Sky ‘breaking consumer protection rules’ over end-of-contract notices
Sky has been breaking consumer protection rules by not informing pay-TV customers that their contracts are due to expire so they can shop around for cheaper deals, according to a ruling by telecoms regulator Ofcom.
Following a long-running investigation, Ofcom has found that Sky, which has about 9 million TV customers, is in breach of rules by failing to send end-of-contract (ECN) notifications to its pay-TV customers.
Sky is the only major telecoms company not to send notifications – by text, email or letter – which are designed to make customers aware that they have the option of switching or getting a better deal with their existing provider.
Ofcom estimates that between February 2020, when the new ECN rules were implemented, and the end of last year 3.5 million Sky TV customers were not told they could look around to save money on their TV packages.
The rules require broadband, mobile, home phone and pay-TV companies to notify customers 10 to 40 days before deals end, because they are deemed to be public “electronic communications services”.
Sky says that while it notifies broadband and phone customers it does not consider its satellite pay-TV service to fall under Ofcom’s definition and so is not obliged to send the notifications.
“We have directed Sky to take all necessary steps to comply with its regulatory obligations to send end-of-contract notifications to customers of its relevant pay-TV services,” Ofcom said.
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It said Sky now has nine months to start sending notifications, although the company has up to two months to lodge an appeal with the Competition Appeal Tribunal.
“In addition,
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