Ofcom investigates Carphone and Toucan over silent calls

by Daniel Farey-Jones, Brand Republic 07-Nov-06, 07:00

LONDON - Telecommunications and media regulator Ofcom has told four companies, including Carphone Warehouse and Toucan Telecom, to respond to evidence it has gathered that they have broken its rules on silent calls.

The four companies, which also include Bracken Bay Kitchens and Space Kitchens, all repeatedly exceeded the 3% upper limit for silent calls as the proportion of total calls in any 24-hour period between April and July.

Ofcom said that in some instances silent call rates were higher than 20%.

In addition, all four failed to include a recorded information message to identify the source of the calls, which occurs when no operator is available to handle the outbound calls dialled by a call centre's automated system.

There were also other instances of one or more of the companies engaging in conduct that Ofcom defines as "persistent misuse" in new, tougher guidelines it issued in March.

Ofcom has allowed each of the four companies until December 6 to respond, after which it will consider what action is appropriate. It may impose a fine and the maximum amount possible is £50,000 a call.

Carphone Warehouse and Toucan were also warned by the Information Commissioner's Office last month to stop calling phone numbers registered with the Telephone Preference Service. The other four companies warned were all part of the Bowater Group of home improvements and windows companies.

Toucan changed ownership last month after IDT sold the operation to broadband provider Pipex.

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