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Citizens Advice responds to Ofcom’s proposals on end-of-contract notifications

31 Gorffennaf 2018

This morning Ofcom has proposed new rules that will mean telecoms companies must notify consumers when their contract is coming to an end.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Consumers who stick with their broadband or mobile services end up paying more, so end-of-contract notifications are a step in the right direction.

“Our research shows broadband consumers pay an average £113 loyalty penalty per year if they do not switch.

“For mobiles, these proposals don’t go far enough. Over a million of people are still being charged for a mobile handset they have already paid off - an extra £22 a month on average. This unacceptable practice needs to stop.”


Notes to editors

    1. Citizens Advice is made up of a network of local Citizens Advice in England and Wales, all of which are independent charities, the Citizens Advice consumer service and the national charity Citizens Advice.

    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. To get advice online or find your local Citizens Advice in England and Wales, visit

    8. 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.

    9. Last year we helped over 2.7 million people face to face, by phone, email or web chat. For full service statistics see our monthly publication Advice trends.

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