Welcome to the Groupsite for the Consumer Forum for Communications.

This site is a private meeting place for the Consumer Forum for Communications which is a group of consumer stakeholders that meets regularly with Ofcom to discuss consumer issues relating to communications.

This site is intended to provide increased opportunity for interaction with Ofcom and fellow members between Forum meetings.

We will post agendas, minutes and presentations of any meetings and kick off discussions about future topics, as well as follow up debates.

We welcome new members of the Consumer Forum. If you know someone who would like to take part in the group please contact Liz Roberts, elizabeth.roberts@ofcom.org.uk.


  • Customer care and complaint handling in the phone-paid services market

    Posted by David / on 07/14/2017 / 0 Comments

    The Phone-paid Services Authority has published research into customer care and complaint handling in the phone-paid services market.

    I want to share with you some of the findings from the research.

    The research was commissioned from Futuresight and will be used to assess how complaint handling can be improved to meet consumers' expectations.

    Key findings:

    • Complaints about phone-paid services are very prevalent. And more prevalent than complaints about utilities, rail companies and holidays.
    • Complaint handling varies significantly across the phone-paid services market.
    • From a consumer perspective, charity and broadcast services tend to perform well, whereas some digital content services perform less ..
  • Any feedback on the Online Age Checking of Monday 15th May plse?

    Posted by Peter / on 05/16/2017 / 2 Comments

    I'd be intreated in any feedback following yesterday's event as I am the consumer rep on the Publicly Available Specification (PAS) under development at BSI sponsored by the Digital Policy Alliance.

    At the moment the PAS looks to be a good step forward where kids might pretend to be adults e.g. porn sites, dating sites etc but there are concerns about a lack of Industry good practice where adults might be pretending to be kids .e.g kids chat rooms and potential grooming.

    Were there any views from CFC members who attended please.

    Thanks Pete

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