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asked Her Majesty's Government:Whether they will draw the attention of the Office of Fair Trading to the charging by telecommunications companies with minimal notice or consultation of a payment fee on telephone bills not paid by direct debit plus a late payment fee on bills which are not settled within...
asked Her Majesty's Government:Whether they will draw the attention of the Office of Fair Trading to the charging by telecommunications companies with minimal notice or consultation of a payment fee on telephone bills not paid by direct debit plus a late payment fee on bills which are not settled within...
Asked by
Lord Monson
(Crossbench)
Answered by
Lord Jones of Birmingham
(Other (affiliation))
Type
Written questions
Status
Answered
Answered on
24 October 2007
The independent regulator, the Office of Communications (Ofcom), announced on 6 June that it would carry out a full review of communications providers' additional charges. Ofcom expects to announce the conclusions of its review in the autumn and progress may be monitored on its website www.ofcom.org.uk.
The review covers charges for non-direct debit payments as well as other additional charges including late payment, restoration of service and early termination fees. It also covers fixed and mobile operators and pay TV services. Ofcom is looking at the nature and level of charges levied by communications providers and how well signposted and transparent such charges are. It is investigating how far consumers are aware of additional charges, whether they are able and willing to shop around on the basis of core prices and additional charges rather than just core prices, and whether there are certain groups of consumers who are unable to do this and therefore may be disadvantaged.
On investigating this issue it became clear that it would be wrong to look at BT in isolation. More than 40 per cent of homes are provided with telephony services by operators other than BT, and the differentials for payment by non-direct debit range from no extra charge to £15 a quarter. Some providers provide no payment option other than direct debit.
Subjects
Billing; Fees and charges; Ofcom; Telecommunications; Unfair practices; Payment methods
Date
24 October 2007
Reference
5660; 695 c121WA
House
House of Lords
Is the Minister aware that many people trying to claim benefits over the phone either cannot get through or are told that they will be called back even though they do not have a phone? The social fund commissioner's office found that fewer than one in five calls were answered, so will the Minister end the Government's complacency about the effect of the faceless state on people in real difficulties and ensure that those in particular need can either see a Jobcentre Plus official or have an official make the call on their behalf?
Is the Minister aware that many people trying to claim benefits over the phone either cannot get through or are told that they will be called back even though they do not have a phone? The social fund commissioner's office found that fewer than one in five calls were answered, so will the Minister end the Government's complacency about the effect of the faceless state on people in real difficulties and ensure that those in particular need can either see a Jobcentre Plus official or have an official make the call on their behalf?
Asked by
Andrew Selous
(Conservative)
Answering body
Department for Work and Pensions
Oral questions - Supplementary
Status
Answered
Answered on
8 October 2007
I appreciate the enthusiasm that the hon. Gentleman brings to his post, but we do of course offer face-to-face interviews with Jobcentre Plus advisers in appropriate circumstances. The hon. Gentleman shakes his head, but I can assure him that that is the case. It is very clear in some application processes that a third person can speak on behalf of the applicant. More than 90 per cent. of calls are answered, but we are aware that we have to continue to review matters in order to ensure that the system is made even better. I take great exception to the hon. Gentleman's comment that this amounts to a ““faceless state””. We have a whole range of committed and dedicated benefit advisers across the country whose main job and principal occupation and commitment is to ensure that people get the help that they need at the time that they need it.
Subjects
Advisory services; Jobcentre Plus; Telephone services; Fees and charges; Ofcom; Telephone numbering
Date
8 October 2007
Reference
464 c10
Chamber / Committee
House of Commons chamber
House
House of Commons
The benefit advisers do a very good job, but is it not fairly tacky to use such a system for people to apply for the assistance and help to which they are entitled? Would it not be better simply to ask that no Government Department anywhere in Whitehall continue the growing practice of using 0845 numbers? If people have already paid through their taxes to receive services from Her Majesty's Government which are of a high standard, no impediment should be placed in their way.
