Key areas of engagement
Many of the Panel and ACOD’s key areas of engagement fall into common themes, such as the protection of consumers in vulnerable circumstances; quality of service; affordability; and the protection of consumers’ and citizens’ personal data. Specific areas of engagement are below:
- Broadband/mobile coverage and quality of service
- Nuisance calls and texts
- Unfair policies and practices
- Customer service and complaints handling
- Access services (subtitling, audio description and signing) on broadcast and on-demand content
- Future of voice calls (migration from the public switched telephone network (PSTN) to voice-over internet protocol (VOIP))
The Panel's strategic plan 2022/23
The Panel's strategic plan 2022/23 describes how we work collaboratively to provide a voice for consumers, citizens and micro-businessess, our strategic priorities; and the policy areas of particular focus for the forthcoming year. Our strategic plan 2022/23 can be found by clicking here.
Areas kept under review
Progress on implementation of policies that are designed to protect consumers, for example:
- consumer related objectives highlighted in the Strategic Review of Digital Communications 2016, including pricing complexity, consumer information and switching
- consumer-focused policies set out in the Digital Economy Act 2017
- the broadband USO
- Ofcom’s revised General Conditions
- Postal services - quality of service
- Affordability and debt
- Digital participation and skills
- Internet of things, data privacy and security
- Micro businesses' experience of communications, as consumers
- Spectrum Strategy (including 700MHz coverage obligations)
- Consumer implications of regulatory/policy changes arising from the EU exit
- Online Safety
Additional ACOD-specific work areas
- Inclusion, portrayal and participation