Communications providers need to do more to publicise services for disabled customers
New research, carried out by Ofcom, has revealed that communications providers need to do more to publicise services that are available for disabled customers.
Mystery shopping was conducted to see what advice prospective customers were given about these services by BT, Orange, O2, TalkTalk, T-Mobile, Virgin Media, Vodafone and 3.
As part of its wider duty to further the interests of citizens and of consumers, Ofcom has a specific duty to take into consideration the needs of customers with disabilities. Ofcom must ensure that communications providers provide services for disabled customers and that these services are publicised in such a way that allows disabled customers to use and benefit from them.
The mystery shopping revealed that just over a third (37 per cent) of mystery shoppers were provided with information about at least one service available for disabled customers without further prompting.
