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

Statement published 23 January 2020

Ensuring fairness for customers is a continuing priority for Ofcom and we have a programme of work to encourage providers to put fairness at the heart of their businesses. We want people to be treated fairly by their provider and to get a good deal. 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.

In June 2019, we issued a discussion paper that outlined our proposed approach to assessing fairness concerns. This document summarises the main points that were raised in response to the discussion paper, gives our response to those comments and sets out a final framework.