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The Radiocommunications Agency Local Offices Code of Practice

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Introductions

  1. The Radiocommunications Agency abides by the principles of the Citizen's Charter, the Deregulation Unit Code for Enforcement Agencies and the Better Regulation Unit Enforcement Concordat.

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  2. This Code of Practice explains the responsibilities of our Local Offices and how they work with businesses.
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Mission

  1. The Radiocommunications Agency manages the radio spectrum so as to promote the creation of wealth, quality, competition and choice.
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Who are we?

  1. The Agency has a national network of Local Offices. The staff are the local point of contact for many of the Agency's business customers.
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What do we do?

  1. The Local Offices:
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provide local services promptly to customers by way of help, advice and guidance about radio;

investigate interference problems;
take enforcement action against illegal radio use;
process standard local business licence applications;
inspect installations at customers' premises;
and offer various paid consultancy services.

Where are we?

  1. A full list of addresses of the Agency's Local Offices, together with telephone and fax numbers, is available from the Agency (RA 206). The offices are open for telephone calls between the hours of 9am and 5pm. Please see the end of this leaflet on how to obtain this list and other Agency publications.
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Quality of service

  1. The Agency publishes annually its quality of service targets. These include timescales for issuing licences and for dealing with complaints of interference. Performance against these targets is published annually in the Agency's report and accounts.
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Interference

  1. In resolving interference complaints, an obvious priority has to be towards safeguarding the emergency and safety of life radio services. After that, complaints from businesses suffering radio interference are treated as priorities.
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Consultancy services

  1. The Agency also provides a commercial consultancy service for business users who are experiencing problems with their own installation.

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  2. The Agency's local staff have a wealth of experience in dealing with difficult interference and reception problems. If you are a commercial user of radio and are having problems with your installation that your equipment supplier or service engineer cannot resolve, you may like to ask your Local Office if they can help. There is a charge for this service which is explained in the Agency's information sheet RA 206: Radiocommunications Agency's Local Offices.

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  3. In addition, the Agency has a specialised Mobile Interference Laboratory which has a National Measurement Accreditation Service (NAMAS) certificate. The team can investigate complex radio problems and offer consultancy on electromagnetic compatibility and screening questions.
    A standard charge is made for the use of this specialised team. If you would like to discuss this service further, please ring the Manager of the Mobile Laboratory on 01462 428543.
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Private mobile radio frequency assignment and licensing

  1. At each of our Local Offices, the Agency's staff utilise both their technical skills and their local knowledge of the area when making frequency assignments for customers. Our objective is to provide a prompt and efficient service that meets radio users' individual mobile radio requirements and makes the best use of scarce radio spectrum.

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  2. We do this by consultation and discussion with customers and representative organisations so that we understand the sort of service users need, the coverage area of transmissions etc.
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Enforcement

  1. The use of radio is governed by the various Wireless Telegraphy, Telecommunications and Broadcasting Acts. Installation or use of radio is prohibited unless either an appropriate licence has been obtained or there are in force regulations exempting it from licensing (many short range radio devices have been exempted from licensing).
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Purpose of the legislation

  1. The purpose of the legislation is to ensure that radio users derive the maximum benefit from radio and do not cause interference to each other.
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Does it apply to you?

  1. This is just a brief summary of the legislation but full details of the regulations governing the use of radio can be found in the Agency's information sheet ‘Radio Users Guide to the Law' (RA 67). If you are in any doubt, our Local Offices will be happy to answer queries about whether particular radio equipment needs to have a licence.
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Visits by our local staff

  1. Our local staff carry out a programme of inspections of radio installations as well as campaigns directed at particular categories of radio users to help and advise and to ensure that installations comply with licence requirements.

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  2. When visiting, all our local staff carry personal identity cards with their names and photographs on and inspections are normally undertaken by prior appointment.
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We try to minimise compliance costs

  1. We understand that you are running a business and our aim is to enforce the radio legislation sensitively so that your compliance costs and our own costs are kept as low as possible. Discrepancies will usually be dealt with by a warning given personally or by a conformity notice with a deadline for putting things right.
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What happens if you don't comply?

  1. Discrepancies may well mean interference to other services and serious or persistent licence breaches have to be tackled in the interests of other radio users. We try to put things right through advice and conformity notices. However, if they are not put right or if the radio is being operated with complete disregard for other users, we must act. We have powers to search premises with a warrant and seize evidence and can prosecute and revoke licences.

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  2. The maximum penalty for most offences is two years' imprisonment and an unlimited fine. You may also have to forfeit your equipment.
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Complaints

  1. We do our best to satisfy our customers. If we sometimes slip from the high standard we set ourselves and a complaint does arise, we aim to deal with it courteously and promptly.

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  2. If you are dissatisfied with any aspect of the work of the Agency's Local Offices, you are invited to take this up with the Director of the Agency's Regional Organisation at the address at the end of this leaflet.

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  3. If you still remain dissatisfied, the Agency has a formal complaints procedure which is explained in the Agency's information sheet: The Radiocommunications Agency Complaints Procedures (RA 238). This provides for complaints to be sent to David Hendon, the Chief Executive of the Agency, at the same address. He will call for a full report on your case to ensure that you have received fair treatment.

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  4. Your complaint will be carefully investigated as quickly as possible. Every effort will be made to send a full and clear reply within 10 working days of your complaint being received. If, exceptionally, it is not possible to investigate your complaint fully within that time, you will be advised of that and kept informed of progress.

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  5. If you are still not content, then the Agency has a Steering Board chaired by a senior official in the Department of Trade and Industry. This Board will examine any unresolved complaints. You should write to the Secretary of the Radiocommunications Agency Steering Board who can be contacted at the address at the end of this leaflet.

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  6. Finally, you can also ask a Member of Parliament to take up your case if you wish and an MP may ask the independent Parliamentary Commissioner for Administration (the Ombudsman) to investigate your case.
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Consultation and communication

  1. The Agency is here to help and we care deeply about the standard of service we offer to businesses. We enjoy close consultation links with customer and industry representative bodies. This Code has been drawn up in full consultation with them. We are also committed to regular customer surveys to find out how satisfied customers are with all aspects of the services we provide, including the handling of complaints.

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  2. The Enforcement Concordat, which the Agency has adopted, is a Government initiative to improve regulatory services to business and which sets out what business being regulated can expect from enforcement officers. Copies of the Concordat can be obtained from the Better Regulations Unit, Cabinet Office, Horse Guards Road, London, SW1P 3AL.
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We will be pleased to help

  1. Further copies of this leaflet, together with our Annual Report and other Radiocommunications Agency information sheets mentioned above, may be obtained free of charge by telephoning our 24 hour document delivery
    service on 020 7211 0211, or by contacting the Agency's Information and Library Service. The Agency's address is:

    Radiocommunications Agency
    Wyndham House
    189 Marsh Wall
    London E14 9SX

For general enquires contact the Agency Enquiry Point:

Tel: 020 7211 0211
Fax: 020 7211 0507
E-mail: library@ra.gsi.gov.uk

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RA 248
AUGUST 2000
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