{"id":32438,"date":"2022-10-04T10:21:01","date_gmt":"2022-10-04T09:21:01","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=32438"},"modified":"2022-10-04T11:45:31","modified_gmt":"2022-10-04T10:45:31","slug":"ofcom-probes-ee-uk-over-clarity-of-contract-information","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2022\/10\/ofcom-probes-ee-uk-over-clarity-of-contract-information.html","title":{"rendered":"Ofcom Investigates EE UK Over Clarity of Contract Information UPDATE"},"content":{"rendered":"<p>The UK telecoms and media regulator, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a>, has today opened a new investigation into mobile and broadband provider <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a>, which relates to a concern that the operator may have &#8220;<em>failed to comply<\/em>&#8221; with rules that require them to provide new customers with clear and simple contract information before they sign-up to a new deal.<!--more--><\/p>\n<p>In case anybody has forgotten, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> introduced a number of new consumer protection measures on <strong>17th June 2022<\/strong> (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/2022\/06\/ofcom-add-new-protections-for-uk-broadband-and-mobile-users.html\">here<\/a>). The relevant change (<strong>General Conditions<\/strong> C1.3 to C1.7 and C5.16) for today&#8217;s case is the one that requires ISPs to provide customers with a short, one-page summary of the main contract terms before entering a contract, including clear examples of how any price increases will affect the price they pay.<\/p>\n<p>The change was designed to help people avoid being caught out by surprise price rises, at a time when household budgets are under heavy strain. The summary must also include key information about the broadband speed of the service, price, and length of the contract. It also requires firms to set out the terms and conditions if a customer decides to end their contract early.<\/p>\n<p>Customers with disabilities can also request to receive the documents in an accessible format (e.g. large print or Braille).<\/p>\n<blockquote class=\"bq1\"><p><a href=\"https:\/\/www.ofcom.org.uk\/about-ofcom\/latest\/bulletins\/competition-bulletins\/open-cases\/cw_01262\" target=\"_blank\" rel=\"noopener\"><strong>Ofcom Statement<\/strong><\/a><\/p>\n<p>&#8220;<em>We have reason to suspect that <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a> may have failed to comply with these requirements. We will gather further information and provide updates as our investigation progresses<\/em>.&#8221;<\/p><\/blockquote>\n<p>The regulator said they had received information that led them to open the probe, but they haven&#8217;t said where that information came from. We are in the process of contacting <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a> for a comment.<\/p>\n<p><strong>UPDATE 11:44am<\/strong><\/p>\n<p>An EE spokesperson said: &#8220;<em>We want our customers to be fully informed and we make sales information upfront, clear and transparent. We are fully engaged with <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> during the course of this investigation<\/em>.&#8221;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The UK telecoms and media regulator, Ofcom, has today opened a new investigation into mobile and broadband provider EE, which relates to a concern that the operator may have &#8220;failed to comply&#8221; with rules that require them to provide new customers with clear and simple contract information before they sign-up to a new deal.<\/p>\n","protected":false},"author":1,"featured_media":29535,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[405,36],"class_list":["post-32438","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-ee","tag-ofcom-regulation"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - 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