How can I stop nuisance phone calls?

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Our expert says...

Dear Susan, I know how much of an inconvenience telesales calls can be at times, and not only are “silent calls” annoying, but they can be distressing too.

Ofcom, the communications regulator, describes nuisance calls as “unwanted sales and marketing calls, abusive or threatening calls or silent calls.” Here is some more information about silent calls, some expert tips on how to avoid nuisance calls and what to do if you receive them...

What is a “silent call”?

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.

The call is abandoned and the customer on the receiving end will not hear anything. These calls can often happen a couple of times a day over the period of a few weeks, and can be distressing.

Regulator Ofcom has recently proposed new rules against silent calls, which will prevent companies from calling the same number more than once in a 24-hour period. It said the new proposal would mean that consumers currently worst affected would no longer receive repeat silent calls over the course of a day, however the new rules will have to be approved before they are put in place.

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.”

How to avoid nuisance calls

There are several things you can do to avoid nuisance calls, including:

• Go ex-directory - Making your number ex-directory will remove it from the BT Phone Book and all phone directories. To make your number ex-directory, call BT on 0800 800 150.
• Add anonymous caller reject - Adding the “anonymous call reject” calling feature to your call plan should prevent these kinds of calls in the future, though there may be a monthly charge for the service. Speak to your home phone provider to arrange this.
• Use TPS - The Telephone Preference Service (TPS) will remove your number from the telemarketing list, so you will not receive sales calls.

How to sign-up to TPS

If you don’t want to get calls from sales and marketing firms at all, you should register with the Telephone Preference Service (TPS) for free. The TPS is the official opt-out register on which you can join if you’d prefer not to receive unsolicited sales or marketing calls.

It is illegal for a company to call you for marketing purposes if you’ve registered with the TPS. You can register with the TPS online or by calling 0845 0700 707. It takes about 28 days after you’ve registered before the calling ban takes effect.

If you are still getting calls after 28 days, then you can complain to the Telephone Preference Service.

I hope this information helps Susan. And remember, you can always register with TPS on your mother’s behalf.

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