Enforcement action against leading banks and debt collection
agencies has cut the number of silent calls to consumers, an
Ofcom report
on communications consumption patterns revealed today.
Silent calls happen when a call centre computer dials a consumer
but drops the call because no-one is available to speak to the
consumer.
Ofcom,
the UK's communications industry regulator, recently issued
enforcement notices to Abbey National, Barclaycard, Complete Credit
Management, Equidebt and Ultimate Credit Services for silent calls.
This was in response to consumer complaints about silent calls
which trebled in the year to September from around 300 per month to
around 1050 per month.
Ofcom action has also helped consumers speed up switching from one
broadband supplier to another, it said. There were fewer
complaints from
consumers unable to switch broadband providers because of
difficulties in obtaining a media access control (MAC) address or
because of a tag on their line.
Ofcom plans to consult early next year to tighten existing rules
on mis-selling by communications suppliers. This follows
a rise in complaints from around 800 per month to around 1050
per month in a year.
Ofcom received most complaints about silent calls and
complaints about fixed line mis-selling, the Ofcom report said.
Complaints about mobile phone cashback deals dropped from almost
600 per month to less than 70 per month in the nine months to June
2008.
Ofcom's study showed nearly one in three consumers uses a
"bundle" or triple-play offer of television, telephone and mobile
or broadband service. This is up from less than one in five a year
ago in
a shift driven by lower prices, it said.
Ofcom awarded its first price accreditation logos to price
comparison websites
Broadband
Choices and
SimplifyDigital.
Ofcom said it will publish its strategy for addressing consumer
access and inclusion issues early next year. This will set out the
current evidence on availability, take-up and effective use of key
services and the main barriers to further improvements, it said. A
key issue is access to broadband, which some believe should be a
universal service obligation similar to a telephone connection.
Ofcom CEO Ed Richards said: "Satisfaction levels (with the
communications industry) remain high but action against the
scourges of slamming (secret change of supplier) and silent calls
remain priorities for Ofcom."
Ofcom also released new guidance on what to do if consumers are
unhappy with services from their communications providers.