Ofcom chief executive calls for better mobile and broadband customer service


The chief executive of Ofcom, Sharon White is calling for the UK’s leading communications providers to improve their customer service, as the regulatory body unveils a new communications Code of Practice.

Speaking at a Which? Conference, White said that whilst customer service levels in the industry are improving, customers are still finding it problematic to switch broadband or mobile provider.

Additionally, she announced a new Code of Practice governing broadband speeds so that customers can exit a broadband contract if their speeds fall below a certain level.

White said: “When Ofcom was established, access to a reliable internet connection and mobile phone was a ‘nice to have’. Now it is essential to the functioning of the economy, to the way people work and live their lives.

Improving delivery to consumers doesn’t just fall at the feet of the regulator. The delivery of first class communications services is primarily the responsibility of providers.”

The industry is being tasked to provide more information to customers so they can select the correct provider and service package, make it easier for customers to switch and cancel a contract, ensure contract terms are clear and fair to the consumer and improve the services for customers complaining.

Ofcom has plans in the next month to make it easier for customers to switch mobile phone provider and from the 20th June, consumers can switch smoothly between landline and broadband providers who use the ‘Openreach’ network.

White said: “This will make a real difference for consumers and will encourage more people to take full advantage of competition in the sector.”

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