Question to the Department for Science, Innovation & Technology:

To ask the Secretary of State for Science, Innovation and Technology, what assessment she has made of (a) the adequacy of the level of pricing transparency of fixed term mobile and broadband contracts; and (b) the impact of this on people (i) experiencing financial difficulty and (ii) with mental health conditions when they enter the negotiation process at the end of those fixed term contracts.

Affordability and transparency of telecoms services is important for Government and something we are keeping an eye on. The department monitors the market and consults stakeholders who conduct relevant research, including Ofcom, the independent regulator of telecommunications, and Citizens Advice.

In 2022, Ofcom introduced a requirement for providers to give new customers a one-page summary of their contract before signing, clarifying terms and price changes.

Operators are required under Ofcom’s General Conditions (C5) to follow guidelines on treating vulnerable consumers fairly, including for those facing financial or mental health challenges.