UK telecoms regulator Ofcom has published a framework for assessing if telecoms and pay-TV companies are treating customers fairly. This is the latest step in Ofcom's 'Fairness for Customers' programme.
When assessing concerns about fairness, Ofcom will consider the following questions - how are customers treated by providers throughout the customer journey?; Who, if anyone, is being harmed? (such as vulnerable customers); What is the extent of any harm?; How important is the service?; and Does the service depend on risky new investment?.