Office of Telecommunications Welsh Language Scheme prepared under the Welsh Language Act 1993  

Oftel’s Welsh Language Act Scheme has been prepared in accordance with section 21(3) of the Welsh Language Act 1993. The Scheme received the full endorsement of the Welsh Language Board on 3 October 2002.

Contents

Summary

Chapter 1 Statement of intent and overview of Oftel

Chapter 2 Service planning and delivery

Chapter 3 Dealing with the Welsh speaking public

Chapter 4 The organisation’s public face

Chapter 5 Implementing and monitoring the Scheme

Annex A Implementation timetable

 Summary

Purpose of this document

S.1 Oftel’s Welsh Language Scheme ("the Scheme") has been prepared in accordance with Section 21(3) of the Welsh Language Act 1993 ("the Act"). The Act requires public bodies providing services to the public in Wales to treat the English and Welsh languages equally and to draw up a Welsh language scheme. It also requires schemes to set out Welsh language measures insofar as it is appropriate in the circumstances and reasonably practicable to do so. The Scheme lays out the measures that Oftel intends to take to give effect to the requirements of the Act until the establishment of its successor body OFCOM in 2003.

Structure of this document

S.2 Chapter 1 gives Oftel’s statement of intent with regard to its conduct of public business in Wales together with an overview of Oftel. Chapter 2 outlines Oftel’s commitments in relation to new policies and initiatives, service delivery and standards of service. Chapter 3 details how Oftel and Welsh Advisory Committee on Telecommunications (WACT) staff will deal with the Welsh-speaking public. Chapter 4 considers the ‘public face’ of Oftel and WACT, including details of policy on publications, public meetings, press releases in Welsh and corporate identity. Chapter 5 explains arrangements for implementation and monitoring, including mechanisms to ensure Oftel’s policy development process takes account of Welsh language issues. Oftel’s implementation timetable is provided at Annex A.

The impact of the Scheme

S.3 The Scheme commits Oftel to make changes across the public facing areas of its work in Wales. It will have a number of practical effects that should benefit members of the public in Wales who speak Welsh, including:

• a commitment to recruit a Welsh speaker to Oftel’s Consumer Representation Section (CRS);

• following the recruitment of a Welsh speaker, to establish a dedicated local rate telephone line to CRS for callers wishing to speak in Welsh;

• information leaflets published by Oftel and intended for the general public in Wales will be made available in English and Welsh;

• more material will be available in Welsh on the Oftel and WACT websites;

• a commitment to provide translation facilities in public meetings in Wales hosted by Oftel or WACT, where the need has been established in advance;

• Oftel will actively encourage public telecommunications operators providing services in Wales to fully consider the needs of customers who are Welsh language speakers. Operators offering a Welsh language service will be detailed on the Oftel and WACT websites; and

• Oftel will conduct periodic consumer research into the needs of and satisfaction levels of Welsh speakers in relation to the provision and availability of Welsh language services.

Chapter 1

Introduction

Statement of Intent

1.1 Oftel has adopted the principle that in the conduct of its public business in Wales it will treat the English and Welsh languages on the basis of equality. The Scheme sets out how Oftel will give effect to that principle when providing services to the public in Wales until the establishment of its successor body OFCOM in 2003.

An overview of Oftel

1.2 The Director General of Telecommunications ("the Director") is responsible, under the Telecommunications Act 1984, for regulating telecommunications in the UK. He is supported by Oftel - a non-ministerial government department.

1.3 Oftel’s goal is achieving the best deal for the consumer in terms of quality, choice and value for money. This goal is pursued by promoting competition for the benefit of consumers and taking regulatory action to protect consumers where competition cannot do so.

