Mis-selling of telecommunications services results in harm and distress to consumers. It also undermines both the development of effective competition and consumers' trust in the industry. For this reason, reducing the level of mis-selling remains an important priority for Ofcom.
Since 2005, Ofcom has imposed obligations on providers of fixed-line telecommunications to prevent consumers from having their services switched without their express knowledge or consent. These obligations also require communications providers to conduct themselves in an appropriate manner when contacting consumers regarding sales and marketing in line with a Code of Practice. Nonetheless, the level of mis-selling remains high.
Through our enforcement work, we have investigated allegations of mis-selling and taken action against those providers who do not comply with the rules. However, based on the current rules, the enforcement process is lengthy, resulting in further harm and frustration for consumers.