We conducted a review of nearly 80,000 anonymous consumer bills, engaging Schiff Consulting to analyse how residential consumers buy and use mobile plans, add-ons and causal rates for data, mins and SMS.
Our 2019 mobile market study concluded that consumers may not compare plans or assess their spend usage very often and that consumers may be unaware if there are other retail offers available that might better meet their needs. We therefore commenced a review of mobile consumer bills under section 9A of the Telecommunications Act 2001, to understand:
the usage and expenditure patterns of residential consumers in the mobile market
the extent to which these consumers could save money by changing their purchasing behaviour.
The findings of the review of consumer mobile bills are set out in the report by Schiff Consulting, the independent economic consultant engaged to undertake the review. The report has been released alongside an open letter from the Commission to the Mobile Network Operators and the TCF, which addresses issues of data transparency and consumer inertia.