1.4 The Telecommunications Act 1984 also established committees to advise the Director. WACT advises on the needs and concerns of telecommunications users in Wales. Its members live in Wales and are appointed by the Secretary of State for Trade and Industry. It has a small local Secretariat and office in Aberystwyth which has a bilingual answer phone service. WACT meets quarterly, moving between different venues across Wales. Meetings are open to members of the public. WACT commissions market research, liaises with Welsh consumer organisations and telecommunications operators, and submits responses to Oftel and other government consultations on matters affecting telecommunications consumers in Wales.

1.5 Oftel has a statutory duty to receive and consider complaints from consumers of telecommunications services. It gives advice, assists consumers on a ‘good offices’ basis in resolving disputes with their telecommunications operator, and takes appropriate action where a complaint reveals breaches of an operator’s licence conditions or regulatory policy.

1.6 Oftel employs some 220 staff based in London. Oftel has no regional offices. A local rate phone number is publicised to telecommunications consumers which routes callers automatically through to Oftel’s CRS. 

1.7 The WACT office in Aberystwyth is an important local point of contact for the public in Wales whether wishing to speak English or Welsh. The Scheme refers to the services that are provided in Welsh from both the WACT office and Oftel’s London office following the Scheme’s approval.

1.8 A leaflet What is Oftel? provides further information, and is available in both English and Welsh. A number of other leaflets were recently published bilingually explaining how to complain about telecommunications services, what types of service are available and what rights telecommunications consumers have. The WACT Annual Report and Plans leaflet is also published bilingually

1.9 Enquiries about the Scheme should be addressed to:

Neil Paterson
Project Manager
Welsh Language Scheme
Oftel
50 Ludgate Hill
London EC4M 7JJ

Tel: 020 7634 8732
Fax: 020 7634 8847
E-mail: neil.paterson@oftel.gov.uk

Chapter 2

Service planning and delivery

New policies and initiatives

2.1 In implementing the Scheme, Oftel makes the following commitments:

• We will ensure that measures in the Scheme are applied wherever relevant to new policies and initiatives when they are implemented;

• when formulating new policies and initiatives, their linguistic consequences will be assessed to ensure they do not undermine the objectives of the Scheme;

• new policies and initiatives will wherever relevant promote and facilitate the use of Welsh as an expression of Oftel’s commitment to the principle of equality, and to ensure Oftel considers every opportunity to implement this principle; and

• Oftel will consult the Welsh Language Board (WLB) in advance regarding proposals which will affect the Scheme or the schemes of other organisations. The Scheme will not be altered without the prior agreement of the WLB.

Delivery of service

2.2 Oftel’s aim is to provide a consistent and reliable service for Welsh speakers. Welsh language services will therefore be integrated into the conduct of business by Oftel and WACT in Wales, including business conducted in conjunction with other public bodies in Wales.

2.3 An Office Notice will be issued within Oftel to ensure that all Oftel and WACT staff are aware of the Scheme together with Oftel’s responsibilities under the Act. Contractors providing services for or on behalf of Oftel will also be made aware of the content of the Scheme.

Standard of service in Oftel’s conduct of public business in Wales

2.4 We aim to deliver a service of equal quality in English and Welsh and this principle will be stated in relevant publications including both the Oftel and WACT Annual Reports. The principles of ‘Service First’ (the Citizens Charter) will be applied to the provision of services in Welsh as in English. The Scheme sets standards in the following chapters for the use of Welsh in the handling of consumer complaints, publicising and consulting on Oftel and WACT activities or policies, and in relation to Oftel publications. The introduction and implementation of these standards will be monitored and reported on as part of the arrangements for monitoring the implementation of the Scheme.

Chapter 3

Dealing with the Welsh speaking public

Correspondence

3.1 Oftel and WACT welcome correspondence in English or Welsh. Where consumers write to WACT in Welsh, WACT will send a signed reply in Welsh. When WACT writes to an individual or to an organisation which it knows works mainly in Welsh or prefers to receive letters in Welsh, it will write in Welsh. A record for this purpose will be established and maintained by WACT staff. Where the preferred language is not known, WACT will initially write bilingually.

