Question to the Department for Digital, Culture, Media & Sport:

To ask the Secretary of State for Digital, Culture, Media and Sport, (a) what steps she is taking to protect vulnerable consumers from mis-selling by communications providers and (b) what sanctions are in place for companies which are found to have sold vulnerable consumers services they do not need or cannot use.

The Office of Communications (Ofcom), as the UK’s independent communications regulator, has rules in place which prohibit all communication providers from engaging in dishonest, misleading or deceptive conduct when selling products and services, and obliges providers to ensure consumers fully understand and consent to a contract before it is agreed. Ofcom has also consulted on a proposal to require all communications providers to set out how they identify and meet the needs of vulnerable consumers.

If Ofcom find evidence of a breach of its rules, it can take effective substantial action, has the power to fine companies up to 10% of their relevant annual turnover, and to also require them to remedy any issues that have arisen, including repaying affected customers who have lost money.