The benefit advisers do a very good job, but is it not fairly tacky to use such a system for people to apply for the assistance and help to which they are entitled? Would it not be better simply to ask that no Government Department anywhere in Whitehall continue the growing practice of using 0845 numbers? If people have already paid through their taxes to receive services from Her Majesty's Government which are of a high standard, no impediment should be placed in their way.
Asked by
Gwyneth Dunwoody
(Labour)
Answering body
Department for Work and Pensions
Oral questions - Supplementary
Status
Answered
Answered on
8 October 2007
With the utmost respect, may I say to my hon. Friend that we have discovered that contact centres are generally more convenient for customers to access, because they remove the need personally to go to a local jobcentre. On cost comparisons, I have already said that the cost of a land-line telephone call is 2p a minute. Again, with the greatest respect, I have to say that, in comparison with the cost of a bus or train journey to a local office, contact centres are appropriate for most people. Harking back to my response to the hon. Member for South-West Bedfordshire (Andrew Selous), we will ensure that where people want an interview and in some instances a face-to-face application process we will deliver that.
Subjects
Advisory services; Jobcentre Plus; Telephone services; Fees and charges; Ofcom; Telephone numbering
Date
8 October 2007
Reference
464 c10-1
Chamber / Committee
House of Commons chamber
House
House of Commons
I appreciate the enthusiasm that the hon. Gentleman brings to his post, but we do of course offer face-to-face interviews with Jobcentre Plus advisers in appropriate circumstances. The hon. Gentleman shakes his head, but I can assure him that that is the case. It is very clear in some application processes that a third person can speak on behalf of the applicant. More than 90 per cent. of calls are answered, but we are aware that we have to continue to review matters in order to ensure that the system is made even better. I take great exception to the hon. Gentleman's comment that this amounts to a ““faceless state””. We have a whole range of committed and dedicated benefit advisers across the country whose main job and principal occupation and commitment is to ensure that people get the help that they need at the time that they need it.
I appreciate the enthusiasm that the hon. Gentleman brings to his post, but we do of course offer face-to-face interviews with Jobcentre Plus advisers in appropriate circumstances. The hon. Gentleman shakes his head, but I can assure him that that is the case. It is very clear in some application processes that a third person can speak on behalf of the applicant. More than 90 per cent. of calls are answered, but we are aware that we have to continue to review matters in order to ensure that the system is made even better. I take great exception to the hon. Gentleman's comment that this amounts to a ““faceless state””. We have a whole range of committed and dedicated benefit advisers across the country whose main job and principal occupation and commitment is to ensure that people get the help that they need at the time that they need it.
Answered by
Anne McGuire
(Labour)
Asked by
Andrew Selous
(Conservative)
Answering body
Department for Work and Pensions
Type
Oral answers to questions
Is the Minister aware that many people trying to claim benefits over the phone either cannot get through or are told that they will be called back even though they do not have a phone? The social fund commissioner's office found that fewer than one in five calls were answered, so will the Minister end the Government's complacency about the effect of the faceless state on people in real difficulties and ensure that those in particular need can either see a Jobcentre Plus official or have an official make the call on their behalf?
Subjects
Advisory services; Fees and charges; Jobcentre Plus; Ofcom; Telephone services; Telephone numbering
Date
8 October 2007
Reference
464 c10
Chamber / Committee
House of Commons chamber
House
House of Commons
With the utmost respect, may I say to my hon. Friend that we have discovered that contact centres are generally more convenient for customers to access, because they remove the need personally to go to a local jobcentre. On cost comparisons, I have already said that the cost of a land-line telephone call is 2p a minute. Again, with the greatest respect, I have to say that, in comparison with the cost of a bus or train journey to a local office, contact centres are appropriate for most people. Harking back to my response to the hon. Member for South-West Bedfordshire (Andrew Selous), we will ensure that where people want an interview and in some instances a face-to-face application process we will deliver that.
With the utmost respect, may I say to my hon. Friend that we have discovered that contact centres are generally more convenient for customers to access, because they remove the need personally to go to a local jobcentre. On cost comparisons, I have already said that the cost of a land-line telephone call is 2p a minute. Again, with the greatest respect, I have to say that, in comparison with the cost of a bus or train journey to a local office, contact centres are appropriate for most people. Harking back to my response to the hon. Member for South-West Bedfordshire (Andrew Selous), we will ensure that where people want an interview and in some instances a face-to-face application process we will deliver that.
