Fairness for Customers

Phones and broadband Access to decent broadband Information for industry
Published: 28 June 2023
Ofcom fairness logo english

Ofcom wants customers to get a fair deal for their services. Allowing telecoms and pay TV companies to compete and innovate has delivered lower prices, wider coverage and better reliability.

But choice can be confusing, and providers don’t always make it easy for customers to get the best deal. Our programme of work to promote Fairness for Customers ensures people get a fair deal and are treated well by their providers.

Fairness for Customers commitments

The UK’s biggest broadband, phone and pay TV companies have committed to put fairness at the heart of their business.

Statement: Making communications markets work well for customers – a framework for assessing fairness in broadband, mobile, home phone and pay TV

Our fairness framework explains how we are likely to assess fairness concerns when they arise and the kinds of problems that might prompt action from us.

Update on progress – 7 May 2021

In 2021, we reviewed progress on the Fairness for Customers commitments. We found that signatories have taken steps to promote fairness for their customers, but progress has been mixed and we continue to challenge providers to do more.

Fairness for Customers commitments progress review – 7 May 2021 (PDF, 2.0 MB)

Adroddiad Monitro Ymrwymiadau Tegwch – 7 Mai 2021 (PDF, 1.4 MB)

Back to top