Broadband, fixed phone and mobile providers are facing a raft of new regulations this week as the new Consumer Rights Act 2015 comes into play.
While most of the changes in the new Act are in reference to goods rather than services, there are still a few important alterations that ISPs and other service providers need to be aware of.
The key focus for the changes is around clarity, and making sure that customers are getting all the information they need when signing up to new contracts. The Act puts pressure on providers in key digital industries to make sure they are not putting unfair contract terms into their deals.
It is hoped that these changes coming into play will mean companies making sure that their services are provided with reasonable care and skill, for a reasonable price and in a reasonable time.
The key changes include the fact that "terms of a contract, such as price or exit charges, must now be shown in a prominent and transparent way". It means that consumers will be able to dispute any case where they find a provider is burying a charge in the small print.
It will also be important to make sure that services are delivered in a reasonable period of time to consumers, and that if they are not, then the customer is able to get a refund for the service.