Starting on 1 October 2024, Ofcom introduced new mobile roaming regulations that will impact mobile service providers and their customers.
The updated rules, part of General Condition C3, are designed to strengthen customer protections and improve the transparency of roaming charges and services for consumers, micro-enterprises, small businesses and not-for-profit organisations.
What are the updates to General Condition to C3 and what do they mean?
The key changes focus on providing greater information to customers when they are roaming, including clearer communication about roaming tariffs and addressing issues like inadvertent roaming.
Here’s what you need to know:
- Clearer Roaming Information: Mobile service providers will be required to provide roaming customers with more detailed information on their charges, tariffs and roaming services. This information can be delivered through notifications or signposted via free, accessible channels such as the provider’s website.
- Inadvertent Roaming: Ofcom has introduced new measures to protect customers who may accidentally connect to a foreign network while near a national border, known as inadvertent roaming. Providers must now have systems in place to minimise these incidents and ensure that customers are aware of any potential roaming charges in these areas.
- Flexibility in Communication: While providers are required to deliver roaming information directly to customers, Ofcom’s guidance allows flexibility in how this is done. Providers can use multiple notifications or direct customers to online resources to ensure the required information is easily accessible.
- Accessibility for All Customers: Providers must ensure that any roaming information is also available in accessible formats, upon request and free of charge, for customers with disabilities – this aligns with General Condition C5.
What This Means for Your Customers
The new Ofcom regulations will result in greater clarity and transparency when it comes to roaming charges and services. As these changes come into effect, your customers can expect more detailed notifications about their roaming tariffs, helping them stay informed and avoid unexpected charges when travelling abroad. Additionally, safeguards around inadvertent roaming will help ensure that they’re not accidentally connected to a foreign network near borders without being made aware.
Find out more information about Ofcom’s latest mobile roaming regulatory changes in their statement.
