Key takeaways
Ofcom's General Conditions of Entitlement are the core regulatory requirements that all UK communications providers -- mobile networks, broadband providers and landline operators -- must comply with.
The conditions cover: complaints handling (providers must have a formal complaints code of practice), customer switching rights, billing accuracy, protections for vulnerable customers, number portability and access to emergency services.
Providers must belong to an approved ADR (Alternative Dispute Resolution) scheme and must publish information about it on every customer bill.
Ofcom enforces compliance with the General Conditions and can fine providers or take other regulatory action for breaches.
As a consumer, the General Conditions give you legally enforceable rights: the right to complain, the right to switch without unreasonable barriers, the right to accurate billing and the right to accessible services.
Reviewed: June 2026Key facts
|
What the General Conditions are
The General Conditions of Entitlement are a set of regulatory requirements set by Ofcom under the Communications Act 2003. They apply automatically to all companies that provide electronic communications networks or services in the UK -- meaning mobile networks, broadband internet providers, landline providers and others. Providers do not need a specific licence to operate (unlike, for example, broadcasters) but they must comply with the General Conditions as a condition of providing services.
The conditions are not a static document -- Ofcom updates them periodically as regulatory requirements evolve. The most significant recent update was in 2017 when Ofcom reorganised the General Conditions into a more logical structure. Further updates have followed to reflect changes such as the implementation of the European Electronic Communications Code and new consumer protection requirements.
Key provisions for consumers
General Condition C4 -- Complaints: Every communications provider must have a complaints code of practice that is clearly accessible and sets out the complaints handling process. It must include contact details for complaints (phone, postal address and email/webform), the steps the provider takes to investigate, timescales for resolution, and information about the right to use an ADR scheme. Providers must provide every customer with a 'deadlock' letter if the complaint cannot be resolved, enabling the customer to go to the ADR scheme.
General Condition C5 -- Vulnerable customers: Providers must have clear policies and procedures for identifying and treating vulnerable customers fairly. This includes people with disabilities, people experiencing financial difficulties and others in vulnerable circumstances. Specific requirements include priority fault repair for eligible customers, text relay services and free directory enquiries for disabled customers.
General Condition C7 -- Switching: Providers must support customer switching and cannot create unreasonable barriers to leaving. This underpins the One Touch Switch process for broadband and the PAC code process for mobile, both implemented under Ofcom's switching rules.
General Condition C9 -- Billing: Providers must ensure billing is accurate and transparent. Customers must be notified if they are about to exceed any allowances included in their tariff and told the cost of continuing to use the service. Bills must include specific information about the charges applied.
Number portability
General Condition B1 covers number portability -- the right to keep your phone number when switching provider. All providers must support number portability for geographic numbers (01/02), mobile numbers and non-geographic numbers (03) within defined timescales and without unreasonable charge. Number portability is a fundamental consumer right under the General Conditions.
Access to emergency services
All providers must ensure customers can access emergency services (999 and 112) at no charge at all times, including for pay-as-you-go customers with no credit. As the UK transitions from PSTN to VoIP, providers have specific obligations to ensure VoIP services maintain emergency call access and, where possible, provide location data with emergency calls.
ADR scheme membership
Every communications provider must belong to an Ofcom-approved ADR scheme -- either the Communications Ombudsman or CISAS. They must inform customers which scheme they belong to in their complaints code of practice and on every bill. The ADR scheme provides consumers with a free, independent route to resolve disputes that the provider's own complaints process has failed to resolve.
Enforcement
Ofcom monitors compliance with the General Conditions and can take enforcement action for breaches. This includes issuing provisional and final notifications, imposing financial penalties, and requiring providers to take specific remedial action. Ofcom publishes its enforcement decisions publicly. Repeated or serious breaches can result in significant fines.
Related guides
Disclaimer: This guide is for informational purposes only. Kael Tripton Ltd is not regulated by the FCA and does not provide financial advice. Telecoms information is sourced from Ofcom, the UK communications regulator. Always verify current information at ofcom.org.uk.
Frequently asked questions
What are Ofcom's General Conditions?
The General Conditions of Entitlement are the core regulatory requirements set by Ofcom under the Communications Act 2003 that all UK telecoms providers must comply with. They cover complaints handling, switching rights, billing accuracy, vulnerable customer protections, number portability and access to emergency services.
Do all telecoms providers have to follow the General Conditions?
Yes. The General Conditions apply automatically to all companies that provide electronic communications networks or services in the UK -- including mobile networks, broadband providers and landline operators. There is no opt-out. Providers that breach the conditions can be fined by Ofcom.
What is General Condition C4?
General Condition C4 covers complaints handling. It requires every communications provider to have a complaints code of practice that is easily accessible, includes contact details for making a complaint, sets out the investigation process and timescales, and explains the right to use an ADR scheme. Providers must give customers a deadlock letter if a complaint cannot be resolved.
What rights do I have under the General Conditions?
As a consumer, the General Conditions give you the right to a formal complaints process, access to a free ADR scheme, protection from unreasonable switching barriers, accurate billing, and number portability. Vulnerable customers have additional rights including priority fault repair and text relay services.
What is the difference between the General Conditions and the Online Safety Act?
The General Conditions (under the Communications Act 2003) regulate telecoms providers on service quality, switching, billing and consumer protection. The Online Safety Act 2023 regulates online platforms (social media, search engines etc) on content safety and harm prevention. Different companies are covered by each, and Ofcom enforces both.
Can I report a breach of the General Conditions to Ofcom?
Yes. If your provider is breaching their obligations under the General Conditions, you can report this to Ofcom at ofcom.org.uk. Ofcom uses reports to monitor provider compliance and may investigate if evidence suggests systemic breaches. For individual complaints, your route is the provider's formal complaints process followed by the ADR scheme.
What is a complaints code of practice?
A complaints code of practice is a document that every telecoms provider must publish under General Condition C4. It must be easily accessible (on the provider's website and available on request) and must set out clearly how to make a complaint, the timescales for resolution, and how to escalate to an ADR scheme if the complaint is not resolved.
Are virtual mobile networks (MVNOs) covered by the General Conditions?
Yes. All providers of electronic communications services -- including mobile virtual network operators (MVNOs) such as giffgaff, SMARTY, Tesco Mobile and Sky Mobile -- must comply with the General Conditions. This applies regardless of whether they operate their own network infrastructure or use a host network.
