“We hope the rapidly changing communications industry responds positively” – Which? response to today’s speech by Ofcom Chief Executive Sharon White

Which? executive director, Richard Lloyd said:

“Which? warmly welcomes the very clear commitment made by the new chief executive of Ofcom to putting the interests of consumers at the centre of everything the regulator does. We hope the rapidly changing communications industry responds positively, recognising that they must raise their game in providing services that most people now see as essential to their daily lives.

“We’ve called for moves to make it easier to switch telecoms providers, so we’re pleased to see Ofcom’s response and look forward to swift action to tackle this and other problems facing consumers and competition in the communications market. Unreliable broadband speeds drive consumers crazy, so we also welcome the regulator telling providers to give better information on the speeds customers will realistically achieve, and to let people leave their contracts without penalty if they don’t get what is promised.

“This is an encouraging start by Sharon White at a time when there are very big challenges facing Ofcom, many of which can be met by ensuring that consumers have more power to drive competition and growth among the best businesses, while protecting those who are vulnerable. Which? looks forward to working with her.”

Notes to Editors

  1. We have been calling for the entire telecoms industry to implement ‘a gaining provider led’ system of switching, as you see in energy and banking. This will mean the company a customer wants to move to will handle the switch, making the switching process quicker and easier for consumers.
  2. With more than 70,000 people backing it, our ‘Give us Broadband Speed Guaranteed’ campaign called for providers to be up-front about the actual speeds customers will receive, and allow people to exit contracts without penalty if they don’t get the minimum speed estimated at any point in their contract. We are also calling for broadband providers and advertising watchdogs to pull the plug on misleading marketing claims and confusing ads.
  3. We welcome Ofcom’s Strategic Review of Digital Communications, as a significant opportunity to deliver a better deal for consumers in the rapidly changing telecoms market.

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