Answered by
Anne McGuire
(Labour)
Asked by
Gwyneth Dunwoody
(Labour)
Answering body
Department for Work and Pensions
Type
Oral answers to questions
The benefit advisers do a very good job, but is it not fairly tacky to use such a system for people to apply for the assistance and help to which they are entitled? Would it not be better simply to ask that no Government Department anywhere in Whitehall continue the growing practice of using 0845 numbers? If people have already paid through their taxes to receive services from Her Majesty's Government which are of a high standard, no impediment should be placed in their way.
Subjects
Advisory services; Fees and charges; Jobcentre Plus; Ofcom; Telephone services; Telephone numbering
Date
8 October 2007
Reference
464 c10-1
Chamber / Committee
House of Commons chamber
House
House of Commons
I am aware that some mobile phone companies charge significantly over the basic rate. We have had discussions with them, but their pricing policies are very much a matter for them. I want to give my hon. Friend some comfort, however. Since 1 August, the cost of an 0845 number on BT lines has fallen from 3p to 2p a minute. When someone calls our helpline, we are careful to make them aware how long the call will take, and to ensure that they are aware of the mobile phone charges that can accrue to the call. We then advise them that they can phone back on a land-line if they want to do so. If they cannot do that, our advisers will call them back. That ensures that nobody is disadvantaged because they cannot afford the price of a telephone call.
I am aware that some mobile phone companies charge significantly over the basic rate. We have had discussions with them, but their pricing policies are very much a matter for them. I want to give my hon. Friend some comfort, however. Since 1 August, the cost of an 0845 number on BT lines has fallen from 3p to 2p a minute. When someone calls our helpline, we are careful to make them aware how long the call will take, and to ensure that they are aware of the mobile phone charges that can accrue to the call. We then advise them that they can phone back on a land-line if they want to do so. If they cannot do that, our advisers will call them back. That ensures that nobody is disadvantaged because they cannot afford the price of a telephone call.
Answered by
Anne McGuire
(Labour)
Asked by
David Leslie Taylor
(Labour)
Answering body
Department for Work and Pensions
Type
Oral answers to questions
Some telecoms providers charge higher than normal rates for all 08 numbers, even so-called freephone numbers, which means that some unemployed Jobcentre Plus clients are paying charges that they cannot afford for the advice, information and assistance that they need. Will the Minister tell the House why those people cannot ring a local centre, at lower, local rates? Will she expand the review to which she has referred to include this issue, and reassure us that the Department is not receiving a rake-off from the excess charges generated at the moment?
Subjects
Advisory services; Fees and charges; Jobcentre Plus; Ofcom; Telephone services; Telephone numbering
Date
8 October 2007
Reference
464 c10
Chamber / Committee
House of Commons chamber
House
House of Commons
To ask the Secretary of State for Business, Enterprise and Regulatory Reform how many press officers are employed by Ofcom.
To ask the Secretary of State for Business, Enterprise and Regulatory Reform how many press officers are employed by Ofcom.
Asked by
Lord Grayling
(Conservative)
Answered by
Stephen Timms
(Labour)
Answering body
Department for Business, Enterprise and Regulatory Reform
Type
Written questions
Status
Answered
Tabled on
26 July 2007
For answer on
8 October 2007
Answered on
8 October 2007
I am informed by the chief executive of the Office of Communications (Ofcom) that there are six members of staff in the regulator’s media office, one of whom is part-time.
Subjects
Ofcom; Information officers
Date
8 October 2007
Reference
154665; 464 c348W
House
House of Commons
Some telecoms providers charge higher than normal rates for all 08 numbers, even so-called freephone numbers, which means that some unemployed Jobcentre Plus clients are paying charges that they cannot afford for the advice, information and assistance that they need. Will the Minister tell the House why those people cannot ring a local centre, at lower, local rates? Will she expand the review to which she has referred to include this issue, and reassure us that the Department is not receiving a rake-off from the excess charges generated at the moment?
