Research into consumer views on the importance of communications services and their affordability

Research published 22|07|14

An important part of Ofcom's work is to ensure that consumers receive value for money from their communications services. Encouraging and promoting consumer participation in communications markets is also one of our key priorities.

To fulfil these responsibilities, Ofcom has focused on securing the availability of a wide range of communications services, while carrying out work to understand the reasons why some citizens do not use them, or have difficulty doing so.

In this report, we look specifically at whether some people have difficulty affording communications services, particularly those regarded as important or essential by citizens and consumers, including to those on low incomes. It contains the results of research carried out to understand whether the cost of important or essential communications services is an obstacle to consumers adopting and using them.

This report sets out the research findings and our conclusions, and explains the measures we have in hand to address affordability issues.