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Citizens Advice named as preferred option in new telecoms consumer advocate proposal

22 July 2019

Today the government has published its consultation on a new consumer advocate role for the broadband and mobile industries.

Citizens Advice is named as the preferred option to be the new statutory consumer advocate for telecoms, replicating the arrangements in energy and post.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Despite broadband and mobile services being essential to our daily lives, right now consumers lack a voice when things go wrong. A dedicated telecoms consumer advocate will finally bring this in line with other industries and will help the regulator do its job holding providers to account. 

“Loyal customers who stick with their broadband and mobile providers pay hundreds of pounds more a year.  

“But it’s not just people being left out of pocket. People rely on broadband and mobile services for keeping in touch with family and friends, as well as for work and business. Too often they struggle with poor service and bad practice. Evidence shows millions of people face problems every year with these services. 

“It’s time for consumers to have someone on their side for mobile and broadband services, which have for too long been dominated by the interests of big business.”

Notes to editors

  1. Citizens Advice is made up of the national charity Citizens Advice; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.

  2. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers.

  3. Citizens Advice is the statutory consumer advocate for energy and postal markets. We provide supplier performance information to consumers and policy analysis to decision makers. 

  4. The Citizens Advice Witness Service provides free and independent support for both prosecution and defence witnesses in every criminal court in England and Wales.

  5. Citizens Advice also offers Pension Wise appointments at 500 locations across England and Wales. 

  6. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.

  7. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.

  8. We helped 2.6 million people face to face, over the phone, by email and webchat in 2017-18. For full service statistics see our monthly publication Advice trends.

  9. Citizens Advice service staff are supported by more than 23,000 trained volunteers, working at over 2,500 service outlets across England and Wales.