Some telecoms providers charge higher than normal rates for all 08 numbers, even so-called freephone numbers, which means that some unemployed Jobcentre Plus clients are paying charges that they cannot afford for the advice, information and assistance that they need. Will the Minister tell the House why those people cannot ring a local centre, at lower, local rates? Will she expand the review to which she has referred to include this issue, and reassure us that the Department is not receiving a rake-off from the excess charges generated at the moment?
Asked by
David Leslie Taylor
(Labour; Co-operative Party)
Answering body
Department for Work and Pensions
Oral questions - 1st Supplementary
Status
Answered
Answered on
8 October 2007
I am aware that some mobile phone companies charge significantly over the basic rate. We have had discussions with them, but their pricing policies are very much a matter for them. I want to give my hon. Friend some comfort, however. Since 1 August, the cost of an 0845 number on BT lines has fallen from 3p to 2p a minute. When someone calls our helpline, we are careful to make them aware how long the call will take, and to ensure that they are aware of the mobile phone charges that can accrue to the call. We then advise them that they can phone back on a land-line if they want to do so. If they cannot do that, our advisers will call them back. That ensures that nobody is disadvantaged because they cannot afford the price of a telephone call.
Subjects
Advisory services; Fees and charges; Jobcentre Plus; Telephone services; Ofcom; Telephone numbering
Date
8 October 2007
Reference
464 c10
Chamber / Committee
House of Commons chamber
House
House of Commons
Jobcentre Plus conducted a review, which was completed in July, which investigated the inbound telephone numbering plan that supports the contact centre and benefit delivery centre operations. During the review, Ofcom's call numbering team was approached on an informal basis for advice on developing the Jobcentre Plus internal numbering strategy, particularly regarding the future tariff structures of the 0845 range.
Jobcentre Plus conducted a review, which was completed in July, which investigated the inbound telephone numbering plan that supports the contact centre and benefit delivery centre operations. During the review, Ofcom's call numbering team was approached on an informal basis for advice on developing the Jobcentre Plus internal numbering strategy, particularly regarding the future tariff structures of the 0845 range.
Answered by
Anne McGuire
(Labour)
Asked by
David Leslie Taylor
(Labour)
Answering body
Department for Work and Pensions
Type
Oral answers to questions
What recent discussion he has had with Ofcom on the charging policies of telecommunication companies toward the 0845 numbers used by Jobcentre Plus; and if he will make a statement.
Subjects
Advisory services; Fees and charges; Jobcentre Plus; Ofcom; Telephone services; Telephone numbering
Date
8 October 2007
Reference
464 c9
Chamber / Committee
House of Commons chamber
House
House of Commons
What recent discussion he has had with Ofcom on the charging policies of telecommunication companies toward the 0845 numbers used by Jobcentre Plus; and if he will make a statement.
What recent discussion he has had with Ofcom on the charging policies of telecommunication companies toward the 0845 numbers used by Jobcentre Plus; and if he will make a statement.
Asked by
David Leslie Taylor
(Labour; Co-operative Party)
Answered by
Anne McGuire
(Labour)
Answering body
Department for Work and Pensions
Oral questions - Lead
Status
Answered
Tabled on
5 October 2007
For answer on
8 October 2007
Answered on
8 October 2007
Jobcentre Plus conducted a review, which was completed in July, which investigated the inbound telephone numbering plan that supports the contact centre and benefit delivery centre operations. During the review, Ofcom's call numbering team was approached on an informal basis for advice on developing the Jobcentre Plus internal numbering strategy, particularly regarding the future tariff structures of the 0845 range.
