Monitoring and Enforcement programme in respect of the international calling card industry

28 May 2012

Complainant: Ofcom own-initiative monitoring and enforcement programme
Complaint against: All providers of international calling cards
Case opened: 12 January 2011
Case closed: 25 May 2012
Issue: To monitor the international calling cards industry and take appropriate enforcement action when necessary
Relevant instrument(s): Including, but not limited to: Part 8 of the Enterprise Act 2002, Unfair Terms in Consumer Contracts Regulations 1999, Consumer Protection from Unfair Trading Regulations 2008

Update Note: 28 May 2012

On the basis of administrative priority, Ofcom has decided to close this industry-wide monitoring and enforcement programme. However, we will continue to monitor and open individual investigations as appropriate.

End of Update Note

Update Note: 13 January 2012

We have decided to extend the programme for a further six months to continue our ongoing monitoring and enforcement work in relation to the international calling card industry, and take any action, including opening individual investigations, as appropriate.

This programme was opened following the publication of research commissioned by Ofcom into the international calling card market (see related item). To date as a result of this programme we have investigated and secured a written undertaking from Nowtel Management Ltd. Prior to opening the programme we also investigated and secured a written undertaking from Lycatel Distribution UK Ltd.

End of Update Note

Update Note: 11 July 2011

We are extending this programme for a further six months to continue our ongoing monitoring and enforcement work in relation to the international calling card industry. All future updates will be communicated through this Bulletin.

End of Update Note

Following the publication of research commissioned by Ofcom into the international calling card market (see related item), Ofcom has launched this monitoring and enforcement programme to examine the compliance of international calling card providers with relevant consumer protection law.

The research, which was carried out between May and July 2010, examined the overall consumer experience of purchasing and using international calling cards. It showed that the overall consumer experience of international calling cards was frequently one of confusion.

Under the monitoring and enforcement programme, Ofcom will examine the terms and conditions and advertising practices of international calling card providers and may take further action if required.

Case Leader: Carmen To ( email: carmen.to@ofcom.org.uk)
Case Reference: CW/01065/01/11