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| Minutes
of the 9th Consumer Issues Sub-group Meeting |
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Venue:
Oftel, 50, Ludgate Hill, London EC4M 7JJ
7th July 2003
1. Agree Note Taker - Richard Allen (Telewest)
2. Introductions
Attendance
Alex Campbell (chair) Oftel
Caroline Wallace Oftel (part of the meeting)
Dirk Amtsberg Telegate
David Carver CMA
Heather Britton BT Payphones
Alastair Robertson SACOT/CFB
Moira Black CCE
Bob Twitchin DIEL
Richard Allen Telewest
3. Minutes of previous meeting (13 May 2003)
It was noted that David Carver had given his apologies.
Other wise minutes of previous meeting were agreed and accepted.
4. Review of action points
Actions 7.3 and 7.4 to be discharged as no progress in the DQ Billing
and Interconnection group. The DQ B&I group would need to re-submit
a more-developed proposal before the consumer group's views are requested
again. The consumer group will be approached at a later stage for
these actions.
New Action 9.1 - Dirk Amtsberg to ensure that the DQ B&I group
seeks to obtain comments from the DQ consumer group and also to take
the DQ consumer group's comments to the DQ B&I group.
Actions 8.1, 8.2 and 8.3 - discharged
New Action 9.2 - Alex Campbell to e-mail operators to ask if they
are prepared to pay the additional costs for the phonebook insert
and respective website to be revised to make them more user-friendly
for disabled and elderly consumers.
New Action 9.3 - Operators to respond within 2 weeks to Alex Campbell's
e-mail (action 9.2)
Action 8.4, and Action 8.5 - discharged
New Action 9.4 - Consumer group representatives to respond to Alex
Campbell with any comments on the most recent edition of the consumer
guide.
Action 8.6, Action 8.7, Action 8.8 and Action 8.9 - discharged.
New Action 9.5 - Alex Campbell to investigate the possibility for
consumer research into whether consumers are aware that the 195 DQ
number (Blind and disabled DQ service) will not be changing on 24th
August 2003.
New Action 9.6 - Alex Campbell to liase with BT Textdirect regarding
potential problems with text users and DQ network messages.
5. Update on progress in the Industry groups
5.1 DQ Implementation Working Group (Oftel)
Call Volumes - latest stats
The most recent DQ IWG group meeting was held last week, where network
messaging and parallel running were discussed.
Directory Affairs Limited will offer a network message service to
operators. A number of operators will be utilising their services.
25% of the total number of DQ calls made on BT's network were to 118XXX
numbers. Oftel were pleased with this.
84% of consumers were aware of the change from 192 and 153 to 118XXX
DQ numbers that was to be made. Oftel will conduct new research at
the end of July 2003 to see if public awareness has increased.
It was suggested that Oftel should ask consumers if they were aware
that 195 (blind and disabled DQ service) would remain after the end
of the parallel running period. Oftel noted that its press releases
contained references to the 195 number not changing and it was mentioned,
when possible, during media interviews.
ICSTIS update
It was noted that ICSTIS are continuing to conduct 'mystery shopper'
testing of 118XXX DQ services at random and giving feedback where
appropriate to service providers.
5.2 DQ Billing and Interconnection Sub-group (Telegate)
Phase II consumer issues
Feasibility study of Phase II billing options is still being conducted.
There are no findings yet. The B&I Sub-group have not met for
some time due to the focus on the end of parallel running.
6. Network messaging post-August update
Oftel chose network messaging option 'B'.
Some network operators have opted to play a 'Number Unobtainable'
message to their callers of 192 and 153, whilst other operators will
play a network message instead. Most of which will have their network
messages provided by Directory Affairs Limited.
Each network operator will provide a freephone number which when dialled,
will give the caller a list of the 118XXX DQ numbers available from
that network and the respective prices for each of the DQ services.
7. DQ from Payphones (Heather Britton)
(Please see accompanying presentation slides from Heather Britton)
Research indicates that 76% of adults use a mobile phone, which has
resulted in a decline in the usage of payphones.
Historically 192 and 153 were fully subsidised services from BT Payphones,
however in October 2000 charges were introduced for payphone calls
to 192 and 153b DQ services. 192 and 153 DQ services will continue
to be subsidised for payphone users until 24th August 2003. The price
of a 192 DQ call will remain at 20 pence for 110 seconds from a payphone.
The standard retail price for an equivalent 192 DQ call from a BT
landline is 40 pence.
In October 2000, BT recorded approximately 4,000,000 DQ calls for
the month from BT payphones. By comparison, currently only approximately
5000 DQ calls are made each month from BT payphones.
BT's payphone customers are typically people who are out of the office
or away from home, with 17 million adults (15 years of age+) using
a payphone each year. The Blind and disabled DQ service is provided
free of charge to its consumers
On 24th August (end of parallel running), BT payphones will offer
a selection of seventeen 118XXX DQ codes. They will also offer users
5 International DQ services. BT payphones will charge using the Meter
Pulse Facility using elapsed time charging. There will be no fixed
fee charging, and charges will be at he commercial rate.
The retail price will be used to calculate service provider payments.
Payphone prices are likely to be higher than those of DQ calls made
from landlines, to recover costs of cash collection, vandalism, line
rental etc.
BT commissioned a project to allow access to 118XXX DQ numbers that
contained a fixed fee from public payphones. BT payphones will offer
their users an increased choice of DQ services from 24th August 2003.
From 25th August 2003, BT Payphones will offer access to 118XXX numbers
whose price includes a fixed fee on request.
A recorded announcement will be given to BT payphone users that dial
192 or 153 from 24th August 2003 onwards, directing them to a freephone
number that will tell them an alternative number to use.
A list of the 118XXX DQ numbers available and the prices for those
DQ services will not be available in BT payphones because the number
of services and the associated rates are ever changing.
8. Issues List review
No Comments
9. Next Meeting
Wednesday 1st October 2003, @ 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
9.1 DA, Telegate Dirk Amtsberg to ensure that the DQ B&I group
seeks to obtain comments from the DQ consumer group and also to take
the DQ consumer group's comments to the DQ B&I group. When B&I
group reconvened
9.2 AC, Oftel Alex Campbell to e-mail operators to ask if they are
prepared to pay the additional costs for the phonebook insert and
respective website to be revised to make them more user-friendly for
disabled and elderly consumers. ASAP
9.3 DQ SPs on newdirectoryenquiries DQSPs to respond within 2 weeks
to Alex Campbell's e-mail (action 9.2) ASAP as per action
9.4 All Consumer group representatives to respond to Alex Campbell
with any comments on the most recent edition of the consumer guide
ASAP if any comments
9.5 AC, Oftel Alex Campbell to investigate the possibility for consumer
research into whether consumers are aware that the 195 DQ number (Blind
and disabled DQ service) will not be changing on 24th August 2003.
By next meeting
9.6 AC, Oftel Alex Campbell to liase with BT Textdirect regarding
potential problems with text users and DQ network messages By next
meeting
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