payment and received any debt support from their provider and if they would look elsewhere for debt support. It showed that most would look to their providers for help or information about debt if needed.
The key findings show:
Under Ofcom rules, providers must have policies and procedures in place to make sure vulnerable customers are treated fairly, including those in financial difficulty. When this happens, Ofcom expect providers to:
Last month, the UK Regulators Network published information to help people who may need additional support during the ongoing cost-of-living crisis. Ofcom’s advice to customers who are having difficulty paying a bill is to talk to your provider as soon as possible – they might be able to help.