3.2 Correspondence in Welsh will be of the same quality as correspondence in English. Correspondence in English or Welsh will receive either a substantive or holding reply within 10 working days.

3.3 If WACT passes correspondence to a body outside Oftel for attention it will advise whether the consumer prefers to use English or Welsh if known. Where a member of the public has dealt with WACT in Welsh - either on the phone or face to face - and follow up correspondence is necessary, this will also be in Welsh.

3.4 Correspondence received at Oftel in Welsh will be referred directly to a translator, and arrangements put in place to ensure the response target can be met. WACT staff will be consulted in drafting a reply as appropriate.

3.5 This section applies equally to electronic and postal correspondence.

Telephone calls

3.6 Oftel and WACT welcome telephone calls in English or Welsh. All members of staff in the WACT secretariat will answer with a bilingual greeting and the WACT answer phone message will be bilingual.

3.7 Oftel has recruited a Welsh speaker to its Consumer Representation Section. Oftel has also put in place a dedicated telephone line which will enable callers wishing to speak in Welsh to contact Oftel’s Welsh-speaking member of staff directly. Oftel’s Welsh language service will be promoted to ensure the fullest awareness amongst Welsh speakers. In the event that the Welsh-speaking member of staff is engaged on another call the caller will hear a bilingual answer phone message inviting the caller to leave their contact details to allow Oftel to return the call. The query will be dealt with in Welsh for customers who wish to speak Welsh although the service will be fully bilingual. The option of submitting the query in writing will also be given.

3.8 Telephone callers to Oftel in London wishing to speak Welsh will be transferred to Oftel’s Welsh speaking member of staff (or the bilingual answer phone where the staff member is unavailable) or offered the opportunity to continue the call in English.

Public meetings

3.9 WACT holds its quarterly meetings in public in Wales. Members of the public do not have a right to speak but can do so at the Chairman’s discretion. Arrangements for these meetings will be publicised in English and Welsh. The publicity will invite those wishing to attend to state which language they wish to use. Where a preference for Welsh is indicated, arrangements will be made to ensure translation is available at the meeting. In the event this is not possible a number of committee members are Welsh speakers and can deal with questions, or a written question can be left in Welsh, to which a written reply in Welsh will be offered.

3.10 Members of WACT will be asked on an annual basis to express their language preference. Translation arrangements will be made accordingly at WACT meetings during the year.

3.11 For any other public meetings held in Wales by either Oftel or WACT, advance notice will be requested from members of the public wishing to express a language preference so that interpretation arrangements can be made where required.

3.12 When Oftel or WACT send Welsh speaking representatives to public meetings, exhibitions or conferences, they will show that they can speak Welsh by wearing a ‘Working Welsh’ badge.

3.13 WACT takes part in meetings in Wales which may be hosted by, or jointly with, other organisations and held in either English or Welsh. WACT will encourage other organisations to notify WACT in advance of the language they wish to use and to make arrangements for interpretation where necessary.

Personal visitors

3.14 Personal callers to the WACT office are welcome to use English or Welsh. If no Welsh-speaking member of staff is available however, they will be offered the choice of making an appointment for another date or writing to us so that we provide a written reply in Welsh. Alternatively they will be given the option of continuing in English.

3.15 Personal callers to Oftel offices outside Wales will be dealt with in English.

Chapter 4

The organisation’s public face in Wales

Corporate identity

4.1 WACT has adopted a bilingual corporate identity. This includes the name, address, and all other standard information used on letterheads, publications, and signs, as well as items such as compliment slips, fax headers, business cards and identification badges. However the acronym ‘WACT’ is not itself translated on the WACT letterhead.

4.2 Where Oftel or WACT documents are published bilingually or in Welsh, the corporate logos – ie the acronyms – will not be translated, but the full text ‘Office of Telecommunications’ or ‘Welsh Advisory Committee on Telecommunications’ will appear in Welsh underneath.

