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Cristina Luna-Esteban is Director of Consumer Policy at Ofcom which she joined in April 2017 with responsibilities for driving forward Ofcom’s customer fairness agenda. During her time in Ofcom, Cristina has been responsible for introducing an automatic compensation scheme for customers when things go wrong with their landline and broadband, one of Ofcom’s key projects for delivering a step change in fairness and quality of service in the telecoms industry. She has also introduced reforms to the switching process in mobile, whereby consumers are now able to switch providers quickly and easily by text and online. Cristina is currently working on issues relating to fairness matters, including the structure of mobile contracts and on introducing a gaining provider led process in fixed services across networks. Previously, Cristina worked at the Competition and Markets Authority (CMA) and the Office for Fair Trading (OFT) where she directed a range of competition, mergers and consumer projects and started her career in consultancy.
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