Mobile phone charges are ‘unacceptable’ says Ofcom
Mobile operators could soon be forced to reduce monthly bills for customers who have finished paying for their handset.
The telecoms regulator Ofcom says around 1.5 million consumers continue to be charged the same monthly fee, even though they should only be paying for the actual calls. It said the practice was “unacceptable”.
It is now consulting on plans to cut charges, and improve transparency.
One option would be to force operators to put customers on a cheaper tariff once the handset has been paid for. Another would be to tell them about the range of SIM-only deals on offer.
Earlier this month Citizens Advice said consumers were being overcharged on such contracts by as much as £500m.
It accused EE, Three and Vodafone of failing to treat their customers fairly.
Ofcom said consumers should also be automatically notified when they have finished paying for the phone itself.
Some operators, including O2, already do this.
Lindsey Fussell, Ofcom’s consumer group director, said: “We’re concerned that people are not told, or cannot tell, exactly what they are paying for.”
“So we are extending our work on behalf of mobile customers to ensure that handset charges are clear and fair – not just when they enter a contract, but also when their minimum period is up.” Ofcom’s consultation will end on 7 November, with action expected next year.