Ofcom UK Probes Mobile Operator giffgaff Over Billing Mistakes

The UK telecoms regulator, Ofcom, has opened an investigation into giffgaff after the 4G mobile network operator provided new information, which indicated that it may have rendered bills that were “inaccurate” as a result of a “billing error” that started in 2016.

The General Condition 11.1 (GC11) rule requires, amongst other things, that broadband ISPs and mobile operators accurately bill consumers for their use of communication services. Clearly giffgaff, which is an O2 based Mobile Virtual Network Operator (MVNO), may have gone wrong somewhere along the way but at least they appear to have fessed up to it.

In a brief statement Ofcom said (here): “giffgaff has provided information indicating that it may have rendered bills that were inaccurate as a result of a billing error that arose from June 2016. Ofcom has therefore decided to open an investigation that will examine whether there are reasonable grounds to believe giffgaff has failed to comply with its obligations under GC 11.” The regulator will now gather evidence until the end of November 2018.