Current Work


The Panel's Work Plan explains the Panel and ACOD’s role, describes the different ways in which we engage with issues, explains how we have chosen our priorities for the coming year and sets out the areas that we will address.

Our work plan for 2018/19 can be found here:

Communications Consumer Panel Work plan 2018/19 English (PDF 487KB, opens in a new window)
Communications Consumer Panel Work plan 2018/19 Cymraeg (PDF 284KB, opens in a new window)

Key areas of engagement:

Many of the Panel and ACOD’s key areas of engagement fall into common themes, such as the protection of consumers in vulnerable circumstances; quality of service; affordability; and the protection of consumers’ and citizens’ personal data. Specific areas of engagement for the year ahead are below and these are explained in more detail on the following pages:

  • Broadband/mobile coverage and quality of service
  • Nuisance calls and texts
  • Unfair policies and practices
  • Customer service and complaints handling
  • Access services (subtitling, audio description and signing) on broadcast and on-demand content
  • Future of voice calls (migration from the public switched telephone network (PSTN) to voice-over internet protocol (VOIP))

Research: Digital accessibility and usability in the communications sector

The Panel will evaluate the digital presence of the key players in the communications sector to assess its accessibility and usability and meets the requirements of those users who might have access needs.

Areas kept under review

  • Progress on implementation of policies that are designed to protect consumers, for example:
    • consumer related objectives highlighted in the Strategic Review of Digital Communications 2016, including pricing complexity, consumer information and switching
    • consumer-focused policies set out in the Digital Economy Act 2017
    • the broadband USO
    • Ofcom’s revised General Conditions
  • Post - quality of service
  • Affordability and debt
  • Digital Participation
  • Internet of things, data privacy and security
  • Micro businesses' experience of communications, as consumers
  • Spectrum Strategy (including 700MHz coverage obligations)
  • Consumer implications of regulatory/policy changes arising from Brexit

Additional ACOD-specific work areas

  • Inclusion, portrayal and particiation