15 May 2012
ISPs must give consumers info on likely broadband speeds
ISPs must give consumers information on likely broadband speeds early in the sales process, Panel says in response to Ofcom’s mystery shopping findings into what ISPs tell people about broadband speeds.
The Communications Consumer Panel is an independent group of experts established under the Communications Act 2003. Its role is to provide advice to Ofcom to ensure that the interests of consumers, including small businesses, are central to regulatory decisions. The Panel also provides advice to Government and champions consumers' communications interests with industry.
The Panel publishes a monthly newsletter providing a round-up of its activities and current issues affecting consumers in the communications market. If you would like an email alert when the newsletter is published, please email contact@communicationsconsumerpanel.org.uk and we will add you to our list. Click here to read our latest newsletter.
Close monitoring needed to stop silent call companies
The Panel has backed Ofcom’s decision to exercise its new powers and fine a company £750,000 for making persistent silent calls, and called for continued close monitoring to stop others. Panel Chair Bob Warner said this had been the first time that Ofcom had used the new enforcement powers: “The Panel has long lobbied for tougher action to protect consumers, and we are now urging Ofcom to monitor closely the numbers of silent call complaints – and take further action where persistent silent calls remain a problem.”
http://www.communicationsconsumerpanel.org.uk/Homeserve%20silent%20calls%20release%20final.pdf
Panel calls for co-ordinated response to bill shock problem
The Consumer Panel has called for a co-ordinated response to the growing consumer problem of bill shock in its reaction to the Ofcom review of unexpectedly high phone bills. Panel chair Bob Warner said that he wanted to see “industry develop better information and mechanisms to give consumers control over their spending and alert them when they are likely to incur additional costs”. He added that providers should use typical customer usage profiles to intervene earlier if a phone is lost or stolen, and expressed concern about the costs consumers face calling some non-geographic numbers such as freephone services from mobiles: “This particularly affects people on lower incomes who are more likely to have mobiles rather than a landline, and use their mobile to call essential services,” he said.
http://www.communicationsconsumerpanel.org.uk/Bill%20shock%20final.pdf
The Panel has published its proposed work plan for 2012/13 (pdf).
The Panel is now seeking views on the issues that it has provisionally identified. Please send your comments to contact@communicationsconsumerpanel.org.uk by 16 March 2012. Once the Panel has considered the views received, we will publish a final version of the workplan in early spring. Read the draft work plan here (pdf)Panel calls on Ofcom and industry to harmonise switching as quickly as possible
The Consumer Panel has called on industry and Ofcom to work together to develop unified switching processes for all communications services such as mobile, pay TV and cable services as quickly as possible. Panel Chair Bob Warner says that he is concerned that current switching processes will not keep pace with the trend of bundling services, and says the Panel will be monitoring the situation.
http://www.communicationsconsumerpanel.org.uk/Switching%20FINAL.pdf
The Panel is supporting Safer Internet Day 2012, which is being celebrated today worldwide and is an opportunity to encourage users young and old to "discover the digital world together safely". An inspirational array of activity is taking place nationwide, co-ordinated by the UK Safer Internet Centre (www.saferinternet.org.uk). Activities focus attention on empowering all generations to benefit safely from the opportunities that the internet offers. For further information on national activities taking place for Safer Internet Day, please visit www.saferinternet.org.uk
In its response to Ofcom’s latest research into the UK’s broadband speeds, the Communications Consumer Panel Chair Bob Warner said that consumers can only make an informed choice if they can compare different broadband packages and providers: “We will be watching carefully to see if the new guidelines are effective.”
http://www.communicationsconsumerpanel.org.uk/Ofcom%20BB%20speeds%20research%20final.pdf
In the Consumer Panel’s response to BEREC’s Broadband Promotion report it highlighted that access is now essential for all so that people can go online in reliable and consistent way. The Panel is also clear that safeguards are needed if the Universal Broadband Commitment is to be implemented in a way that meets the needs of consumers. Read the full submission here: http://www.communicationsconsumerpanel.org.uk/smartweb/digital-participation/response-to-berec-s-report-on-broadband-promotion
In its recent submission to the Infrastructure and Capital Investment Committee’s review of the broadband infrastructure in Scotland, the Panel highlighted that 30% of adults in Scotland say that they do not use the internet at all. The Panel also drew attention to its Consumer Framework for Digital Participation that brings together all the different elements that are needed to provide the help and support that is right for people to get online and get the most benefit from the internet. Read the Panel's response to the Scottish Government’s review of broadband infrastructure.
