Question to the Department for Science, Innovation & Technology:

To ask His Majesty's Government, further to the Written Answer by Viscount Camrose on 3 April (HL6992), whether the incumbent operator in each area have informed consumers that before committing to a new two year full fibre service contract with them they can research other full fibre options available to them in their area.

The Government has strengthened Ofcom’s consumer protection rules to ensure consumers have the right level of information to make informed decisions.

As part of this, in February 2020, Ofcom brought in rules requiring communication providers to send a notification to customers nearing the end of their contract, encouraging them to get a new contract. These rules also require providers to send an annual notification for their consumers who are-out-contract, setting out the provider’s best available deals to the consumer.

Within the end-of-contract notification, providers must inform customers of the precise date their contract expires; notice periods should they wish to leave; the best offer available for renewal as well as the price they will pay if they take no action. Providers are not required to advise consumers if competitor services are present in their local area.

Ofcom are responsible for monitoring provider compliance with end-of-contract notification regulations, and recently took action against a provider who failed to issue information to their customers. Using the information contained within their end-of-contract notification, customers can find out what providers operate in their area using Ofcom’s broadband checker. Customers are also able to use one of the Ofcom accredited price comparison sites to see what offers they can access and how they compare to the best deal offered by their current provider.