Subjects
Advisory services; Fees and charges; Jobcentre Plus; Ofcom; Telephone services; Telephone numbering
Date
8 October 2007
Reference
464 c9; 156107
Chamber / Committee
House of Commons chamber
House
House of Commons
Type
House of Commons papers
Author
Department for Business, Enterprise and Regulatory Reform; Department for Culture, Media and Sport
Laid on
19 July 2007
Legislation
Communications Act 2003
Subjects
Broadcasting; Digital broadcasting; Government departments; Functions; Ministerial responsibility; Ministers; Ofcom; Radio; Telecommunications; Regulation; Television; Telephone services; Department for Business, Enterprise and Regulatory Reform; Department for Culture, Media and Sport
Commons Library location
CS 214
Date
19 July 2007
Reference
HC 594 2006-07
House
House of Commons
Type
House of Commons papers
Author
Ofcom
Laid on
12 July 2007
Notes
Research Sc in annual run;
Subjects
Ofcom
Commons Library location
CS 011;
Date
12 July 2007
Reference
HC 681 2006-07
House
House of Commons
Type
House of Commons papers
Author
Ofcom
Laid on
9 July 2007
Subjects
Audit; Finance; Fees and charges; Licensing; Ofcom; Radio; Regulation; Television
Commons Library location
CS 011
Date
9 July 2007
Reference
HC 642 2006-07
House
House of Commons
SI 2007/1933. (Negative instrument). Together with an explanatory memorandum from the Department for Business Enterprise and Regulatory Reform. Coming into force 30 July 2007.
SI 2007/1933. (Negative instrument). Together with an explanatory memorandum from the Department for Business Enterprise and Regulatory Reform. Coming into force 30 July 2007.
Department
Department for Business, Enterprise and Regulatory Reform
Type
Statutory instruments
Procedure
Negative
Laid on
9 July 2007
Made on
5 July 2007
Coming into force
30 July 2007
Legislation
European Communities Act 1972; Mobile Roaming (European Communities) Regulations 2007
Subjects
Complaints; Appeals; EU countries; Fees and charges; EU law; Fines; Powers; Mobile phones; Ofcom; Regulation; Telecommunications
Commons Library location
UP 1274 2006-07
Date
9 July 2007
Reference
SI 2007/1933
House
House of Commons; House of Lords
My right honourable friend the Secretary of State for Trade and Industry, Alistair Darling, has made the following Written Ministerial Statement. On 26 February 2007, I issued an intervention notice under Section 42(2) of the Enterprise Act 2002 in respect of British Sky Broadcasting Group's acquisition of a 17.9 per...
My right honourable friend the Secretary of State for Trade and Industry, Alistair Darling, has made the following Written Ministerial Statement. On 26 February 2007, I issued an intervention notice under Section 42(2) of the Enterprise Act 2002 in respect of British Sky Broadcasting Group's acquisition of a 17.9 per...
Member
Lord Truscott
(Labour)
Department
Department of Trade and Industry
Type
Written statements
Subjects
Competition; Competition Commission; Sky; Ownership; Public interest; Mergers; Office of Fair Trading; Ofcom; Sales; Shares; Unfair practices; Television companies; ITV
Date
24 May 2007
Reference
692 c60-2WS
House
House of Lords
On 26 February 2007, I issued an intervention notice under section 42(2) of the Enterprise Act 2002 in respect of British Sky Broadcasting Group’s acquisition of a 17.9 per cent. stake in ITV plc. This meant that, in accordance with sections 44 and 44A of the Enterprise Act, on 27...
On 26 February 2007, I issued an intervention notice under section 42(2) of the Enterprise Act 2002 in respect of British Sky Broadcasting Group’s acquisition of a 17.9 per cent. stake in ITV plc. This meant that, in accordance with sections 44 and 44A of the Enterprise Act, on 27...
