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We today publish an updated briefing on cases of companies that appear to remain in breach of the Consumer Contract Regulations two months after they came into force on 13 June 2014. The briefing identifies prominent examples of how alleged compliance may be mistaken.
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The fair telecoms campaign has long been pressing for prohibition of the use of expensive numbers in a number of areas, where such regulation is possible. Some success has been achieved:
THE BIG FAILURE - Use by NHS GPs and NHS bodies GP contract changes were introduced and guidance was issued to NHS bodies in 2010. This should have led to the end of use of expensive numbers to access NHS services in England and Wales no later than 1 April 2011. Compliance has however been very poor and enforcement action non-existent.
Those who are not following dh_fairtelecoms on Twitter may be interested to view a conversation with Scottish and Southern Energy over its use of expensive telephone numbers for customer enquiries and its recent decision to comply with the law regarding nuisance calls.
The primary thread of exchanges may be viewed at this link. The "branch" discussion covering the misrepresentation of the cost of calling 080 numbers may be viewed at this link. Under the current draft BIS regulations (#39), companies will not be able to use 080 numbers for customer enquiries and complaints for the time being. They will not become "a non-geographic number to which, under the OFCOM requirements, calls must be free of charge" until the currently proposed Ofcom requirement for them to be free of charge comes into effect. This will not happen until at least 9 months after the Consumer Rights regulations. “Customers they [SSE companies] already have a relationship with or potential customers who have previously agreed to a call” is a fair definition of those who are not covered by the provisions of PECR #21. Consent to unsolicited voice calls in person is assumed unless the number is registered with the Telephone Preference Service. Following our announcement of the debate and the issuing of a briefing in this blog posting, the debate took place and the proceedings are recorded here.
At 11 am on Wednesday 26 June, RIchard Burden MP will introduce a debate entitled “Cost of non-geographic telephone numbers used by Government” in the Westminster Hall chamber.
This is simply a reference to the Bill which will be required to implement the provisions of the EU Consumer Rights Directive, which we first covered here.
This briefing is issued to MPs and others, to provide an update on the position with public bodies using 084 telephone numbers.
This coverage of the issue of use of expensive telephone numbers for customer complaints and enquiries addressed the points effectively in a well produced piece. It was however flawed by some significant omissions and errors, which are covered in the briefing.
Supporters may wish to urge the BBC to take advantage of fair telecoms campaign briefings .
See our media release and briefing materials (above).
“In an adjournment debate in the House of Commons yesterday, John Healey MP made a strong case for the DWP to switch from 0845 to using 03 numbers. Responding for the government, DWP Minister of State Mark Hoban MP was unable to offer any meaningful objection.” |
Please feel free to comment. We approve all comments before publishing.
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