Signs

4.3 Information signs at WACT’s office will be bilingual with equal prominence given to English and Welsh in terms of format, size, quality, and legibility. Staff at WACT – with the assistance of a Welsh speaking committee member if necessary – will specify what is required and check for accuracy.

Publications

4.4 Oftel produces a range of publications, some but not all of interest to the general public. The table below categorises publications according to the likely level of interest or relevance to the general public:

4.5 When publications are issued in both English and Welsh for circulation in England and Wales, they will normally be published as separate English and bilingual English/Welsh editions. The latter will be for circulation mainly or wholly in Wales. Each version will include reference to the availability of the document in the other language.

4.6 The price of a bilingual publication will not be more than the price for a single language version of that publication. Separate English and Welsh versions of a publication will have the same price.

4.7 Bilingual or separate Welsh publications will be issued on the same day as the English version. In relation to distribution in Wales, where there are separate versions, the English and Welsh versions will always be displayed and distributed together.

Oftel website

4.8 Oftel has an extensive website, on which all its publications are available. Documents published by Oftel on paper in both languages will also appear on the Oftel website in English and Welsh. This will include the leaflet What is Oftel and other consumer information leaflets from time to time. Oftel’s website will contain a hyperlink to the Advisory Committees on Telecommunications (ACTs) website, and a separate bilingual hyperlink directly to the Welsh version of the WACT web pages.

Advisory Committee on Telecommunications website

4.9 WACT has its own web pages as part of a website for all of the ACTs. The ACTs homepage will include a bilingual hyperlink taking the viewer to WACT’s own web pages. The homepage for WACT (including the WACT Annual Report text) and information on meetings and how to contact WACT will be bilingual. WACT publications that are issued bilingually on paper will also appear bilingually on the website. WACT’s responses to Oftel consultations, where the Oftel document was issued in both English and Welsh, will also be available on its website in both languages. Any other items on WACT’s web pages will be in English only.

Press notices and conferences

4.10 Oftel issues a large number of press notices, often at short notice, to the media each year. WACT occasionally issues its own press releases. Oftel press releases will normally be issued in English, but will be bilingual where of specific interest to the public in Wales. WACT press releases will always be issued in both English and Welsh.

4.11 The WACT Secretariat will maintain a record of appropriate media contacts in Wales, including Welsh language newspapers and periodicals.

4.12 Press conferences organised by Oftel or WACT and held in Wales will be conducted in English but interpretation will be provided for journalists who prefer to speak Welsh. Those proposing to attend will be invited to notify in advance of their preferred language.

Advertising and publicity campaigns

4.13 Oftel and WACT are committed to conducting the activities below in Wales bilingually on the basis of equality between the two languages.

4.14 Oftel and WACT static exhibitions or displays in Wales will be bilingual, with equal prominence given to both languages.

4.15 Publicity and other literature about WACT will be issued bilingually. A basic guide to Oftel (the leaflet ‘What is Oftel’) will be published bilingually. Other Oftel publications are dealt with under 4.4 to 4.8 above.

4.16 Audio-visual materials, advertising campaigns (including direct mail), and response mechanisms for one off campaigns, when undertaken and paid for by Oftel or WACT and which are of specific interest to the public in Wales, will be conducted bilingually.

4.17 Oftel and WACT sometimes conduct public surveys. Commercial companies are normally contracted to do this work for us. The Scheme will apply as follows:

• Oftel's quarterly and other UK-wide market research exercises will be conducted in English only;

• market or other research conducted only in Wales by WACT will be carried out bilingually; and

• surveys of customer satisfaction with Oftel or WACT services delivered in Wales will be bilingual. Questionnaires or interviews will be conducted in the language used for the initial complaint or enquiry.

