Citizens Advice calls for action as 'broadband consumers are being ripped off by their providers in multiple ways'
Citizens Advice has responded to Ofcom's new proposals to address the loyalty penalty in the broadband market and end of contract notifications.
Gillian Guy, Chief Executive at Citizens Advice, said:
“Broadband consumers are being ripped off by their providers in multiple ways. We’ve already proven consumers are being penalised for their loyalty - one of the reasons we launched our super-complaint into the loyalty penalty.“Forcing companies to regularly notify customers about the best deals on offer would be a step in the right direction. But this will do little to protect people who are vulnerable, such as those with mental health problems. The regulator has admitted vulnerable consumers may need additional protection. Now they need to take decisive action.“Broadband is an unbalanced market dominated by a small number of powerful companies. The millions of people who rely on the services they provide need an independent advocate to fight on their behalf.”
- Citizens Advice estimates the broadband loyalty costs consumers £1.2 billion per year.
- Every month that passes loyal broadband customers are penalised £100 million.
Notes to editors
- Citizens Advice includes the national charity; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
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