Mobile coverage still unsatisfactory
Communications Consumer Panel Chair Bob Warner said that Ofcom’s first Infrastructure report quoted figures for outdoor mobile coverage, but consumers were more interested in the coverage that they get at home or at work. He said the Panel would like to see Ofcom and the industry develop a better measure that reflects how and where consumers and small businesses really use their mobile phones: “Ofcom’s commitment to work with the Government to allocate the £150m should improve the lives of millions of people and help the growth of thousands of small businesses.”
http://www.communicationsconsumerpanel.org.uk/Infrastructure%20reports%20comment%20FINAL.pdf
Communications Consumer Panel Chair Bob Warner today welcomed Chancellor George Osborne’s injection of £150m to improve mobile coverage. He said that the Panel had been campaigning for intervention to improve coverage for rural communities and small businesses: “This will significantly improve the lives of millions of people and help the growth of thousands of small businesses.”
http://www.communicationsconsumerpanel.org.uk/Osborne%20mob%20cash%20FINAL.pdf
Responding to the Department for Business, Innovation and Skills (BIS) consultation into the future consumer landscape, the Communications Consumer Panel has concluded that the case for change in the communications sector has not been made. Consumer Panel Chair Bob Warner writes: “In the short to medium-term the interests of consumers would be better served by the continuation of the current arrangement, which are working well at low cost.”
The Panel welcomes the consultation proposals to enhance consumer representation in communications, but questions why consumer advocacy functions of a limited number of sectors would be brought together: “In contrast to the ‘traditional’ utilities such as gas, electricity and water, electronic communications have more in common with financial services – ferocious competition and a high rate of innovation,” Bob Warner explains.
The Panel believes that effective consumer advocacy must be founded on a set of general principles, but says there is no evidence for how they would be delivered in the proposed model for consumer advocacy.
http://www.communicationsconsumerpanel.org.uk/BIS%20response.pdf
Communications Consumer Panel Chair Bob Warner said that the ban on automatically renewable contracts (ARCs) was “really good news for consumers”. He added that it would prevent residential and small business customers getting stuck with fixed landline and broadband contracts “without their active consent”.
http://www.communicationsconsumerpanel.org.uk/ARCs%20comment%20final.pdf
Commenting on the BBC’s mobile coverage survey results, Consumer Panel member Colin Browne said that the BBC’s mobile survey results reinforce the Panel’s views about the extent of coverage problems experienced in the UK. He added that the forthcoming spectrum auction offered a once-in-a-generation opportunity to resolve the persistent problem. http://www.communicationsconsumerpanel.org.uk/BBC%20survey%20final.pdf
Poor or non-existent coverage is creating significant problems for consumers and small businesses, and the Consumer Panel is asking Ofcom to consider setting coverage obligations for each of the UK nations and some English regions, or for money to be retained from the spectrum auction and a reverse auction run to upgrade rural coverage. Operators that successfully bid for this should be required to provide roaming for these areas.
Panel Chair, Bob Warner said: “This is a critical moment, and we have a unique opportunity to resolve the persistent problem of inadequate mobile coverage.”
To read the Communications Consumer Panel’s response to the spectrum auction go to
http://www.communicationsconsumerpanel.org.uk/Spectrum%20auction%20CCP%20response%202011.pdf
Responding to the introduction of new rules to help customers resolve complaints, Communications Consumer Panel Chair Bob Warner said:
“New rules to compel telecoms providers to inform customers about their rights to complain are a significant step forward. But, consumers would benefit even more if they could see how many complaints are taken to Alternative Dispute Resolution (ADR) schemes, and how well companies are doing at resolving those complaints. Once the schemes are established, I would encourage Ofcom to look at ways in which the ADR schemes could publish the data so that consumers can make a real informed choice about which provider is best for them.”
“It is hugely encouraging to see that the latest report from Ofcom looking into the state of media literacy across the UK nations confirms that consumers are increasingly savvy and switched on users of new technology.
“As people become more and more at ease with using new technology, from laptops to the very latest smartphones, they are really benefiting from access to the exciting opportunities and services available online.
“Nearly two-thirds of the population are now using the internet on a regular basis, but this highlights the need to ensure that no-one is left out of getting the benefits of being online through lack of access. Too many people, especially in rural communities, still don’t have adequate broadband or mobile access.”