Investigation into EE’s provision of contract information and a contract summary

Ofcom is today opening an investigation into EE’s compliance with its obligation to provide customers with contract information and a contract summary before they enter a binding contract.

Since 17 June 2022, relevant communication providers have been required to give consumers, micro and small enterprise and not-for-profit customers a summary of the main terms of their contract, and contract information meeting requirements in the Annex to General Condition C1, before they enter into a binding contract for public electronic communications services.

Providers must also, upon request, make available free of charge to any customer who requires it because of their disabilities, any contract information or contract summary, in a reasonably acceptable format. For example, they may provide the same information in large print or Braille.

These rules are intended to enable all customers to make informed choices about the services they are being offered.

Ofcom has received information which gives it reason to suspect that EE may have failed to comply with these requirements, as set in General Conditions C1.3 to C1.7 and C5.16. We will gather further information and update this page as our investigation progresses.