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24|11|08

Advice guides

Ofcom is publishing new advice to help consumers who are victims of silent calls and slamming.

The launch of these two advice guides coincides with the publication of our Consumer Experience 2008 report.

It reveals that real progress has been made in the reduction of complaints from consumers unable to switch broadband providers because of difficulties in obtaining a MAC or because of a tag on their line.

Complaints about mobile phone cashback deals – which have been a real source of consumer harm – have also been on a downward trend from a peak of more than 600 per month in September 2007 to less than 70 per month in September 2008.

However, more consumers are contacting Ofcom about fixed line mis-selling and silent calls than any other telecoms issue.

Mis-selling

Between September 2007 and September 2008, the number of consumer complaints we received about silent calls increased from around 300 per month to around 1050 per month.

Over the same period the number of complaints about fixed line mis-selling also increased from around 800 per month to around 1050 per month.

As well as our silent calls and slamming guides, we’re also releasing a new fact sheet on what to do if you have a have a complaint about your communications provider.

The majority of silent calls are caused by automated calling systems known as diallers.

Mainly used in call centres, these systems dial telephone numbers automatically and connect the customer to agents as soon as the phone is answered.

Fines

But problems sometimes occur when these systems generate more calls than can be answered by call centre staff.

Ofcom is continually monitoring complaints and any company persistently flouting the rules can be fined up to £50,000.

As part of this programme, Ofcom has recently taken enforcement action against Abbey National plc, Barclaycard, Complete Credit Management Ltd, Equidebt Ltd and Ultimate Credit Services Ltd.

The term mis-selling is used to cover a range of sales and marketing activities.

Enforcement action

These include communications providers passing themselves off as other companies as well as slamming, the practice of switching a consumer to another provider without their knowledge.

Tackling mis-selling remains a high priority for Ofcom and we are continually gathering data from communications providers.

This helps us to identify targets for enforcement action, and we continue to work closely with the industry to reduce consumer harm from mis-selling.

In the early part of 2009, Ofcom plans to consult on the existing sales and marketing rules with the aim of tightening the existing rules.

Social exclusion

The Consumer Experience 2008 also sets the stage for Ofcom’s future work on access and inclusion for consumers who are at risk of social exclusion.

Ofcom Chief Executive, Ed Richards said: ‘The Consumer Experience report allows us to monitor how the consumer experience of the communications market is changing over time.

‘Satisfaction levels remain high but action against the scourges of slamming and silent calls remain priorities for Ofcom over the coming year.’

Silent calls – How to avoid nuisance calls.

Slamming – Has your telephone service been switched without permission?

Complaints – How to make a complaint to your service provider.

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