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Chris Taylor, Ofcom, Consumer presentation Presentation Transcript

  • 1. The Communications ReviewConsumer ‘themes’Chris TaylorDirector of Consumer Policy4 July 2012
  • 2. Contents1 Relevant trends and developments2 What might we expect in the future, how it could affect consumers and questions for the regulatory framework 2
  • 3. 1. Relevant trends and developments 3
  • 4. A growing number of consumers are placingincreasing demands on communications services Video footage 4
  • 5. Fixed voice Fewer people own fixed lines but they benefit from greater competition Change between 2006-2011 2006 2011 2006 2011 Household phone ownership Household use of providersFigure 28 and 9 in the Consumer Experience Research Report 5
  • 6. Internet Consumers changing the way they access the internet Change between 2006-2011 75 61 2006 2011 2006 2011 Use of internet Connection methods/ home ownershipFigure 40 and 46 in the Consumer Experience Research Report 6
  • 7. Mobile Smartphones driving shift towards longer mobile contracts 38% mobile customers own a smartphone 80 2006 2011 2006 2011 Length of new contract connectionsFigure 15, 19, 20, and 21 in the Consumer Experience Research Report 7
  • 8. Bundling Over half purchase now bundle services together with fixed voice most popular Current purchasing behaviour 2006 2011 Fixed voice Mobile Fixed bb Pay TVFigure 64 and 68 in the Consumer Experience Research Report 8
  • 9. Consumers are getting more for lessConsumers are making more use of but spending lessservices Average monthly spend on communications services is decreasing 150 6% ) s e 4.78% 4.77% 4.74% 4.66% 4.63% 4.66% d ic r £106.50 £104.22 n e p £101.49 £98.41 p 2.69 2.70 £96.42 £93.61 0 100 2.72 2.57 2.54 4% s l 1 28.24 27.75 2.54 a 0 27.85 27.28 t 2 ( 27.95 27.97 o t h 10.39 11.01 9.91 f t 10.22 10.38 o n 9.48 o 50 37.20 2% % m 36.63 36.26 34.87 s 33.02 31.34 r A e p £ 27.97 26.13 24.76 23.48 22.52 22.27 0 0% 2005 2006 2007 2008 2009 2010 Total Radio Television Fixed internet Mobile services As a %age of total household spend 9
  • 10. 2. What might we expect in the future, how it could affectconsumers and questions for the regulatory framework 10
  • 11. Possible future developments 1Development Implication for Consumers Regulatory questions and CitizensIncreased industry focus on retention of More bundles and tie-ins Impact on competition?‘high end’ customers Targeted customer retention and price Future proof framework for switching, discrimination in favour of engaged removal of asymmetries and equivalent consumers treatment of bundle components Need for good consumer informationMore innovation and new services, Increased choice and diversity of services Jurisdictional questions on protection of UKincluding ‘over-the-top’ consumers Regulated and unregulated services interchangeable Asymmetry of regulation New capabilities for social media, Privacy and data protection issues commerce, entertainment etc Data porting Dis-engaged consumers get left behind…….falling volumes and rising prices The ‘open Internet’ on legacy platforms Platform migration and de-commissioning Protection of vulnerable consumers 11
  • 12. Possible future developments 2Development Implication for Consumers Regulatory questions and CitizensGovernment, healthcare and education Digital participation becomes essential Re-setting of definition of ‘essential service’portals online become main channels for and universal servicedelivery of services. Likewise, the Internetthe predominant platform for commerce and Stronger need to drive digital participationretail. Current asymmetry of inclusion requirements between fixed voice and other services is probably not future proofNew electronic payment methods Convenience of transactions, more choice Establishing the right regulatory boundaries, of payment methods transparency and joined up consumer protection for electronic payments (‘micropayments’) 12
  • 13. We know…………..that markets in the future will work better if consumersare empowered and protected, and society will be better off if no citizens are excluded from the benefits of electroniccommunications technologies and services. 13
  • 14. Thank you 14