The latest change to Ofcom’s Competition and Consumer Enforcement Bulletin was made today and relates to an update note to open case CW/01052/08/10 – Disputes between BT and each of Sky, TalkTalk and Virgin Media about BT charges for Ethernet services
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Ofcom today published a consultation setting out proposals to safeguard the future of geographic phone numbers. They say:
‘This consultation invites your views on changes we are proposing to make to how we manage geographic numbers.
The fundamental aim of our proposals is to ensure that consumers’ choice of communication providers will not be restricted when they want new phone services. Competition has driven many of the benefits that users of telecommunication services currently enjoy. Our proposals are designed to ensure that competition is not constrained in future by the availability of geographic numbers. At the same time, we intend to limit the impact on consumers of measures that may be needed to maintain such unrestricted choice. We propose to achieve this by implementing new mechanisms to manage the allocation and use of telephone numbers.’
The consultation, which closes on 18 February 2011, can be found here
The latest change to Ofcom’s Competition and Consumer Enforcement Bulletin was made today and relates to open case: CW/01059/11/10 – Own-initiative investigation into the Talk Talk Group concerning compliance with General Condition 24 – sales and marketing of fixed-line telecommunications services.
PhonepayPlus, the regulator of premium rate services (PRS), today published an overview of its consumer research over the last three years, together with five previously unpublished consumer reports.
The overview highlights the top ten findings from PhonepayPlus’ consumer research. Top of the list comes the need for clarity in promotions together with clear terms and conditions. More surprising findings include the fact that word-of-mouth promotion of PRS by consumers is second only to internet advertising, and the low use of premium SMS services by Highlanders and those who live in South-West England, compared with Londoners, who have the highest usage.
From a regulatory perspective, consumers state that awareness that PRS is regulated increases their confidence in using services, while issues with mobile reverse-billed services continue to dominate complaints.
The Consumer Experience of Premium Rate Services top ten findings are:
- Consumers need clarity in promotions and clear terms and conditions
- Consumers find it hard to pinpoint 087 and mobile costs
- Mobile phone reverse charge services top consumer complaints
- Any consumer can be vulnerable depending on their situation
- Lack of interest in available services is the main reason for not using PRS
- Consumers promote PRS by word-of-mouth
- High earners most likely to vote on reality TV shows, such as The X-Factor
- Londoners are most likely to use premium SMS services, Highlanders and South-Westerners are least likely
- Consumers expect network providers to provide a ‘safety net’ when using PRS and this helps to drive use of services
- Consumers take comfort that services are regulated, although they aren’t necessarily aware that they are
To read The Consumer Experience of Premium Rate Services and related reports, please click here.