The importance of debt support information from providers

Ofcom has recently published research that looked at the experiences of telecoms customers and the information from their telecoms provider on debt support. The research explored whether customers had experienced telecoms debt in 2023 (i.e. having missed one or more payment to their telecoms provider between January and November) and where they looked or would look (if they did not have any recent telecoms debt experience) for information about support. In addition, in line with the measures in our treating vulnerable customers fairly guide, the research looked at whether these customers could find information about support from their provider and in those cases where they contacted providers, which communication channel they used.