Contacting phone, broadband and pay-TV companies: vulnerable customers’ experiences

Ofcom has published a research report on the experiences of some customers in vulnerable circumstances who have been in contact with their communication providers, and compares their experience with the measures in Ofcom’s Treating vulnerable customers fairly guide. To accompany the research, Ofcom published a summary document containing key findings from the research and insights from its recent engagement with customer organisations and charities.

Overall participants reported good practice, including positive outcomes for customers in debt or in financial difficulty and in cases where customers had informed their providers of their needs. Customers also felt they had a positive, inclusive, customer service experience, even  when the provider was not aware that they were in vulnerable circumstances. Ofcom believes that more can be done to try and identify vulnerable customers and will continue to work with providers and monitor their performance, including against its Fairness for Customers commitments.