Recommendation 14

There are no PSR arrangements in telecoms. Instead, Ofcom requires companies to give consideration to services for people in vulnerable circumstances, and to register customers based on needs.39 In 2024, the overall satisfaction for customers with a limiting condition was five percentage points lower than consumer satisfaction overall.40 When asked whether it supported the former Department for Business and Trade’s proposal in May 2024 to establish a multi-sector share once register, Ofcom said ‘that could be really helpful’.41 Proactive communication by companies with customers