Citizens Advice named as preferred option in new telecoms consumer advocate proposal

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Citizens Advice named as preferred option in new telecoms consumer advocate proposal

Friday 26 July 2019

Today the government has published its consultation on a new consumer advocate role for the broadband and mobile industries.

Citizens Advice is named as the preferred option to be the new statutory consumer advocate for telecoms, replicating the arrangements in energy and post.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Despite broadband and mobile services being essential to our daily lives, right now consumers lack a voice when things go wrong. A dedicated telecoms consumer advocate will finally bring this in line with other industries and will help the regulator do its job holding providers to account.

“Loyal customers who stick with their broadband and mobile providers pay hundreds of pounds more a year.

“But it’s not just people being left out of pocket. People rely on broadband and mobile services for keeping in touch with family and friends, as well as for work and business. Too often they struggle with poor service and bad practice. Evidence shows millions of people face problems every year with these services.

“It’s time for consumers to have someone on their side for mobile and broadband services, which have for too long been dominated by the interests of big business.”