In April 2003, I launched a blog called NightHawk. In many ways this blog is complementary to my web site – the former is a chronological account of my activities and thoughts, while the latter is a thematic collection of my writings and ideas. Also the two are closely integrated so that the blog frequently refers to material on the site.
In January 2004, I was appointed a member of the Ofcom Consumer Panel (now called the Communications Consumer Panel), so I decided to spin off my professional interests into a second blog – called CommsWatch – devoted to communications issues with a particular emphasis on regulation and consumers.
But, after over 15 years, it’s time to retire CommsWatch.
Over the last couple of decades, I have served on a variety of consumer advocacy bodies – often as chair – in various regulated sectors covering the Internet, telecommunications, broadcasting, posts, water, energy, and financial services (13 altogether). But, over the last three years, I have been on a glide-path to complete retirement, gradually stepping down from one position after another.
The last such position was Ofcom’s Consumer Forum for Communications which I have chaired for the last four and a half years. Last week, I chaired my 19th quarterly meeting of the Forum which in fact will cease to operate at the end of this month.
I was 71 this week and I feel that it is time to leave the world of work and enter a new phase in my life. As friends will know, the last three years have seen dramatic changes to my personal circumstances and I am now entering a new and exciting chapter in the mystery that we call life.
But I will leave CommsWatch online so that colleagues can access archived material by searching on the categories listed on the right bar. It’s been fun – but it’s time to say “Roger and out”.
Over the last couple of decades, I have served on a variety of consumer advocacy bodies – often as chair – in various regulated sectors covering the Internet, telecommunications, broadcasting, posts, water, energy, and financial services (13 altogether). But, over the last three years, I have been on a glide-path to complete retirement, gradually stepping down from one position after another.
The last such position was Ofcom’s Consumer Forum for Communications which I have chaired for the last four and a half years. Earlier this week, I chaired my 19th quarterly meeting of the Forum which in fact will cease to operate at the end of this month. A colleague on the Forum has posted a kind tribute and a photograph here.
Yesterday, Boris Johnson declined to appear before journalists as part of hustings for the Conservative leadership race, but chose to use his column in the “Daily Telegraph”, for which he is paid, to announce plans to extend full-fibre broadband to every home in the country within five years, nine years ahead of the government’s current 2033 target.
New guidelines for broadband, phone and pay-TV companies, published today, set out how Ofcom plans to stamp out unfair practices.
Ofcom’s Fairness Framework is designed to explain to firms how we will consider whether their practices and the way they treat their customers is fair, and where we may need to step in. The proposed framework aims to support companies in their work to improve customer service and put fairness at the heart of their business.
Ofcom is inviting views on the draft framework, with all responses to be provided by 12 August 2019.
The framework is the latest step in Ofcom’s Fairness for Customers programme, which recently saw all of the UK’s biggest providers make a landmark commitment to put fairness first and ensure their customers get a fair deal.
Ofcom has today published an update on the programme, summarising a range of recent actions to support customers.
A news release is available.
Stephen Carter, Ed Richards, Sharon White .. who next? We’re talking about the Chief Executive of Ofcom,
On Monday morning, I was with Sharon White at an event at Which? but, after five years of her heading the regulator, it is announced today that she is leaving to become Chairman of the John Lewis Partnership for which my brother works.
More information here.
Earlier this week, Minister for Digital and the Creative Industries Margot James attended a conference organised by Ofcom and held at Which? head office. The event was scheduled to launch six fairness commitments on fairness to customers which have been supported by all the major fixed and mobile providers.
However, the Minister took the opportunity to pick up an issue floated in the Government’s Consumer Green Paper. She announced the Government’s support for a new statutory body that would advocate for consumers in the telecoms sector. She said that the new body should be “independent” and “well-resourced”.
I welcome this initiative which I supported in my submission on the Green Paper. The logical home for the new body would be Citizens Advice which is already the statutory voice for consumers in other regulated sectors: energy and posts. I called on the Minister to look at setting up the new body in shadow form in advance of legislation since parliamentary time is hard to find in current circumstances.
Further information from the Government here.
I spent this morning at the head office of Which? for an event organised by Ofcom to launch its Fairness For Customers initiative. The opening speaker was Ofcom CEO Sharon White and all the major fixed and mobile providers – who had speakers – have signed up to the following six commitments:
Customers get a fair deal, which is right for their needs. Providers offer customers packages that fit their needs and have a fair approach to pricing. Prices are clear and easy to understand.
Customers get the support they need when their circumstances make them vulnerable. Providers understand and identify the characteristics, circumstances and needs of vulnerable customers – such as vulnerability due to a disability, age, mental illness or having recently been bereaved – and act to give them fair treatment and equal access to services too.
Customers are supported to make well-informed decisions with clear information about their options before, during, and at the end of their contract. Providers design and send communications in a way that reflects an understanding of how customers generally react to information so that they can understand and engage with the market.
Customers’ services work as promised, reliably over time. If things go wrong providers give a prompt response to fix problems and take appropriate action to help their customers, which may include providing compensation where relevant. If providers can’t fix problems with core services they have promised to deliver within a reasonable period, customers can walk away from their contract with no penalty.
Customers can sign up to, change and leave their services quickly and smoothly. Providers ensure that customers who are leaving do not face additional barriers or hassle compared to those who are signing up to new services.
Customers can be confident that fair treatment is a central part of their provider’s culture. Companies can demonstrate that they have the right procedures in place to ensure customers are treated well. They keep these effective and up-to-date.
More information here.
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Ofcom has today published its first Online Nation report – an in-depth study of how people use the internet. The report examines how people are served by internet content and services, and their attitudes towards being online.
The report finds that people’s online time is growing by around 7% annually. The average UK adult spent 3 hours 15 minutes per day online last year – a rise of 11 minutes since 2017.
Also published today is a joint study by Ofcom and the Information Commissioner’s Office which shows that internet users in the UK are increasingly worried about being online, with around four in every five harbouring concerns. The study also indicates the proportion of adults concerned about using the internet has risen since last year, from 59% to 78%. However, most adults (59%) agree that the benefits of going online outweigh the risks.
Ofcom has also published its latest research into Adults’ Media Use and Attitudes. This provides detailed insight into media use, attitudes and understanding among UK adults aged 16 and over.
All of today’s reports are available on Ofcom’s website along with a news release summarising the findings. |
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| This week Ofcom published research on the video-on-demand (VoD) market in the UK.The report looks at the emergence and growth of VoD services in the UK and how these services are fundamentally changing how people watch content. The paper considers the present and future of the UK VoD market, and how it is likely to evolve. |
The paper notes that there are seven video-on-demand (VoD) services used regularly by over 5% of households: BBC iPlayer, ITV Hub, All4, My5, Netflix, Amazon Prime Video and Now TV. Growth is currently being driven by the international subscription video-on-demand (SVoD) platforms, but as this starts to plateau in the next few years it will soon be driven by the next wave of (largely US) market entrants, set to launch by early 2020.
You can access the full report by Ampere Analysis here.
What is 5G?
What will it do?
Who needs it?
These and other questions are answered in this helpful Q & A guide from the “Guardian”.
Miscellaneous | Roger Darlington | 
June 28, 2019 9:42 am | 
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