Parliamentary Search

Written question asked by Chris Ruane (Labour) on Tuesday, 8 February 2011, in the House of Commons. It was due for an answer on Thursday, 10 February 2011. It was answered by Ed Davey (Liberal Democrat) on Tuesday, 15 February 2011 on behalf of the Department for Business, Innovation and Skills.

Consumer Direct

Question
To ask the Secretary of State for Business, Innovation and Skills pursuant to the answer of 3 February 2011, Official Report, column 956W, on consumers: advisory services, what proportion of the approximately 1.7 million telephone calls and emails handled annually by Consumer Direct originated from residents of each (a) region, (b) local authority area and (c) constituency.
Answer

In 2009-10, Consumer Direct handled approximately 1.7 million calls and e-mails. Of these, around 1.5 million related to general consumer issues. The remainder related to energy and post issues and were handled by the dedicated contact centre in Northampton. The breakdown of general consumer contacts by origin in the seven English regions, Wales and Scotland was:

Region/nation Percentage
East of England 9.0
East Midlands 7.0
London 10.0
North East 4.5
North West 13.0
Scotland 8.0
South East 14.5
South West 10.0
Wales 6.0
West Midlands 9.0
Yorkshire and Humber 9.0

We are unable to provide a breakdown by region of origin for energy and post related contacts handled by the centre in Northampton.The vast majority of the telephone contacts come in via a direct dial national number. The telephony system does not enable us to identify the origin of these contacts by local authority or constituency.

Secondary information

Type
Written question
Reference
39915; 523 c733-4W
Session
2010-12
Related items
Consumers: Advisory Services
Thursday, 3 February 2011
Written questions
House of Commons
Subjects
Consumer Direct
Contains statistics
Yes
Link
View this Written question on www.publications.parliament.uk