New UK Consumer Advocate to Tackle Unfair Broadband Practices UPDATE2

The Government has revealed that they will soon legislate to create a new independent “consumer advocate,” which will be given the task of tackling “unfair” practices within the UK telecoms market (broadband ISPs and mobile operators). On top of that they will also provide “direct support” to consumers.

The idea of creating a “consumer champion” (or “consumer advocate” as the Government calls it) in order to conduct research into allegedly unfair practices (e.g. loyalty penalties), and represent the consumers point of view in future consultations, is not a new one.

The fact that the Government intends to put some legislation behind all of this suggests that it will be more than a mere ceremonial position or agency and might have some real teeth. Sadly at present there isn’t much further information to go off.

On top of that we’re unsure how this will differ from existing organisations like the Citizens Advice agency or Ofcom’s frequently ignored and overlooked Communications Consumer Panel (CCP). Most people haven’t even heard of the latter and that could be part of the problem, which may be about to change because CCP has itself also called for more powers (here).

Margot James, UK Minister for Digital, said:

“It’s clear that some mobile and broadband customers are vulnerable to unfair business practices.

We’ve already strengthened Ofcom’s powers to improve outcomes for consumers but a strong, independent consumer champion will empower customers and hold telecoms companies to account, as well as working with them to drive improvements in their services.

The consumer advocate will help deliver a Britain that works for everyone putting more money into the pockets of ordinary working people.”

Some might equally read this as being akin to a vote of no confidence in Ofcom’s ability to perform such a function, particularly as one of the industry regulator’s primary duties is to “help to make sure people don’t get scammed and are protected from bad practices.” This is well illustrated by some of their recent changes (here), but the regulator does not itself deal with individual complaints and that’s one area that could be improved.

Whatever the outcome, it seems clear to us that any consumer advocate must actually be able to engage with consumers directly and listen to their views, as opposed to being a faceless organisation that merely snipes at new policies or practices almost silently from the side-lines. But to do that properly will require a lot more resources.

UPDATE 2:02pm

The final press release has now been issued and it includes a few extra details.

The new advocate will:

* Conduct research and use it to highlight areas where the consumer experience can be improved.

* Represent consumers in key policy and regulatory debates, as the rollout of full fibre broadband and 5G mobile technology gathers pace.

* Provide direct support and advice to consumers, particularly the most vulnerable, who can struggle to engage with what is an increasingly complex market, as the Extra Help Unit does in the energy sector.

* Work directly with industry to help them improve consumer outcomes, for example by bringing together industry best practice.

* Support our digital connectivity ambitions by running campaigns to help consumers get the best deals and upgrade to better and faster services, similar to the Big Energy Saving Week.

A consultation on all this is due to follow in the summer.

UPDATE 22nd July 2019

The Citizens Advice agency looks to be front runner for this (here).