Digital Markets, Competition and Consumers Bill

Lord Vaux of Harrowden Excerpts

2nd reading
Tuesday 5th December 2023 Lords Chamber

[Lord Vaux of Harrowden (CB)]

My Lords, it is always good to be able to start a speech with the words, “This is a good Bill”. I am not the only person to have used those words. They have been used all around the Chamber; it is an unusual situation and very welcome. It is also getting to the point of the evening where it is quite difficult to say anything that has not been said several times before. I am going to try to avoid repeating what has been said. I may not manage that, partly because, as the Minister will have spotted, there is a high-level of consistency of theme emerging on all sides of the Chamber.

The various ways in which the large tech platforms can stifle competition have been well described by many noble Lords, including the Minister at the outset. Part 1 of the Bill empowers the Digital Markets Unit of the CMA to tackle the monopolistic behaviour of companies with strategic market status with a quicker, more flexible, tailored approach and a more efficient regime. It should make it easier for new, innovative companies to enter the market on a fair basis—so far, so excellent. It is a shame, then, that the Government have chosen to amend their own Bill in ways that may water down the effectiveness of Part 1. This has been alluded to by noble Lords all around the Chamber and I am sure that we will have a lot of discussions on those matters as the Bill progresses through its stages—but I will very quickly touch on the matters that worry me most.

First, it seems entirely wrong, and to conflict badly with the CMA’s independence, that any guidance issued by the CMA regarding the exercise of its functions relating to digital markets must first be approved by the Secretary of State. Worse, there is no timeframe or process for obtaining such approval; I think that is inappropriate. I can see a case for a defined period of consultation, but approval goes too far. Why did the Government decide that was required?

Secondly, again as we have heard several times, the Government have potentially weakened the ability of the DMU and CMA to implement and enforce rulings quickly by introducing a countervailing benefits exemption, proportionality restrictions and watering down the judicial review appeal process. The danger here is that these, individually or together, may provide an anti-competitive SMS entity with more ways to bog down the process in appeals and so delay implementation of any enforcement. In such a fast-moving market, speed and agility are critical; anything that delays the enforcement of a ruling could be the difference between a new entrant’s success or failure. We are talking about some of the world’s biggest companies here, with extremely deep legal pockets.

Part 4 of the Bill, which covers consumer protections, introduces some really welcome additions to consumer protection law, especially around subscription contracts. But they do not go far enough and there are some important omissions in what the Government have proposed. Others have pointed out the omission from the Bill of fake reviews. This is an important area and I look forward to hearing from the Minister what the Government are planning—I know they are consulting, but I would like to understand what they are planning on doing in respect of fake reviews.

The other area that the Bill does not tackle is the more difficult question of drip pricing. This is perhaps a more nuanced area. There are genuine benefits to consumers from disaggregating pricing of core and non-essential elements of a service, such as an airline ticket: those who are prepared to travel without an assigned seat, with no luggage and so on, clearly benefit, but that is different for a parent and child, for example, for whom sitting together is essential. Having said that, I can think of a number of occasions when I would have paid good money to sit at the other end of the aeroplane from my children. I hope Ryanair is not listening; that might give it ideas.

There are those companies that push drip pricing too far by hiding unavoidable charges, fees for essential elements, commissions and so on until the very end of the process. That is clearly unacceptable. A well-known train booking company does this, as do event ticket sellers: you get to the end of the process, you are bought into going to see that particular concert, it is too late to turn around, and suddenly they hit you with all the fees and whatever at the end. It is time that real action is taken to ensure fairness and transparency, and this Bill seems the ideal opportunity for that.

On subscription traps, the Bill introduces some welcome changes that will help consumers, but I do not think they go far enough. That said, I have some issues with the cooling-off period; I am not sure that is necessarily the best way of doing it. As a point of principle, it cannot be right for businesses to make their money by deliberately designing subscription arrangements that rely on forgetfulness or making it difficult to cancel. For subscriptions that involve a free or reduced period up front, the contract should end by default unless it is actively renewed at the end of that initial period. It is too easy at the moment to join a free trial and then find yourself locked in because you forget to cancel on the due date. That will probably remain true even with the reminders the Bill will introduce.

It is often too difficult to find the end date of a subscription. For example, I have been looking at my home broadband contract recently. I ended up having to ring the company because I could not find the end date anywhere in any of the account details. The Bill will require a reminder as the end date nears, which is welcome, but it is often helpful to be able to find the date well in advance—for example, as in the case of my broadband, when a new and better service becomes available and you want to know when you will be able to transfer. Why not insist that the end date is included clearly on every invoice or other piece of correspondence? That would not add any great burden—companies seem to be able to do it easily enough if they are pushing you to upgrade—but it would make it a lot easier for the consumer to find out, at any time, when the contract will terminate.

Another pernicious trend seems to be emerging, especially among telecom providers, for longer, two-year contracts. That may be fine, but there is often a very small print price kicker, where periodically, often on a fixed date such as 31 March, the price rises by significantly more than inflation. That can happen within a short period of entering the contract—for example, if you sign up in March you can be hit by that price kicker within a couple of weeks of signing the contract. These price hikes are often hidden with an asterisk and a footnote in small print. I looked at my provider this morning. Down at the very bottom of the page it says, “Legal stuff”. In there, there is a sentence that says it will go up by 3.9% over inflation on 31 March. That is not acceptable.

Finally on subscriptions, it cannot be right that companies should be able to continue to take subscriptions for services that are clearly not being used after the initial period has come to an end. I suggest that, if a service has not been used for three months after the initial contract period has ended, it should be terminated automatically, unless the subscriber actively confirms that it should continue. It is not acceptable to rely on the fact that the subscriber has forgotten and said nothing if there is no use of the service.

At the risk of being predictable, I will put in a word on fraud, which I do not suppose will surprise anybody. One of the biggest risks that consumers face at the moment is online and digital scams. The majority of these arise from the telecoms industry or the online services industry, particularly where scammers use these organisations’ services to make contact and create the scam. This is a missed opportunity in the Bill, and I hope it is one we will come back to.

Overall, this is a good Bill, but there are areas where we can improve it. I look forward to working with everyone to do so.