Ofcom sees surge in silent call complaints

by Jacquie Bowser, Brand Republic 24-Nov-08, 14:05

LONDON - The number of consumer complaints made to Ofcom about silent calls have more than trebled in a year, prompting the media regulator to release new guidance notes for those affected.

From September 2007 to September 2008 the number of consumer complaints about silent calls increased from around 300 per month to around 1050 per month, according to Ofcom's Consumer Experience 2008 report.

Ofcom said the majority of silent calls are caused by automated calling systems known as diallers. Diallers are mainly used in call centres to generate and attempt to connect calls.

If there are not enough call centre agents available to handle all of the calls, which are connected to a live individual, the recipient may receive an abandoned call. If the call centre does not play an information message in the event of an abandoned call, a silent call may result.

Ofcom has subsequently released a new consumer guide to advise people on what to do if they are affected by silent calls and how to make a complaint about their communications provider.

This action coincides with today's publication of Ofcom's report, The Consumer Experience 2008, which exams the consumer experience of the fixed and mobile, internet and digital broadcasting markets.

Ed Richards, Ofcom chief executive, said: "This report allows us to monitor how the consumer experience of the communications market is changing over time.

"Satisfaction levels remain high but action against the scourges of slamming and silent calls remain priorities for Ofcom over the coming year."