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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 are below:

  • 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))

The Panel's strategic plan 2022/23

The Panel's strategic plan 2022/23 describes how we work collaboratively to provide a voice for consumers, citizens and micro-businessess, our strategic priorities; and the policy areas of particular focus for the forthcoming year. Our strategic plan 2022/23 can be found by clicking here.


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
  • Postal services - quality of service
  • Affordability and debt
  • Digital participation and skills
  • 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 the EU exit
  • Online Safety

Additional ACOD-specific work areas

  • Inclusion, portrayal and participation

If you have any difficulties accessing content on this page, please email us at contact@communicationsconsumerpanel.org.uk