|
|
 |
|
|
|
|
|
|
|
 |
 |
 |
|
Directory
Enquiries (DQ) Consumer Issues Sub-Group
Meeting 8 |
|
 |
 |
 |
|
 |
|
|
|
 |
|
|
|
|
Oftel,
Tuesday 13 May 2003
1. Introductions
Attendance
Alex Campbell (chair) Oftel
Caroline Wallace Oftel
Dirk Amstberg Telegate
Moore Kennedy NIACT
Ian Watson BT
Isabel Magan Directory Enquiries UK
Antonia Crawford i-CD Publishing
Moira Black CCE
Gwyneth Williams WACT
Steve Warner Share Communications
Nik Hole The Number
Richard Allen Telewest
George Halford SACOT
Peter Sayers CFB
Bob Twitchin DIEL
Tom Hickey (Minute Taker) Conduit
Apoligies
Paul Whiteing ICSTIS
Marc Lyne Scoot
Alistair Robertson SACOT
2. Minutes of Previous Meeting
The minutes of the 7th meeting were adopted with one amendment. Under
item 8 (Issues List), "PS" should be deleted and replaced
with "David Carver".
3. Update on Industry Groups
4.1 Implementation Group
118 Call volumes:- CW informed the meeting that BT is currently supplying
statistics to Oftel indicating the rate of switchover to the new 118XXX
access codes. They show call volumes for Mondays and week-ends since
December 2002. The statistics indicate low take-up of the new access
codes until mid-March, then a jump in call volumes to 118XXX numbers.
On one weekend 18% of calls to Directory Enquiries were made to a
118 number, and the following Monday 12% of DQ calls were to the new
numbers.
118 Consumer awareness:- A table showing growth in consumer awareness
was distributed with the meeting documents, and was introduced by
CW. It shows adult awareness of the 118XXX numbers growing from 9%
in November 2002 to 63% in April 2003. Though the latest information
available to indicate awareness among SMEs is for February, it indicates
even higher awareness than for the general adult population.
Network Announcements:- Oftel briefly summarised the five options
considered in its consultation document, and updated the meeting on
progress since its publication on 7th March. CW thanked consumer representatives
for their responses, and acknowledged that there were some complicated
issues to be considered. Thirty (30) responses had been received,
representing DQ Service Providers, Network Operators, and Consumers.
Oftel is on target to publish its Statement following the consultation
by the end of May.
Call Barring:- For the purposes of call barring, calls to 118XXX services
will be categorised on the BT network with Operator Services and not
Premium Rate services. This means consumers will be able to select
call barring for 118XXX services by barring access to Operator Services.
A small charge does apply for this barring facility. The changeover
to categorisation with Operator Services is due to be completed for
most BT consumers in June.
NAP 8.1 Oftel undertook to re-circulate its table summarising the
opportunities for call barring on different networks .
With regards to the arrangements for 'In Contact plus' customers,
as noted on the issues list, it was clarified in the meeting that
all while consumer representatives were consulted regarding this change
at the Consumer Group meeting, DIEL was not in attendance and so was
consulted separately in writing. This does not mean that DIEL was
the only consumer organisation consulted.
Telephone Books:- Bob Twitchin expressed disappointment that DIEL
was not consulted when the leaflet (which is currently being distributed
with each 'phone book) was being produced. He pointed out that there
was no indication that it is available in alternative formats, and
that it might not conform with the requirements of the Disability
Discrimination Act. He asked whether it can be made more accessible.
Oftel stated that the leaflet was produced by a private company (The
Response Group) on behalf of a number of companies, and that each
directory service provider paid to have its number included. However
it was thought that the producers would take pointers from the Consumer
group. Some suggestions were to include a textphone or other contact
number, and to produce a "Large Type" version.
AP 8.2 Oftel to contact the Response Group to find out what actions
can be taken to make the leaflet more accessible.
A number of Consumer reps pointed out that the leaflet looks like
a public information notice, probably because of the prominence of
the Oftel and ICSTIS logos. This was thought to be misleading. Oftel
recognised that the leaflet had Oftel's logo on the front, and accepted
the view of some of the consumer representatives that this might lead
readers to conclude that it was an Oftel produced leaflet. AC explained
that a balance needed to be struck between the need to promote awareness
of the changes (and by including Oftel's logo it was felt more notice
might be taken of the leaflet) and the risk that consumers might draw
the wrong conclusions about Oftel's role. Oftel couldn't see that
there was necessarily any serious consumer detriment in having its
logo on the leaflet. CW also noted that Oftel had sought legal advice
before providing its logo.
