Response to Ofcom’s new vulnerability guidance

People suffering should be treated fairly and given the right support by communications providers, under best practice industry guidance issued by Ofcom today.

People suffering financial, health or emotional problems should be treated fairly and given the right support by phone, broadband and pay-TV providers, under best practice industry guidance issued by Ofcom today.

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“We’re setting out industry best practice to help ensure vulnerable people are treated fairly and sympathetically by their phone, broadband and pay-TV providers.

“This is especially important at a time when many customers may be worried about their physical and mental health, as well as their finances.”

Jane Rumble, director of consumer policy at Ofcom

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“This guidance gives telecoms providers a clear framework for ensuring vulnerable customers are treated fairly and get the support they need.

We are particularly pleased to see Ofcom encouraging companies to use complaints data as a way of informing their approach to vulnerability.

Many of the themes included in the regulator’s new guidance have been discussed in the vulnerability workshops that we have been holding for telecoms providers over the past couple of years.

We know from these sessions that there is a commitment amongst providers to do the right thing by vulnerable customers. Today’s announcement will help to ensure a consistent approach across the sector to the challenging issue of vulnerability.”

Ed Dodman, director of regulatory affairs at Trust Alliance Group