From October 1, 2024, new rules introduced by UK regulator Ofcom will impact mobile phone operators and their customers. The regulations focus on roaming charges when using mobile phones abroad, requiring operators to provide clear information to customers about charges, fair use limits, and time restrictions. Customers will also be informed about setting spending caps to control their expenses while roaming and directed to where they can find additional information on roaming.
Ofcom’s announcement underscores the changes after the UK’s exit from the European Union, with the end of EU ‘roam like at home’ rules and the UK law mandating mobile operators to alert customers about roaming charges. The regulator found that the information provided to customers regarding roaming charges can be inconsistent and unclear, with 19% of holidaymakers unaware of potential additional charges when using their phones abroad and 18% admitting to not researching roaming charges before their travels.
The report also highlights the issue of “inadvertent roaming,” where phones connect to networks in different countries without the customer physically being there. Approximately 14% of UK mobile customers experience this, whether abroad or within the UK. Ofcom’s Director of Telecoms Consumer Policy, Cristina Luna-Esteban, emphasised the importance of clear information for travellers to avoid unexpected bills upon return from trips abroad.
The new regulations aim to address this issue by ensuring that customers receive alerts if they start roaming unexpectedly, with specific advice for those in border areas where inadvertent roaming is more common. Customers will be informed about roaming charges upfront, allowing them to make informed decisions and avoid surprises on their mobile bills while travelling.
Overall, the changes introduced by Ofcom seek to enhance transparency and protect consumers from bill shock when using their mobile phones abroad. By providing clear information and alerts, customers can better manage their mobile usage and expenditure, contributing to a more informed and seamless roaming experience.