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01/03/2006
Firms face £50,000 fine for 'silent calls'
Companies will face fines of up to £50,000 if they pester customers with silent calls, Trade and Industry Secretary Alan Johnson has announced.
The announcement follows an analysis of responses to a consultation launched by the Department of Trade and Industry on silent calls.
The previous fine for making such calls was £5,000. The new increased fine will come into effect later this year.
Silent calls occur when automated calling systems used by call centres generate more calls than available call centre staff can deal with, resulting in silence on the line when the call is answered.
These 'abandoned calls' cause annoyance and even anxiety to consumers, the DTI said.
Research conducted by independent communication regulator Ofcom found that 63% of adults were concerned about silent calls, with 35% saying that they were "very concerned".
People aged over 65 expressed the most concern about the calls, while women were more likely to become distressed by them than men.
Alan Johnson said: "Silent calls are annoying and distressing, particularly for the elderly, hard of hearing and people living on their own.
"Our consultation showed overwhelming support for raising the maximum penalty for silent calls. The increased fine, combined with the action Ofcom has taken today, will help to minimise the nuisance of silent calls for the public."
Ofcom has also announced new rules of the use of automatic calling system, which are designed to deliver additional protection from silent calls for consumers.
(KMcA/GB)
The announcement follows an analysis of responses to a consultation launched by the Department of Trade and Industry on silent calls.
The previous fine for making such calls was £5,000. The new increased fine will come into effect later this year.
Silent calls occur when automated calling systems used by call centres generate more calls than available call centre staff can deal with, resulting in silence on the line when the call is answered.
These 'abandoned calls' cause annoyance and even anxiety to consumers, the DTI said.
Research conducted by independent communication regulator Ofcom found that 63% of adults were concerned about silent calls, with 35% saying that they were "very concerned".
People aged over 65 expressed the most concern about the calls, while women were more likely to become distressed by them than men.
Alan Johnson said: "Silent calls are annoying and distressing, particularly for the elderly, hard of hearing and people living on their own.
"Our consultation showed overwhelming support for raising the maximum penalty for silent calls. The increased fine, combined with the action Ofcom has taken today, will help to minimise the nuisance of silent calls for the public."
Ofcom has also announced new rules of the use of automatic calling system, which are designed to deliver additional protection from silent calls for consumers.
(KMcA/GB)
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Northern Ireland WeatherToday:A fine dry days weather with sunshine quite widespread, particularly from mid-morning. Temperatures best across southern districts. North to northwesy breezes occasionally freshening around the coasts. Maximum temperature 15 °C.Tonight:Most dry with good clear spells bringing a rural frost in the south for some. Cloudier around northern coasts where the odd light shower may develop. Northerly breezes persisting. Minimum temperature 0 °C.
