Policy paper

Telecoms Consumer Charter

Updated 13 March 2026

This Telecoms Consumer Charter sets out a clear and strong commitment from industry to deliver great outcomes for consumers across the UK.

This Charter reflects our collective ambition to build on existing Ofcom protections and ensure consumers continue to see the benefits as the market evolves. As such it represents a significant win for UK consumers at a time when the cost of living means more people are struggling to pay household bills.

Broadband and mobile services are woven into the fabric of our daily lives, helping us stay connected, access opportunities, and participate fully in society. The UK benefits from one of the most competitive telecoms markets in the world, with prices that have fallen in real terms, usage that continues to grow rapidly, and a sector that consistently delivers high value for money for consumers.

Providers are already investing heavily in upgrading and expanding their broadband and mobile networks, driving progress against our target to deliver 99% gigabit coverage by 2032 and our ambition for all populated areas of the UK to have access to standalone 5G by 2030. This investment is helping to deliver greater choice, better quality of service and improved coverage for consumers. The government recognises and celebrates this progress, particularly given investment challenges.

Government is committed to reducing regulatory burdens on UK industry, most recently, launching a call for evidence to assess where planning rules could be reformed to support a digital review of the future of the mobile market, and the Statement of Strategic Priorities for Ofcom.

At the same time, the government remains committed to ensuring that all consumers feel confident, informed and empowered when engaging with the telecoms market. This Charter reflects a collective ambition to go further: ensuring transparency, supporting those who are struggling to pay and strengthening trust so that consumers can continue to benefit from excellent services at fair prices.

This Charter builds on the significant protections and requirements already in place, such as End-of-Contract Notifications (ECN), One Touch Switching (OTS) and the January 2025 pounds-and-pence approach to mid-contract price rises. By developing additional voluntary commitments, industry and government are working together to ensure that progress continues as technology, consumer needs and market dynamics evolve.

We will continue to work in partnership across government, Ofcom and industry so that the UK’s telecoms sector remains a global leader – delivering high-quality services, supporting continued investment and ensuring every consumer can participate fully and confidently in the digital world. We look forward to seeing these commitments in action.

The Charter

1. Transparency

Customers should always receive clear and easily understandable information about their telecoms services, prices, and any changes to those, so they know exactly what they are paying for and why.

Under Ofcom’s current rules, consumers should expect:

• Clear contract information and contract summary
• Clear and easily understandable information on prices and contract length
• Clear information about service quality

Building on this:

• All providers commit that, where a contract includes a mid‑contract price increase, the core subscription price that customers sign up to is the price that they will pay. Any exception to this is limited strictly to unforeseeable and externally driven events that materially affect the cost of providing services.
• All providers commit that, for any customers still on legacy inflation-linked terms in respect of consumer services, April 2026 will be the final increase expressed in these terms for the core subscription, after which all such contracts will move to the clearer pounds-and-pence system. Where possible, some providers will communicate the increase in pounds and pence before this date.
• All providers commit to building on Ofcom’s rules and guidance, which set out the information that must be provided before the customer is bound by a contract, such as by presenting clearly and prominently a customer’s full package details in one clear place, including the headline price, contract length, key terms and any add‑ons, and by proactively highlighting and explaining any agreed changes, such as mid‑contract price increases, in a simple, easy‑to‑understand format throughout the life of the contract.
• All providers commit to continuing to work with Ofcom to improve the accuracy of their mobile coverage and network performance data through tools such as “Map Your Mobile”, and their own tools which are also available to the public.

2. Empowerment

Consumers should feel confident to manage their telecoms services easily, with the information and tools they need to make informed choices, free from unnecessary friction, penalties or complexities.

Under Ofcom’s current rules, consumers should expect:

• Simple switching processes, and where the right to exit applies, this is penalty-free
• End-of-contract notifications (ECNs) and annual best tariff notifications (ABTNs)
• Transparent information allowing informed choices

Building on this:

• All providers commit to ensuring that, in addition to the ECN and ABTN rules which require that these notifications are clear, timely, and set out the options available to customers, these notifications are in plain English so customers can easily compare choices and make informed decisions.
• All providers will continue to make it easy for customers to switch by ensuring that One Touch Switching, Text‑to‑Switch and related processes remain quick, simple and seamless and by supporting continued improvements in how these processes operate for consumers.

3. Support for those who are struggling to pay

Customers who are struggling to pay should receive practical, tailored support that keeps them connected and removes barriers to accessing essential online public services.

Under Ofcom’s current rules, consumers should expect:

• Fair treatment throughout their customer journey.

Building on this:

• Providers commit to ensuring available social tariffs, for those on means tested benefits, are easy to find and signposted  to eligible customers in communications, including, for example, in their ECNs, provider websites and app menus, as well as customer service scripts, ensuring they are easy to locate, understand and take-up. Government encourages more providers to offer social tariffs where they are able to do so.

• Providers commit to supporting all customers who are facing financial difficulty by offering practical support such as the ability to move to cheaper packages without charge or penalty or manageable payment plans.

Signatories

• BT Group
• VMO2
• VodafoneThree
• Sky
• TalkTalk
• KCOM
• Community Fibre

Providers may become signatories at any time. Not signing at the point of launch does not preclude signing later.

Organisations wishing to sign the Charter can get in touch at telecoms@dsit.gov.uk.