Otherwise, the leaflet and the corresponding web-site (www.newdirectoryenquiries.com)
were thought to be useful and were welcomed. Bob Twitchin undertook
to check with the RNIB to see if the web-site is adequate, and to
forward the conclusion to the Response Group via Oftel.
AP 8.3 Bob Twitchin to consult RNIB regarding the web-site (newdirectoryenquiries).
Oftel also informed the meeting that some copies of the BT telephone
book had been distributed with an advertisement for BT's directory
enquiry number on the front-cover. Some complaints have been received
from other service providers, and Oftel has opened an investigation.
The consumer reps will be informed of developments in due course.
2. Billing & Interconnect Sub-Group
There is an outstanding action (AP 7.3) on consumer reps to send comments
on the Phase II Statement of Requirements to Dirk Amtsberg. So far
only one response had been received, this was discussed later under
the review of previous action points. There were no other developments
to report.
4. ICSTIS
In the absence of Paul Whiteing (apologies received previously), CW
gave an update on the policing work being carried out by ICSTIS. They
are currently undertaking a program of Mystery Shopping and assessing
each service, particularly in relation to:
1. Correct information being provided (database accuracy)
2. Delays leading to un-necessarily long call durations
3. Call connection procedure
One full week's testing was completed without any significant issues
being discovered.
PS asked if ISCTIS is supervising all aspects of provision of DQ services,
or is its role limited to advertising and promotion issues. CW clarified
that quality of service in itself is not one of the primary aspects
of the services that ICSTIS will be examining - in a competitive market,
service providers would need provide service at sufficient quality
levels to win customers. ICSTIS would however be interested if call
durations were being made unnecessarily long.
5. Consumer's Data
Some concern was expressed that confusion could arise among consumers
because the Data Protection Legislation is changing at the same time
as liberalisation of DQ services, even though the two are not necessarily
linked.
It was clarified that basic directory listings are supplied through
the central database called OSIS. Each fixed network operator supplies
data to OSIS, and directory service providers are required to use
this data (or equivalent to update their own operational databases.
The most appropriate means for a consumer to update their basic directory
listing is to notify their network operator of the change. The network
operator would then update the OSIS database, and the amendment would
be supplied to directory service providers within 48 hours.
Classified directory listings on the other hand are usually enhanced
by the service provider with additional information, and this information
would not necessarily be updated through OSIS. AC pointed out that
this is a differentiator for directory service providers and so there
would be considerable commercial pressure to ensure that this data
is kept up to date and accurate.
PS asked if a central web-site could be provided for SMEs to facilitate
updating of classified listings. TH explained that the difficulty
with this type facility is that there was no verification mechanism,
but that business description could be updated through OSIS. PS pointed
out that there is a shortcoming for SMEs who want to update or change
the enhanced part of their listings and asked the industry if a solution
can be developed. PS was concerned that SMEs might have difficulties
getting their advanced entries changed with DQ SPs. IW pointed out
that if SMEs had paid for entries, and these were incorrect, they
could consider their contract with the DQ SPs. If they did not pay
then they were essentially getting a free service above and beyond
that required by either the existing licence conditions or the (proposed)
new conditions of entitlement. It was agreed to take this request
to the Implementation Working Group.
AP 8.4 Oftel to request the IWG to consider provision of a solution
for updating of classified or enhanced directory listings.
6. Review of Consumer Guide
A number of individual amendments to the consumer guide were agreed.
AC agreed to amend the guide and re-circulate prior to the next meeting.
NAP 8.5 AC to amend consumer guide as per consumer group comments
and circulate at next consumer group.
General points arising from the discussion were:
· Page 3 states that access codes "should be available
from all networks", and whilst 118 codes of some sort would be
available on all networks, it was not the case that all codes at present
were available on all networks. The consumer guide should clarify
that there is no obligation at present on the majority of networks
to open up an individual access code. AC undertook to circulate a
copy of a paper Oftel had previously prepared for the Implementation
group setting out Oftel's position regarding the opening up of access
codes on individual networks.
AP 8.6 AC to re-circulate paper giving Oftel's position regarding
opening of access codes on individual networks.
