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Archive for January 19th, 2009

Due to the recent changes imposed on the advertising of non-geographic numbers I thought it worth summarising some points that are already catching many people out.

0843, 0844 or 0845 – You may not use any statement that implies that these calls are charged at local rate. Instead you should make the customer aware of the actual cost of the call, or alternatively that calls are charged at a special  services basic rate. Trading Standards suggest either of the following two statements;

• ’Calls will cost up to 5p per minute for BT customers. Calls made using other service providers or mobiles may cost more.’
• ’Calls charged at Special Services basic rate, check with your service provider.’

0870, 0871 or 0872 – You may not to use any statement that implies that these calls are charged at national rate. Instead you should make the customer aware of the actual cost of the call, or alternatively that calls are charged at a special  services higher rate. Trading Standards suggest either of the following two statements;

• ’Calls will cost up to 10p per minute for BT customers. Calls made using other service providers or mobiles may cost more.’
• ’Calls charged at Special Services higher rate, check with your service provider.’

0800 & 0808 – These rules are very unclear at the moment, although there are no firm rules that prevent you from stating that these calls are “Freephone” despite calls to those numbers not being free from mobile phones and some landline call tariffs.

Under the Consumer Protection from Unfair Trading Regulations 2008, it is an offence to give misleading price indications to consumers and to omit details about prices if they also mislead. A £5,000 fine imposed at the magistrate’s court or an unlimited fine and/or a sentence of up to two years in prison can be imposed at the crown court.

For more information you should visit both Ofcom and The Committee of Advertising Practice alternatively contact your local Trading Standards office

Over the last few months the fog has began to clear from the broadband speed lists and at long last the UK are starting to get a clear picture of exactly what they are likely to get when signing up for a new broadband connection.

Ofcom have been pushing hard for clearer and more realistic information on what customers are likely to REALLY get when ordering their broadband and although the code is only voluntary, there has been a good response from ISP’s offering to comply.

The code has 8 sections, the highlights of which are as follows;

1. Training – The ISP agrees to train all sales people including agents and shop staff on how to implement this code.
2. Information where Broadband is sold – The ISP must give customers and estimate of the maximum speed they can get and not accept an order until the customer has been told their estimated speed and give this speed information in writing.
3. Up to Date, Accurate Information – Ensure all web-based line checkers contain information that is accurate and updated regularly.
4. Dealing with Speed Problems – The ISP must help you ascertain why your broadband is not as slow as promised and should offer an alternative package without any penalties if the actual speed is a lot lower than the original estimate.
5. Giving Information on Websites – If there are any restrictions on the use of the broadband connection (such as a fair use policy) these should be detailed clearly on the website.
6. Making Things Happen – ISP should adopt all code principles within 6 months of signing up.
7. Complying with the Code – Ofcom employ mystery shoppers to confirm this code is followed and also request ad-hoc mystery evidence as additional confirmation
8. Customers and the code – The ISP must tell you it complies with this code, this gives you a clear set of standards to judge them by.

You can get full details on this code direct from the Ofcom website at http://www.ofcom.org.uk/

Service Providers who currently comply with this code of practice are as follows;

AOL Broadband, Aquiss Internet, AAISP, Beaming, Be Broadband, BT Total, Broadband, Dark Group Ltd, Demon, Eclipse Internet, Exa Networks, Fast.co.uk, Firefly Internet, Firenet Internet, Freedom2Surf, Gravity Internet, Greenbee Broadband, IDNet, Karoo, MacAce.net, Madasafish, Namesco Ltd, Netplan Internet Solutions Ltd, NewNet, NewNet Direct services, Nildram, O2 Business Broadband, Odyssey Systems Ltd, O2 Home Broadband, Orange Home, Pipex Homecall, Pipex Internet, Playlouder.com, PlusNet Broadband, Polestar Interactive Ltd, Post Office Limited, Pro-Net Internet Services Ltd, Rutland Telecom, SAQ – Service Access Quality, Sky, Solutios, Stream Networks Ltd (StreamNET), Surf Anytime, TalkTalk, TalkTalk Business, Tiscali, Toucan, Twang, UK Online, Vivaciti, Virgin Media, Waitrose Broadband, YSH, Zen Internet