4.18 Where any of the activities in this section are carried out under contract, or where Oftel or WACT employs contractors or consultants in Wales, checks will be made to ensure that the organisation has appropriate capacity to offer the service in both English and Welsh. The contract will specify compliance with the Scheme, and the contractors or consultants will be required to report regularly to Oftel or WACT as to their performance in relation to Scheme objectives and standards.

Public notices

4.19 If newspaper advertisements are used for public (statutory) notices, which are very rarely of interest to the general public and usually concern very minor or technical amendments to telecommunications operators’ licence conditions, they will usually be published in English only. However, notices such as those for public meetings will be published bilingually.

 Chapter 5

Implementing and monitoring the Scheme

Responsibilities

5.1 All Oftel staff will be briefed about the Scheme prior to implementation through a series of internal seminars and the issuing of an Office Notice. Arrangements for monitoring the work of WACT staff will include regular reporting on the operation of the Scheme.

5.2 The Scheme project manager will have overall responsibility for the implementation and monitoring of the Scheme.

5.3 The Head of CRS will be responsible for monitoring the performance of the Welsh-speaking member of the CRS staff.

Staffing and recruitment

5.4 Staff working in the WACT office were until April 2001 the responsibility of the Department of Trade and Industry (DTI). Recruitment advertising has therefore to date been carried out in accordance with the terms of the DTI’s own Welsh Language Scheme. Oftel has now taken over administrative responsibility for the WACT office.

5.5 Oftel does not currently consider it appropriate for the ability to speak Welsh to be an essential requirement for its London based staff other than the CRS member of staff recruited to staff the Oftel Welsh language line.

5.6 Support and opportunities for training will be available to staff in the WACT office wishing to learn or improve their Welsh. Oftel will consider financial support for distance learning, local evening courses, or other learning approaches, alongside other (Oftel) staff requests for assistance with vocational training. Oftel will also provide telecommunications training to WACT staff.

5.7 For day to day learning, WACT has installed a Welsh language spell check facility for use with word processing equipment.

5.8 A member of WACT staff may prefer to receive vocational training through the medium of Welsh. Oftel will ensure an appropriate allocation each year to cover reasonable associated costs. 

Administrative arrangements

5.9 Oftel’s Operations Board has approved the Scheme and arrangements for its implementation and monitoring. The proposed timetable for implementation is set out in Annex A.

5.10 The development of IT systems in both the Oftel and WACT offices will take account of the commitments in the Scheme. The Scheme project manager will be responsible for ensuring that Oftel’s IT department is made aware of WACT’s IT needs when systems or equipment are being renewed.

5.11 Oftel will aim to ensure that any interpreters and translators which it may use from time to time are suitably qualified and provide a high quality service. Delivery times will be specified and monitored.

5.12 Guidance issued to Oftel project managers will include reference to the Scheme and will specify monitoring requirements (except where a project has been deemed not to have any implications for the Scheme). Project managers will be responsible for implementation of any Scheme requirements relating to their particular projects, and for monitoring and reporting to the Head of the Advisory Committee Secretariat.

Services delivered by others

5.13 Paragraphs 4.17 and 4.18 above deal with situations where Oftel or WACT contract out services to third parties to act on Oftel or WACT’s behalf.

5.14 In addition, Oftel will write encouraging those Public Telecommunications Operators (PTOs) that deliver services in Wales to respond to the needs of their Welsh-speaking customers. The Director will alert Chief Executive Officers of those networks to the benefits of seeking advice from the WLB on the delivery of services including bilingual billing, handling of Welsh language telephone enquiries and correspondence, and bilingual provision, whether collaboratively with other PTOs or individually, of public information affecting telecommunications consumers in Wales.

Monitoring

Service delivery: monitoring implementation and its effectiveness

5.15 Regular monitoring reports on how well we are meeting the commitments in the Scheme will be considered by the Scheme project manager and copied to WACT and to Oftel project managers. Oftel’s Annual Report will include a review of the effectiveness of implementation. Report headings will include: 

Planning: how the Scheme has been applied to new policies and procedures

5.16 Procedures for preparation of project specifications and plans will require project managers to state whether there are Welsh language aspects. A checklist will be provided to assist in identifying language issues. Where there are such issues, Oftel policy statements will include specific reference to them.

