Quicker complaints resolution and more money in your pocket when things go wrong
Published: 8 April 2026
As of today, telecoms customers can now escalate any unresolved complaint to an independent dispute resolution scheme much sooner, under strengthened Ofcom rules.
Notifying a phone or broadband provider of a customer's death
Published: 28 November 2022
Last updated: 8 April 2026
Advice on telling a provider when someone has died, and closing or altering their account.
General Conditions of Entitlement
Published: 16 August 2023
Last updated: 8 April 2026
All providers of electronic communications networks and services must follow the rules of the General Conditions of Entitlement.
Ex post evaluation of our emergency video relay regulation
Published: 30 May 2025
Last updated: 5 September 2025
In June 2022, Ofcom rules came into force, which enabled deaf BSL users to contact the emergency services by making a video call. In this report, we examine the impact of the emergency video relay regulation on deaf BSL users.
Emergency video relay service for deaf British Sign Language users saving lives
Published: 30 May 2025
A new Ofcom study has found a video relay service that connects deaf British Sign Language (BSL) users to the emergency services is successfully saving lives.
Statement: Emergency video relay
Published: 16 February 2021
Last updated: 30 May 2025
Ofcom wants to make sure disabled people can easily contact the emergency services. We have decided to require the provision of an emergency video relay service.
A summary of Ofcom's rules for phone and broadband providers
Published: 19 July 2023
Last updated: 25 April 2025
A guide to some of Ofcom’s most important telecoms regulations, guidance and voluntary schemes that every phone or broadband provider should know about.
Amendments to the General Conditions of Entitlement
Published: 15 December 2022
Last updated: 22 April 2025
Links to statements on changes to General Conditions of Entitlement.
Frequently asked questions
Published: 4 August 2016
Last updated: 4 October 2024
Frequently asked questions on the accessibility of communication services.
Access and inclusion research
Published: 2 March 2023
Last updated: 30 July 2024
In this report, we present a range of data on the availability, take-up, use and affordability of communications services.