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Citizens Advice says telecoms consumers "deserve services that meet the demands of modern life"

3 May 2018

Citizens Advice has responded to a new Ofcom report on the quality of broadband and mobile services. 

Gillian Guy, Chief Executive of Citizens Advice, said:

“Broadband and mobile are now essential services for many of us. Consumers deserve services that meet the demands of modern life, yet these new figures show that not all providers are delivering.

"Citizens Advice research also reveals that loyal customers face higher prices in the telecoms market. There are clearly some issues that need tackling. The government’s Consumer Green Paper offers an opportunity to strengthen consumers’ hands by establishing an independent telecoms consumer advocate. This would help address poor service and ensure the consumer voice is heard in this increasingly important market.”

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. 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.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit citizensadvice.org.uk
  4. 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.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.