· Some of the advertisements in the 'phone book leaflet do
not include customer service numbers, and this would appear to be
contrary to the ICSTIS requirements. Some industry representatives
clarified that ICSTIS would accept the directory access code as the
complaints number; provided the customer is compensated for this call
in addition to any other compensation due.
· MB stated that consumers were not being informed of the cost
of onward connecting calls until the point of connection, and thought
that it would be better if this information was made available earlier
in the call. Industry representatives clarified that ICSTIS has a
requirement that the number is offered before offering call connection,
and this is the main reason why pricing information is provided at
the time of connection.
· A question was raised regarding the case of a classified
service, for example where a plumber is found for a caller but provides
a poor service; would the directory service provider carry any responsibility
for the standard of the plumber's work? AC outlined his understanding
of the ICSTIS position that directory service providers would only
be deemed to have responsibility where there was a revenue sharing
arrangement between the service provider and the directory service
provider.
· In response to a question, it was clarified that the requirements
to provide pricing information would apply to notices in Public Payphones,
and would also apply to "Managed Payphones".
· Some concerns were raised regarding possibilities for reverse-searches;
however there are several safeguards in place, including the Data
Protection legislation, ICSTIS Guideline, and the conditions under
which OSIS is Licensed.
· In response to a question from Bob Twitchin, it was clarified
that a customer who has Contact-Plus can not call 118XXX directory
services because none are free of charge. It was agreed that this
should be included in the Consumer Guide.
· It was decided that the Consumer guide should provide greater
clarity of the separation of roles of Oftel and ICSTIS. AC agreed
to discuss this with Paul Whiteing. It was also recommended that the
ICSTIS contact details should be included in the Guide.
7. Review of Previous Action Points
AP 6.1, 7.1, 7.2, 7.5 and 7.6 were discharged.
AP 7.3 and 7.4 carried over.
Consumer Reps' present noted that only one response (from AR (SACOT),
not present) had been received in response to DA's request for consumer
feedback on Phase II issues. Consumer Reps' asked for the earlier
discussion to be re-circulated to aid them in responding. ACT members
also thought it would be useful if they discussed with their Chairs
(were not present) whether they should also be included on the DQ
consumer group mailing list.
AP 8.7 AC to re-circulate minutes of the 7th meeting together with
a description of Phase II and any comments already received.
AP 8.8 ACT members were requested to review their contact lists for
DQ issues, and update Oftel with any changes.
8. Review of Issues List
A number of consumer representatives were interested in the arrangements
for DQ services from payphones. CW advised that Oftel was in ongoing
discussions with BT on this matter and hoped to have an update for
the next consumer group meeting.
AP 8.9 Payphones to be included on Agenda for next meeting
9. AOB
AC noted the ongoing consultation by the DTI on the implementation
in the UK of the new Data Protection in Electronic Communications
Services directive. MB said it was important for ACTs to respond on
this and asked if Oftel could send someone to discuss the issue at
the next CCE meeting. AC agreed to discuss off-line with colleagues.
11. Next Meeting
Monday 7th July, 2PM, @ Oftel.
Summary of Action Points
No. Owner Action Complete by Status
7.3 All consumer reps 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. by 25/03/03 One response received
7.4 DA, Telegate DA to raise the concerns, comments from consumer
reps at next B& Meeting. 25/03/03
8.1 AC, Oftel Oftel undertook to re-circulate its table summarising
the opportunities for call barring on different networks Next meeting
8.2 Oftel To contact the Response Group to find out what actions can
be taken to make the leaflet more accessible ASAP
8.3 BT, DIEL To consult RNIB regarding the web-site (newdirectoryenquiries.com)
8.4 CW, Oftel To request the IWG to investigate provision of a solution
for updating of classified or enhanced directory listings Next meeting
8.5 AC , Oftel AC to amend consumer guide as per consumer group comments
and circulate at next consumer group. By next meeting
8.6 AC, Oftel To re-circulate a paper giving Oftel's position regarding
opening of access codes on individual networks. By next meeting
8.7 AC, Oftel To re-circulate minutes of the 7th meeting together
with a description of Phase II and any comments already received By
next meeting
8.8 ACT Members To review their contact lists, and update Oftel with
any changes. 7/07/03
8.9 AC, Oftel Payphones to be included on Agenda for next meeting
7/07/03
|
|
|
|
 |
 |
|
 |
|
|
