Question to the Department for Business and Trade:

To ask the Secretary of State for Business and Trade, whether he has made an assessment of the adequacy of existing consumer protection legislation in the context of companies that provide customer support solely through automated systems.

Everyone should be able to benefit from the digital world – helping families save money, get a better job, and access services like the NHS more easily. But we know some people face real barriers. That’s why government published the Digital Inclusion Action Plan and launched the £11.9 million Digital Inclusion Innovation Fund, helping more people across the UK get the access, skills and confidence to get online.

Legislation provides the redress rights for consumers. Beyond this, the government does not generally intervene in how businesses choose to conduct their activities as this is a commercial decision.

However, we encourage key private sector services important to people’s daily lives – like banking, utilities and online shopping – to prioritise inclusive digital services and government remains committed to working with industry and the voluntary sector to explore opportunities to align.