Home phone News

Ofcom puts a stop to silent calls

Monday 14 June, 2010

By Becca Talbot - becca@consumerchoices.co.uk

Homeowners who feel harassed or distressed by silent calls are being offered more protection under new rules set out by regulator Ofcom.

Telecommunications regulator Ofcom is proposing a new rule to prevent a company calling a consumer using an automated calling system more than once in any 24-hour period, unless a call centre agent is on hand to answer the call.

Ofcom said that 70% of the complaints it receives about “silent calls” are from consumers receiving two or more silent calls a day from the same company, often over a period of days or weeks.

Silent calls happen when a company’s call centre is using an automated calling system (ACS) which dials more numbers than there are staff available to handle the outgoing calls.

Ofcom said the new proposal would mean that consumers currently worst affected would no longer receive repeat silent calls over the course of a day.

Ed Richards, chief executive at Ofcom, said: “Silent and abandoned calls can be very irritating and even frightening for some people. By tackling repeat silent calls, backed by firm enforcement action, Ofcom expects to see a sharp reduction in consumer harm.”

The new rules are subject to consultation, but could come into force early next year.

Simon Piper, business development manager at Homephonechoices.co.uk advises consumers who are worried about silent calls to register with the Telephone Preference System (TPS). He said: “TPS is a free service that you can sign-up to so you don’t receive unsolicited marketing phone calls. Register with TPS on 0845 070 0707.”

Comments