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Citizens Advice responds to the telecoms announcement

28 June 2022

Citizens Advice has responded to the government's telecoms announcement.

Dame Clare Moriarty, Chief Executive of Citizens Advice, said:

“We’re pleased to see these pledges to help those who are struggling most with their broadband and mobile bills. This must progress to tougher, permanent protections.

“People bearing the brunt of the cost-of-living crisis often face the dreadful choice between heating or eating. For many, paying to get online is no longer even a possibility.

“Yet we still see too many examples of sharp practice like overcharging loyal customers, inflation busting mid-contract price rises and a shockingly low take up of social tariffs. So this is by no means job done.”

Notes to editors

  1. 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.
  2. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.
  3. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.
  4. Citizens Advice offers Pension Wise services at 500 locations in England and Wales.
  5. Citizens Advice’s services are free, independent, confidential and impartial, and available to all regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  6. To get advice online or find your local Citizens Advice, visit
  7. For consumer advice, call the Citizens Advice consumer service on 0808 223 1133 or 0808 223 1144 to talk in Welsh.
  8. We helped 2.6 million people face to face, by phone, email and webchat in 2017-18. For service statistics see our monthly publication Advice trends.
  9. Citizens Advice staff are supported by over 23,000 trained volunteers, working at over 2,500 locations in England and Wales.