Question to the Department for Digital, Culture, Media & Sport:

To ask Her Majesty's Government, further to the Written Answer by Baroness Barran on 20 November (HL10315), what provisions that reduce digital exclusion have been implemented as a result of their continual assessment of varying approaches to promoting digital inclusion; and how the Department for Digital, Culture, Media and Sport defines "vulnerable consumers" in that context.

In response to Covid-19, last year the Government agreed a set of commitments with the UK’s major broadband and mobile operators to support disadvantaged and vulnerable consumers. This included lifting data caps on all fixed broadband packages, and provision of new and generous landline and mobile offers, such as free or low cost mobile data boosts.

The majority of the UK’s leading mobile network operators have also agreed to provide free data uplifts to disadvantaged families with school-age children. Through it’s Get Help with Technology scheme, the Department for Education is also distributing devices to disadvantaged children. Furthemore, we are pleased that all four of the main mobile network operators have committed to working with Oak Academy to zero rate the website, and EE is also zero-rating BBC Bitesize.

In relation to identifying vulnerability in the telecoms sector, Ofcom, the telecoms regulator, requires communication providers to have in place policies and procedures to identify and support customers whose circumstances may make them vulnerable. Such circumstances can include, but not limited to, age, a physical or learning disability, health, income levels, etc.

Ofcom's vulnerability guide, which I attach, provides best practice to communication providers on supporting vulnerable consumers, including setting an expectation on providers that they take an inclusive approach to identifying vulnerable consumers, noting that circumstances that cause vulnerability can be sudden and dynamic, as demonstrated by Covid-19.

The Government has also introduced new essential digital skills qualifications (EDSQs) based on new national standards for essential digital skills. Adults with no or low digital skills can study essential digital skills qualifications for free.