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| Minutes
Directory Enquiries (DQ) Consumer Issues Sub-Group Meeting 7 |
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Venue:
Oftel, 50, Ludgate Hill, London EC4M 7JJ
1. Introduction
Attendance
Alex Campbell (chair) Oftel
Caroline Wallace Oftel
David Carver CMA
Dirk Amstberg Telegate
Moore Kennedy NIACT
Alastair Robertson SACOT
Ian Watson BT
Paul Whiteing ICSTIS
Apologies
Gwyneth Williams WACT
2. Minutes of previous meeting
Minutes of previous meeting were agreed with the following change
in Section 8, first sentence:
It was noted that the intention was that the leaflet was updated periodically.
3. Report back from IWG - CW, Oftel
Caroline Wallace reported that Oftel from February 2003 onwards will
not maintain their website with information on DQSPs as Oftel fears
that the information displayed gets out of date. To further provide
up-to-date information to consumers, Oftel agreed with the industry
to provide a link to www.newdirectoryenquiries.com which has up-to-date
information about the new DQ services. .
CW said that the IWG had discussed the possibility of messaging on
pre-118 codes and the possible content of these messages. Paul Whiteing
added that the ICSTIS Code would apply to such network announcements
and therefore the rules with respect e.g. to announcing the name of
the provider and price would apply. However, ICSTIS understands the
need for simplicity and to research innovative solutions that cater
for both needs. MK underlined the importance of a simple, understandable
message for consumers. CW informed the group that Oftel will issue
a consultation on network messaging within the next few weeks. CW
underlined that Oftel will very likely have a shortened consultation
period of 6 weeks to allow enough time for implementation of a possible
messaging solution. Important criteria for the decision could be competition,
consumer friendliness, efficiency, practicality, and certainty (i.e.
that the final decision would be implemented and that no further Oftel
intervention is necessary).
CW said that the launch went very well apart from a few teething problems,
e.g. with some smaller fixed network operators not launching all the
numbers. All mobile operators however have launched the 118 numbers
although not all have had the time to open 118 numbers to roamers.
This is expected to happen over the course of the coming months.
AR noted that one fixed network in particular had not opened its network
to competing services, consumer reps wanted to know if Oftel were
going to force them to do this. AC noted that Oftel had circulated
a position paper in April 2002, explaining that Oftel wanted to see
'all codes on all networks' and what steps Oftel might take to enforce
this. CW said that discussions were still ongoing with a number of
operators regarding this issue.
PW mentioned that the mobile uplift goes as high as 61p on some networks,
which he believed to be problematic from a consumer perspective as
DQSPs only provide information on the prices from a BT phone. However,
it was pointed out that not even service providers know the price
of their service on the different networks let alone can control the
uplift. It was noted that Nik Hole (from 'the number') had taken an
action in the last DQ IWG to compile a list of operator contacts to
allow DQ SPs to find out how much their service cost on different
networks.
AR asked about call completion services, in particular the proposal
that customers be completed to numbers without necessarily being told
what the number was. CW confirmed to AR that the number can always
be obtained (if available) but that they consumers could be directly
connected to numbers without being told the number if that was what
they wanted.
AP7.1: IW to send the url detailing the number of Ex-Directory customers
to AC
AP7.2: IW attempt to circulate a copy of a BT bill with a DQ service
example.
4. Report back from the B&I Sub-group - DA,
telegate
DA reported that the B&I group is now entirely focussing on a
solution for phase 2 and that a draft statement of requirements had
been worked upon in the last meetings. Phase 2 intends to widen consumer
choice, enable charging to more accurately reflect costs and stimulate
innovation in services. E.g. call completion could be offered at different
rates including differentiated according to distance the call travelled,
or IDQ services could differentiate the price depending on the country.
There were some concerns that far off the wall services such as CD
sales could be offered on 118 numbers and consumers run up high bills
and get their phone disconnected. Oftel and ICSTIS explained that
although ancillary services could be offered, the restrictions were
such that this should not occur as 118 numbers were limited to those
services principally offering DQ. PW underlined that in addition ICSTIS
could impose additional conditions on all services that are stretching
the boundaries of the current definition.
