Ofcom is calling on the UK mobile industry to address the problem of consumers receiving unexpectedly high bills. It follows recent research that suggested 1.4 million mobile phone ‘contract’ customers may have been affected by ‘bill shock’ in the past six months. The regulator says it may introduce new rules if mobile networks don’t tackle the problem.
A review conducted for Ofcom identified the main causes of bill shock as downloading data, using voice services and lost or stolen phones. It also found many consumers didn’t know how to protect themselves from high bills.
Ofcom wants all mobile network operators to apply a cut-off limit once a consumer’s mobile internet bill reaches a pre-set figure, not just in the EU (as is currently law) but worldwide. It’s also warned networks to make sure their tariff charges are easily understood and easily found.
[Ofcom consumer guide to billing problems]