The telecoms regulator is investigating BT over allegations that it violated rules when customers signed up for new mobile and broadband contracts.
Ofcom is investigating whether the telecoms giant failed to provide “clear and simple” contract information, as required.
It stated that it had evidence that two BT subsidiaries, EE and Plusnet, had violated the rules.
BT stated that it was “fully engaged” with Ofcom’s investigation.
Before signing up, telecom providers must provide customers with contact information and a brief – usually one-page – summary of the main contract terms.
This policy has been in effect since June of last year. The change was intended to help people avoid being caught off guard by unexpected price increases at a time when household budgets are already stretched thin.
The summary must contain important information. It includes information such as broadband speed, price, contract length, and the terms and conditions if a customer decides to cancel their contract early.
Customers with disabilities can also request that documents be provided in an accessible format.
According to Ofcom, the rules are an important step toward empowering people to shop around confidently and make informed decisions about the best deal for them.
The regulator stated that it has “reasons to suspect” that Plusnet, a BT subsidiary, “failed to comply with these requirements.”
This comes after the regulator launched an investigation into EE, another member of the BT group, in October, based on suspicions that it had also broken the rules.
According to Ofcom: “As a result, our investigation will now consider whether BT violated Ofcom’s rules as a result of suspected violations by each of these subsidiaries.
“As our investigation progresses, we will gather additional information and provide updates.”
A BT spokesperson states, “We want our customers to be well-informed, so we provide sales information up front, clearly and transparently.
“We are fully cooperating with Ofcom throughout this investigation.”