Consumer representatives were asked to send any comments, concerns
etc. to DA and that DA would take these issues to the next B&I
meeting. AR proposed additional identification e.g. via PIN number
in order to avoid that high bills are ran up under their number.
AP7.3: Consumer Groups to send feedback on the SoR Phase II to DA
to be raised in the next B&I meeting on the 25th of March 2003.
AP7.4. DA to raise the concerns, comments from consumer reps at next
B&I Meeting.
5. ICSTIS Report on launch experiences - PW, ICSTIS
PW reported that since the launch ICSTIS had hardly received any complaints
especially no systematic complaints. He added, however, that this
might be due to the low level of advertising.. He said that ICSTIS
had received 21 applications, of which 19 were approved right away
and 1 was abandoned for unknown reasons (one more in progress). PW
said that generally all applications were straightforward, of high
quality and easy to process.
IW added that BT was not aware of any serious complaints. However,
so far BT has not detected any noticeable effect on the volumes of
their 192 service.
6. Phonebook Leaflet - IW, BT
The first round of leaflets is now out with 3 to 4 million copies
that are carrying until the beginning of April 2003. The Response
Team, who is in charge of the creation and production on behalf of
the industry, have just sent out an invitation for the second and
third round (both for around 6 million copies). Companies will have
to subscribe for both rounds in order to make the next rounds financially
viable. Before the third round however, the leaflet would be updated.
The Response Team had also presented an idea for a mass mailing of
the leaflets, but some service providers said they would rather do
it alone.
7. Call Barring - AC, Oftel
AC reports that DQ services will be moved from the PRS call barring
category to the select services barring/operator services barring
option, which are very similar to DQ services. The barring can be
overrun on a call-by-call services using a PIN-number. Until the 10th
December, DQ calls were part of this barring category. This should
now draw a line under the work done by BT to identify the appropriate
destination charge group for DQ services to allow both call barring
and the necessary work needed to include 118XXX within the CPS 'all
calls' option. The migration will happen in the next few months before
the end of 192.
8. Issues List
Section 8: Rates: It was questioned whether the payphone charging
model (per minute rates) could lead to a situation where DQSPs would
drag a call until the second minute to rip off the consumers. This
was deemed possible but not likely. PW added that ICSTIS has found
no evidence for such behaviour so far although some appear to be slower
than others. It was also noted that under the flat-fee model consumers
had complained that calls were unreasonably shortened as DQ SPs had
an incentive to reduce call lengths.
Section 9: With respect to the awareness figures AC explained that
awareness had dropped slightly but that might be due because advertising
was prohibited before launch. PS voiced concern that consumers will
not start to use the new numbers before August 2003 despite being
aware of the change. CW pointed out that this was the reason why the
industry had undertaken to research a messaging solution for the months
after the withdrawal.
DC asked that the group be given an opportunity to review the consumer
guide in the light of consumer experience.
AP7.5 AC to put review of the consumer guide on the agenda for the
next meeting.
AP7.6 PW to send AC details of appropriate contacts at Trading Standards
and CAB who can assist in getting the DQ consumer guide onto the respective
organisations Intranets.
9. AOB
AC informed the group that there will be a DTI consultation on the
implementation of the new data protection directive and that he will
send it to the group once it is officially available. There was general
agreement that it was vitally important that certain abuses such as
'reverse searching' did not become associated with the new 118XXX
services, as poor behaviour by one provider could tarnish the whole
industry and lead to a general loss of consumer confidence.
10. AP Review
AP 6.1: AC to take the issue of refunds for payphone customers to
DQ IWG - ongoing, waiting for responses for service providers.
AP7.1 IW to send the url detailing the number of Ex-Directory customers
to AC
AP7.2 IW attempt to circulate a copy of a BT bill with a DQ service
example.
AP7.3 Consumer Groups to send feedback on the SoR Phase II to DA to
be raised in the next B&I meeting on the 25th of March 2003.
AP7.4 DA to raise the concerns, comments from consumer reps at next
B& Meeting.
AP7.5 AC to put review of the consumer guide on the agenda for the
next meeting.
AP7.6 PW to send AC details of appropriate contacts at Trading Standards
and CAB who can assist in getting the DQ consumer guide onto the respective
organisations Intranets.
11. Arrangements for next meeting
Next Meeting: 13th May2003; 14:00 at Oftel
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