You are here: Home - Saving & Banking - News -

Post Office fined £175,000 for overcharging customers with impairments

Written by:
The Post Office has been fined £175,000 by Ofcom for overcharging customers with hearing and speech difficulties who used a relay service when making telephone calls.

Ofcom said the Post Office breached a rule that gives people with impairments the right to access comparable phone call services as those without impairments.

The regulator said that between August 2013 and November 2018, the Post Office broke this rule by failing to put in place a special price scheme for calls made by customers with impairments who needed to use relay services, meaning they were overcharged unfairly.

Relay services help people with hearing and speech difficulties to communicate over the phone, by offering text-to-speech and speech-to-text translation services. A special price scheme compensates them for the additional time it takes for them to make phone calls using a relay service.

As well as the fine, Ofcom is also requiring the Post Office to refund customers who were affected.

Meredith Sharples, director of telecoms at the Post Office, said: “The Post Office apologises to any of our customers who made text relay calls using our service and did not receive the discount that they were entitled to. Up to 126 customers a year were affected and where possible we have refunded customers the full cost of any calls made. We now no longer apply any charge to calls made using this service.

“The Post Office has always provided text relay services and we recognise the important role they play for anyone who may have hearing or speech impediments. We reported this over charging matter to Ofcom in January 2019 and have co-operated fully with their investigation.”

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

ISAs: your back-to-basics guide for 2018/19

Here’s everything you need to know to make the most of your unused ISA allowance ahead of the 5 April deadli...

A guide to Sharia savings accounts

A number of Sharia savings products have upped their game in recent months, beating more familiar competitors ...

Five ways to get on the property ladder without the Bank of Mum and Dad

A report suggests the Bank of Mum and Dad is running low on funds. Fortunately, there are other options for st...

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Having a baby and your finances: seven top tips

We’re guessing the Duchess of Cambridge won’t be fretting about maternity pay or whether she’ll still be...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co...

Money Tips of the Week

Read previous post:
Savers are better off with building societies than banks, says research

Building societies continue to pay better rates on savings accounts than banks, analysis shows.