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In a bid to shield UK mobile customers from unexpected roaming charges both at home and abroad, Ofcom, the UK's communications regulator, has introduced new regulations set to take effect from October 1, 2024. These rules come in response to the cessation of EU 'roam like at home' regulations following the UK's departure from the European Union.
The new regulations mandate that mobile providers must send roaming alerts to customers when they begin using their devices abroad, ensuring they are promptly informed of any associated charges. Furthermore, providers are required to furnish clear and easily accessible information to enable customers to make informed decisions regarding their mobile usage overseas. This includes details on roaming charges, fair usage limits, setting spend caps, and where to find additional information.
Cristina Luna-Esteban, Ofcom’s Director of Telecoms Consumer Policy, emphasized the importance of these measures in empowering consumers to manage their mobile usage effectively. She stated, "The last thing holidaymakers want when returning from a trip abroad is an unexpected mobile phone bill. Our new protections will mean you’re told what it’ll cost when you start roaming, so you can be confident that there won’t be any surprises when it comes to your mobile bill while on holiday."
In addition to addressing charges incurred during intentional roaming, the regulations also tackle inadvertent roaming, which occurs when devices connect to networks in other countries despite the user not physically being there. This issue is particularly pertinent for residents in border regions, such as Northern Ireland, and coastal areas where roaming onto foreign networks is common.
Under the new rules, mobile providers must alert customers to instances of inadvertent roaming and provide clear guidance on how to avoid it. Measures will also be implemented to enable customers to limit their spending on roaming while in the UK, including treating mobile usage in neighboring countries like Ireland as domestic usage.
Neil Barrall, Managing Director at Telecoms World, commented on Ofcom's new regulations, stating, "These measures are a crucial step towards empowering mobile users with the transparency and protection needed to navigate the complexities of roaming charges, ultimately enhancing consumer confidence and trust in the telecommunications sector."
Ofcom's decision to implement these regulations stems from a review revealing inconsistencies and inadequacies in the information provided by mobile operators regarding roaming charges. The regulator's commitment to enhancing consumer protection underscores the importance of transparency and clarity in the telecommunications sector.
By ensuring that mobile users are equipped with the necessary information and safeguards, Ofcom's initiative seeks to mitigate the risk of bill shock and enhance consumer confidence in utilizing mobile services both domestically and overseas.
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