Ofcom's independent Consumer Panel calls for regulator to address the needs of vulnerable people in its consumer policy
08 February 2006
The Ofcom Consumer Panel today welcomed the regulator's review of its approach to policy-making as a significant milestone towards putting consumer interests at the heart of its work.
Following strong advice from the Panel, Ofcom has given greater prominence to its consumer policy work, and made consumer protection one of its nine key priorities for the coming year. The Panel's recent work to develop a consumer interest toolkit for regulators and government has played an important role in this change.
Panel signalled, however, that more work is needed to shape Ofcom's policies on information provision to consumers. Colette Bowe, Chairman of the Ofcom Consumer Panel commented:
"Ofcom is undertaking research at the Panel's suggestion. This research looks at how different types of consumers use information about price and other factors in their purchasing decisions and what information they like to have access to. It will also explore people's consumer awareness of the costs of their communications products and services and purchasing experiences.
Ofcom's research will be completed before it finalises its statement on its approach to consumer policy. This will be important for understanding problems consumers may be having in the telecoms market place - and what, if any, further regulatory intervention the regulator may need to make. The Consumer Panel will return to this subject again before the summer."
The Consumer Panel and Ofcom disagree about the practical significance for Ofcom's work programme of the distinction drawn between "consumers" and "citizens". The basis of this disagreement is set out in the advice the Panel gave to the Ofcom Board, published in Ofcom's consultation document. The Panel is concerned that Ofcom is making the distinction between consumers and citizens too elaborate and losing sight of its practical significance.
Colette Bowe added:
"Most of what the Panel has been concerned with is in fact 'citizen' issues. For example how digital switchover will affect vulnerable people. Our primary concern will be to ensure that the work of 'consumer policy' continues to give full weight to the needs of vulnerable people, however they are defined."