Question to the Department for Science, Innovation & Technology:

To ask the Secretary of State for Science, Innovation and Technology, with reference to her Department’s press release entitled End to surprise phone and broadband bill hikes to help with cost of living, published on 11 February 2026, whether telecoms providers will be required to proactively contact customers who may be eligible for social tariffs under the terms of the Telecoms Consumer Charter.

The Telecoms Consumer Charter strengthens protections for customers who may be eligible for social tariffs by securing commitments from major providers to ensure these tariffs are clearly signposted and easy to find in customer communications. This ensures that those who may benefit from a social tariff can more easily identify and access one. This includes, for example, signposting offers in End-of-Contract notifications, provider websites, app menus, and customer service scripts.

Eligibility for social tariffs is assessed on an individual basis and requires customers to provide information, such as confirmation that they receive a means-tested benefit, before providers can determine whether they qualify. For this reason, providers cannot proactively identify eligible households, as they do not have access to the necessary personal data unless and until a customer applies. The Charter focuses on making clear, visible information available at the points where customers are most likely to look for support.

The Charter also includes a specific commitment to support customers who are facing financial difficulty by offering practical support such as allowing them to move to cheaper packages without charge or penalty, or manageable payment plans. This ensures people under financial pressure can switch to more affordable options without incurring additional costs.