Asked by: Ranil Jayawardena (Conservative - North East Hampshire)
Question to the Department for Digital, Culture, Media & Sport:
To ask the Secretary of State for Culture, Media and Sport, what recent assessment he has made of the effectiveness of the regulation of mobile telephone operators in order to ensure that customers receive the service that they pay for and are properly compensated if they do not; and if he will make a statement.
Answered by Lord Vaizey of Didcot
There are a number of coverage and quality measures that apply to communications providers; for example, spectrum licence conditions on mobile coverage and targets for Openreach on repair and installation times for fixed line and broadband services. Ofcom is working with the main broadband providers and mobile operators to ensure that appropriate redress is available to consumers when necessary, including when coverage and quality is unsatisfactory. Consumers can also seek redress on an individual basis, under the term implied into service contracts by the Supply of Goods and Services Act 1982, that the service will be carried out with reasonable care and skill. Effective from 1 October 2015, the Consumer Rights Act 2015 makes clear the rights of redress for consumers who do not receive a service that conforms to their contract; depending on circumstances, suitable remedies can include a price reduction, compensation or a right of exit.