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EE investigated over potential contract rule failures

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EE is being investigated by the communication regulator over suspicions it may have breached rules relating to information displayed in customer contracts.

Ofcom is investigating EE’s compliance with rules requiring firms to provide customers with a summary of the main terms of their contract before they sign up to a deal.

Under the rules introduced in June 2022, providers must also supply contract information or a contract summary in a ‘reasonably acceptable format’ for free if requested by a customer.

This could include providing information in large print or braille for example.

Ofcom said these rules are “intended to enable all customers to make informed choices about the services they are being offered”.

However, it added it has received information “which gives it reason to suspect that EE may have failed to comply with these requirements”.

An Ofcom statement read: “We will gather further information and update this as our investigation progresses.”

An EE spokesperson said: “We want our customers to be fully informed and we make sales information upfront, clear and transparent. We are fully engaged with Ofcom during the course of this investigation.”

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