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Ofcom publishes ‘fairness framework’

24 Jan 2020

British telecoms regulator Ofcom has published a framework outlining how it will judge whether customers are being treated fairly by telecoms and pay-TV companies. Back in June 2019 the watchdog issued a discussion paper that outlined a proposed approach to assessing fairness concerns, and it has now published a document which: summarises the main points that were raised in response to the discussion paper; gives its response to those comments; and sets out a final framework.

Ofcom has said its fairness framework sets out the types of questions and factors it will consider in assessing whether customers are being treated fairly, while confirming that the framework extends to ‘all aspects of the customer experience’, including prices. Further, the regulator has suggested that the framework will provide it with a tool to assess fairness concerns, and it expects to use it to assess individual practices and whether they might be considered unfair on a case-by-case basis. In deciding whether to take formal action against practices it considers are unfair to customers, Ofcom has said it will continue to apply its existing regulatory principles and act in line with its statutory duties.

United Kingdom, Ofcom

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