Nuisance calls action plan unveiled
31 Mar 2014 11:46 AM
The first comprehensive and co-ordinated effort
to tackle nuisance calls has been published by Culture Secretary Maria
Miller.
The
Nuisance Calls Action Plan sets out the actions being taken by Government,
regulators, consumer groups and industry to tackle nuisance
calls.
It
reveals the Government will consult on lowering the legal threshold for when
firms can be fined for making nuisance calls.
Alongside the Action Plan Justice Secretary Chris
Grayling unveiled plans to impose fines of hundreds of thousands of pounds on
claims management companies which use information gathered by unsolicited calls
and texts and other bad practices.
Maria Miller said:
Nuisance calls must stop. At best they are an irritation
and an unwanted intrusion, at worst they cause real distress and fear,
particularly to the elderly or housebound.
The
Action Plan brings together Government, regulators, consumer groups and
industry in a comprehensive and co-ordinated effort to clamp down on nuisance
calls.
The
rules are clear – people have the right to choose not to receive
unsolicited marketing calls. We will work to ensure their choice is
respected.
There were 120,310 complaints about nuisance calls
between April and November 2013. The Information Commissioner’s Office
(ICO) is responsible for unsolicited marketing calls while Ofcom deals with
silent and abandoned calls.
New
measures to tackle nuisance calls include:
-
Consulting later this year on making it easier for the
ICO to fine companies. Currently calls must cause ‘substantial
damage’ or ‘substantial distress’;
-
Simplifing how Ofcom can share information with the ICO
and the Insolvency Service about rogue companies;
-
Which? will review how consumers agree to receive calls
from specific firms and report to Government;
-
The
Ministry of Justice are consulting on whether regulated companies that breach
Claims Management Regulation Unit rules should face fines up to 20 per cent of
their annual turnover for offences including using information gathered by
unsolicited calls and texts.
Justice Secretary Chris Grayling said:
It
is time to stop these claims companies from plaguing hardworking people’s
lives and wasting everyone’s time – the scale of these fines shows
just how serious we are about stopping them.
The
Claims Management Regulator already takes tough action against companies which
break the rules, suspending and closing down rogue firms, but now these fines
will give us an extra weapon to drive bad behaviour out of the
industry.
Actions already taken on nuisance calls and rogue claims
management companies include:
-
Increasing the fines Ofcom can issue from £50,000
to £2 million and enabling the ICO to issue fines up to
£500,000;
-
Fines totalling £2.54 million have been issued by
the regulators since January 2012;
-
Companies persistently breaching the nuisance calls
rules are named and shamed by the ICO on their website;
-
Informal action by the ICO has seen companies like
British Gas and TalkTalk cut the complaints against them by up to
75%;
-
Simplified and consistent guidance on how to stop
marketing calls and how to complain has been published;
-
A
voluntary accreditation scheme for direct marketing companies was launched in
October last so firms can show they follow best practice.
-
Appointing extra enforcement staff to the Claims
Management Regulation unit at the Ministry of Justice
-
Banning claims firms from taking fees from customers
before a contract has been signed and naming firms online which are subject to
enforcement action or under investigation.
Unsolicited live direct marketing calls cannot be made
to a number that is registered with the Telephone Preference Service unless the
person has agreed to receive calls by that company.
Futher Information
Nuisance Calls Action Plan (PDF, 266KB, 29
pages) Press
Release (MS Word Document, 102KB)