Member
Lord Darling of Roulanish
(Labour)
Department
Department of Trade and Industry
Type
Written statements
Subjects
Competition; Competition Commission; Sky; Ownership; Public interest; Mergers; Office of Fair Trading; Ofcom; Sales; Shares; Unfair practices; Television companies; ITV
Date
24 May 2007
Reference
460 c90-1WS
House
House of Commons
Type
Select Committee reports; House of Commons papers;
Parliamentary committees
Committee
Home Affairs Committee
Witnesses
Association of Chief Police Officers; Greater London Authority; Home Office; Metropolitan Police; Lambeth Council; Lord Coaker; Kids Company; Cressida Dick; Barnardo's; Youth Justice Board; Nottingham City Council; National Offender Management Service; From Boyhood to Manhood Foundation; Gus John Partnership; Baroness Scotland of Asthal; Barrow Cadbury Trust; Ascension Trust; Young Disciples; 100 Black Men of London; Peace Alliance; Lord Sewell of Sanderstead; Shaun Bailey; Boys2Men; Andy Parfitt; Roger Drakes; Bob Tyler
Subjects
Criminal proceedings; Disadvantaged; Crimes of violence; Commission for Racial Equality; Community relations; Firearms; Discrimination; Ethnic groups; Police; Minority groups; Ofcom; Statistics; Sentencing; Stop and search; Young people; Young offenders
Commons Library location
CS 779;Research HA 364.36, P (May 07)
Date
22 May 2007
Reference
HC 181 2006-07
House
House of Commons
Type
House of Commons papers; Select Committee oral evidence;
Parliamentary committees
Committee
Culture, Media and Sport Committee
Subjects
Public service; Media; Public service broadcasting; Ofcom; Television; Public relations; Information services
Date
15 May 2007
Reference
HC 316-vi 2006-07
House
House of Commons
My Lords, I thank the Minister for that reply. Is he aware that one of the worst aspects was the complacent attitude of Ofcom when questioned about it? Will he remind Ofcomthat the terrestrial channels are licensed for public entertainment and news, not gambling? Will he support the Gambling Commission, which has complained bitterly about the proliferation of phoney gambling quizzes on terrestrial channels, and tell Ofcom that it must pay attention to this and take much more drastic steps than it has planned?
My Lords, I thank the Minister for that reply. Is he aware that one of the worst aspects was the complacent attitude of Ofcom when questioned about it? Will he remind Ofcomthat the terrestrial channels are licensed for public entertainment and news, not gambling? Will he support the Gambling Commission, which has complained bitterly about the proliferation of phoney gambling quizzes on terrestrial channels, and tell Ofcom that it must pay attention to this and take much more drastic steps than it has planned?
Asked by
Baroness Oppenheim-Barnes
(Conservative)
Oral questions - 1st Supplementary
Status
Answered
Answered on
1 May 2007
My Lords, I accept what the noble Baroness says, but ICTSTIS is the prime mover with responsibility for covering premium phone rates, the main anxiety in recent months. That does not mean that Ofcom ought to be complacent. It is not; it is also committing itself to action, but the initial moves will come from ICSTIS in investigating and establishing the nature of the problem. Whatis certain is that the whole of television, to say nothing of the viewing public, can only gainfrom full restoration of trust in the fairness of such programmes.
Subjects
Fraud; Fees and charges; Gambling; Ofcom; Regulation; Television; Telephone services; Unfair practices
Date
1 May 2007
Reference
691 c962
Chamber / Committee
House of Lords chamber
House
House of Lords
Type
Select Committee reports; House of Commons papers;
Parliamentary committees
Committee
Culture, Media and Sport Committee
Witnesses
BBC; Channel Four Television; British Board of Film Classification; British Telecom; Ofcom; National Consumer Council; Media and Sport Department for Culture; UK Film Council; Google; Newspaper Society; Design and Artists Copyright Society; Internet Services Providers Association; Orange; Phonographic Performance; Producers Alliance for Cinema and Television; Shaun Woodward; Baroness Hodge of Barking; Institute of Practitioners in Advertising; Alliance against IP Theft; Music Managers Forum; Three; Enders Analysis; British Phonographic Industry; British Screen Advisory Council; Eidos; British Music Rights; Creators Rights Alliance; Entertainment and Leisure Software Publishers Association; Information TV; Magic Lantern Productions; Mobile Broadband Group; Oliver and Ohlbaum Associates; Satellite and Cable Broadcasters Group; UK Association of Online Publishers; Ingenious; Creative Commons; Starcom Worldwide
Notes
Laid as HC 69 2006-07 by mistake but published as HC 509 2006-07
Subjects
Consumers; BBC; Broadcasting; Advertising; Arts; Copyright; Digital broadcasting; British Telecom; Digital technology; Finance; ICT; Innovation; Intellectual property; Internet; Media; Ofcom; Television
Date
1 May 2007
Reference
HC 509 2006-07
House
House of Commons