Dealing with the Welsh speaking public

5.17 Response times for correspondence in Welsh will be recorded as will the number of occasions where arrangements for meetings held in Wales have included Welsh language translation, and the number of requests from attendees for Welsh translation services.

5.18 Oftel will carry out periodical surveys to test the views of Welsh speaking service users about the range and quality of Oftel’s Welsh language services.

Corporate identity and publications

5.19 Progress in implementing a bilingual corporate identity at the WACT office will be monitored, as will the number of bilingual notices, Oftel and WACT publications, and visits to the WACT web pages.

Staffing

5.20 Progress in recruiting or training Welsh speaking staff in Oftel’s CRS and the WACT office.

Contracted services and services delivered by others

5.21 Scheme compliance and reporting by Oftel contractors in Wales will be a requirement in Oftel contracts and will be monitored by requiring project managers to report on compliance when delivering management reports on completed contracts. Action taken during the year by Oftel to encourage telecommunications operators or other organisations to respond to the needs of Welsh speaking customers will be reported.

Timetable

5.22 Achievement against the implementation timetable (at Annex A) will be reported for each ‘work package’.

Grievances

5.23 Complaints regarding Oftel’s Welsh language services will be recorded and considered by the Scheme project manager at Oftel. Action taken will be recorded and reported in summary form in Oftel’s Annual Report.

Consumer research

5.24 Oftel will conduct periodic consumer research in order to assess the needs of Welsh language speakers and their level of satisfaction with the current Welsh language service.

Future action

5.25 The Scheme project manager will consider and record on a regular basis any action to be taken where Oftel has not met the Scheme targets.

Publicising the Scheme

5.26 Each year the Scheme project manager will prepare a report on Oftel’s performance. The findings will be published in the Oftel Annual Report, and summarised in WACT’s own Annual Report leaflet. An annual report will also be submitted to the WLB.

5.27 The Oftel and WACT Annual Reports will refer to the Scheme and will invite comment on Oftel and WACT Welsh language services. See below for details of how to contact Oftel.

5.28 The annual reports, referred to above, will include information on Oftel’s progress in implementing and operating the Scheme against the targets specified below. Where Oftel has not met its published targets under the Scheme, the report will explain the steps Oftel is taking to meet those targets in future.

5.29 Oftel will look proactively at what additional measures it can take to raise awareness of its Welsh language service.

Targets

5.30 The targets for commencing implementation of the various elements of the Scheme are noted in Annex A.

5.31 Operational targets for customer service are noted within the text of each section above.

Complaints and comments about the scheme

5.32 Comments on the Scheme are welcomed. All comments received will be recorded and responded to. Please see below for details of how to contact Oftel.

5.33 If Oftel falls short of the commitments made in the Scheme we hope that members of the public will tell us.

5.34 Oftel will make changes to its complaints recording scheme (also by WACT) to ensure complaints about Oftel’s and WACT’s Welsh language services are recorded.

5.35 If you have a complaint or comment about Oftel’s services in Welsh, please write to:

Neil Paterson
Project Manager
Welsh Language Scheme
Oftel
50 Ludgate Hill
London EC4M 7JJ

Tel: 020 7634 8732
Fax: 020 7634 8847
E-mail: neil.paterson@oftel.gov.uk

5.36 If you believe Oftel’s response to your complaint is not satisfactory you may take the matter up with the WLB. The WLB can be contacted at:

Market Chambers
5-7 St Mary Street
Cardiff CF10 1AT

Tel: 029 2087 8000
Fax: 029 2087 8001

Annex A

Oftel’s Welsh Language Scheme: Implementation timetable