Merlyn Holkar, Senior Research Officer, Money and Mental Health
Failing to connect: mental health problems and telecoms
27 November 2019
We increasingly rely on telephone and internet services in modern life. However, common symptoms of mental health problems, like low motivation, unreliable memory, limited concentration and reduced planning and problem-solving abilities, can make it harder for people to engage in telecoms markets.
In this policy note we set out the experiences people with mental health problems in navigating telecoms markets and engaging with providers. We recommend that both providers and the regulator Ofcom take action to make sure that services are accessible and that people with mental health problems aren’t disadvantaged in this market.