Ben Howlett – 2016 Parliamentary Question to the Department for Culture, Media and Sport

The below Parliamentary question was asked by Ben Howlett on 2016-02-29.

To ask the Secretary of State for Culture, Media and Sport, what steps he is taking to protect customers from the practice of telephone slamming.

Mr Edward Vaizey

Ofcom, as the independent telecommunications regulator, introduced rules in May 2005 to protect consumers against slamming. Its most recent rules, updated in June 2015, prohibits all telephone companies from engaging in dishonest, misleading or deceptive conduct, and oblige providers to ensure consumers fully understand and consent to a contract before it is agreed.

Ofcom’s most recent complaints data shows that slamming complaints have reduced significantly to an average of 140 complaints per month, compared with an average of over 700 in 2010. Ofcom can take action if companies repeatedly breach these rules and has the power to fine companies up to 10% of their annual turnover and to require them to remedy any issues that have arisen, including repaying affected customers who have lost money. In addition, safeguards have been built into the landline/broadband switching process on the Openreach network that are designed to protect consumers from being slammed. Consumers are required to receive a letter informing them that a switch is scheduled and that there is a 10-day switchover period, during which the order can be stopped if a customer has been inadvertently signed up.