Review of Measures to Protect People in Debt or at Risk of Disconnection - Which? response

Which? welcomes the opportunity to respond to Ofcom's call for inputs on the review of measures to protect people in debt or at risk of disconnection. It is important that consumers that are at risk of being disconnected due to financial challenges are treated fairly by all communications providers and are offered adequate protections. 

Which? welcomes the steps that communications providers and Of com have taken to protect people in debt or at risk of disconnection during the pandemic. Those measures have helped consumers and made sure that they were not left behind at a time when having access to communications services was critical. Nonetheless, it is important that these measures not only remain in place, but are strengthened so that these consumers will be protected in future, even after the uncertainty caused by COVID-19 has gone. 

As the UK’s consumer champion, Which? is interested in the proposals set out by Ofcom in its review. Consumers should be able to easily access reliable information and support when they are at risk of missing payments or being disconnected. These measures would also benefit from more consistency in their application and monitoring by Ofcom.