response-to-berec-s-report-on-broadband-promotion

Significant barriers to wider internet use in Scotland

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

Chancellor’s new cash for mobile coverage will improve the lives of millions

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

Consumers and citizens must continue to have a strong advocate

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

Panel says that ban on automatically renewable contracts is good news for consumers

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

BBC mobile survey reinforces Panel call for intervention

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

Panel calls on Ofcom to use spectrum auction as once-in-a-generation opportunity to increase mobile coverage

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

Consumers should be able to see outcomes from complaints resolution schemes, Panel says

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.”

Latest Ofcom report highlights importance of making sure no-one is excluded from being online, says Communications Consumer Panel Chair Bob Warner

“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.”

Putting the consumer first

Publishing the 2010/2011 Communications Consumer Panel’s annual report Putting the consumer first: the work of the Communications Consumer Panel, former Panel Chair Anna Bradley said that she was “intensely proud of what the Panel has achieved over the last three years”. She highlighted work on mobile coverage that convinced operators and retailers to improve their coverage cancellation policies, and research that persuaded Government to commit to universal broadband. “Whatever the future holds, a strong, independent consumer advocate is vital in ensuring that regulators and policy-makers appreciate and address the issues that matter to consumers,” she said.

Incoming Chair, Bob Warner, introduced the Panel’s work programme for the coming year, by outlining the five key areas that the Panel will focus on proactively. “We’ll continue to use our expertise to deliver the best possible outcomes for communications consumers,” he said.

Read the report here

New communications consumer system must continue to provide powerful advocacy

Commenting on the publication today of Consumer empowerment and protection: consultation on reform to the institutional landscape of consumer bodies, Communications Consumer Panel Chair Bob Warner said he was pleased to see that the Government would be looking at ways of enhancing consumer representation in communications. “Whatever system is implemented in the new consumer landscape model, it must provide effective advocacy for consumers and citizens in the vital area of communications.”

“To be a powerful advocate for consumers, it is essential that any consumer advocacy body representing communications consumers has the right to be consulted early by regulators, the ability to help shape future policy, and strong links with consumer bodies in the Nations”, he explained, adding: “The new arrangements must have adequate resources and sector-specific expertise and involvement, particularly in a complex sector like communications to maximise the benefit for consumers.”

“The pace of change in the communications sector and a proposed new Communications Bill mean that it is even more important for consumers to have a strong voice in this debate. The Consumer Panel will continue to use its expertise to deliver the best possible outcomes for communications consumers while the future model is debated,” Bob Warner concluded.

Read the press release here (pdf)

Panel welcomes Ofcom consultation into possible impact of 4G mobile services on consumers

Communications Consumer Panel Chair Bob Warner has welcomed Ofcom’s consultation into the possible impact that new, 4G mobile services may have on digital terrestrial television (DTT) viewers. He added that the Panel will be working closely with Ofcom, and other consumer bodies, throughout the consultation process to ensure potential problems are identified and consumers protected.

To read the comment go to:

http://www.communicationsconsumerpanel.org.uk/DTT%20comment%20final.pdf

Do you know what you’re signing up to online? The Consumer Panel is calling on companies to make the small print clearer

The Panel’s latest research Online personal data: the consumer perspective has found that people are most concerned about sharing financial information such as credit/debit card details, information from social networking profiles and their mobile numbers – but just 50% of the people we surveyed said they regularly read companies’ privacy policies. The Panel is asking companies to make it clear to consumers if they share data with third parties, and improve awareness so that people can make an informed choice about what to reveal online.

Acting Panel Chair Bob Warner said: “The Panel’s research will also act as a benchmark to facilitate future studies looking at the extent to which legislative developments, industry initiatives and tools have actually empowered consumers. We are organising a roundtable discussion early in the summer with the International Institute of Communications to take the issue forward.”

To read the report go to http://www.communicationsconsumerpanel.org.uk/smartweb/research/online-personal-data