Title page
Contents
Foreword from the Secretary of State for Digital, Culture, Media and Sport 3
General Information 4
Executive Summary 6
1. The Communications Market 9
2. The Consumer Experience in Telecoms 12
2.1. Consumer Satisfaction Levels 12
2.2. Consumer Engagement Levels 13
2.3. Government and regulator action 14
2.4. Not-for profit and commercial organisations 17
2.5. The role of the Communications Consumer Panel 17
3. The need for an enhanced Consumer Advocacy Function in Telecoms 19
3.1. Consumer Green Paper 19
3.2. The advocacy landscape 20
4. Improving Advocacy in Telecoms 23
5. Options for Reform 28
6. Funding 32
7. Implementation 34
ANNEX A: Consultation Questions 35
ANNEX B: Privacy Notice 36
Table 1/Table 2. Projected Spend on Advocacy v Average Weekly Household Expenditure 21
Figure 1. Changes in mobile data prices, data use and consumer spend 10
Figure 2. UK Customer Satisfaction Index 12
Figure 3. CCP's Budget and Expenditure 22