Conclusion 3

Regulators have not done enough to ensure companies communicate proactively and clearly with all customers, and to make it easy for customers to contact them. How companies communicate is as important as the information they provide. It is easy for companies to appear to be more transparent by adding ever more information and detail to bills. Only 64% of broadband customers are satisfied with how easy it is to find their companies contact details when making a complaint. Moreover, with companies increasingly using AI chatbots, some customers become stuck in a cycle of trying to ask for help. Increasing reliance on digital communication can leave behind people in vulnerable circumstances, including older people and those with disabilities of mental and physical health, who need different contact mechanisms. Each regulator sets rules and expectations regarding how companies communicate with customers. It is only very recently that the regulators have taken enforcement action against or issued penalties to companies for poor communication with customers. 4 recommendation a. Within 6 months, Ofcom, Ofgem and Ofwat should report back to us setting out a plan for how they will secure improvements in suppliers’ communications with customers. b. They should write to us, setting out in what circumstances and how they will use their powers more forcefully to improve suppliers’ communications with customers.