bbb_uk wrote on Aug 19
th, 2007 at 10:12am:
… did you know that at one time despite geographical calls costing less than an 0845, Ofcom only published an 0845 number. Following complaints, it revealed the geographical number as well then eventually removed the 0845 and just published the geographical number. Now surely Ofcom in its position would know that most consumers actually paid more for 0845 than geographical number?!?!
At the time when Ofcom switched over to publication of the geographic number it was somewhat preoccupied in dealing with another issue. Campaigners on that issue had been addressing the general point of how easy it was to raise complaints with Ofcom. This led to considerable improvements to the website.
Matt Peacock, who was responsible, engaged me in discussion over whether it was appropriate to retain the 0845 number, accompanied by a suitably lengthy explanation of how this was actually cheaper for some, including those on the BT light user scheme. I looked into this with reference to the BT tariff that I was on at the time. I noted that the choice of which number was cheapest for me to use to contact Ofcom by telephone was far from straightforward, as it required consideration of the time and day as well as the expected duration of the call. (This was some time ago, so the detail may not be relevant now).
I responded reminding him that telcos may change their tariffs from time to time. This changes the relative cost benefit of using numbers in different groups and may cause the balance to switch over, or cause an equilibrium to be gained or lost (this is where the whole problem with 0845 and 0870 started).
Furthermore, it is an objective of Ofcom for different telcos to have different tariffs, differentiated to suit the differing needs of various consumers, so as to provide choice. My key point was that Ofcom's efforts to regulate the ensuing jungle must be sufficiently robust to accommodate these unavoidable facts of life.
One may question the extent of the responsibility of anyone (such as Ofcom, or even a local hairdresser) who publishes a telephone contact number. Should they consider only what they understand to be the interests of the majority of those likely to use it, even if this majority is perhaps only slender, based on unverifiable assumptions and likely to be affected by movements in the telephone tariff market? Is it fair to publish only one number and leave it to the SayNoTo0870 website to publish alternatives along with a clear and up-to-date explanation of the precise circumstances under which the alternative is preferable?
If the hairdresser publishes two numbers, their small box advert in the local paper may not provide sufficient space to fully explain which number any particular customer should use. Ofcom decided that it was best to disregard the interests of what it understood to be a minority by removing the 0845 number.
Some may find Matt's comments to me at the time to be interesting:
Quote:While some people will read our careful caveats about calling costs where these are set out in a more discursive FAQ, many more people are likely to be confused by too much information on the Complain to Ofcom landing page and plump for the number which 'looks cheaper' - typically, and mistakenly, the 0845.
I believe he intended to say that it was typically a mistake to see the 0845 number as being cheaper, rather than it being a mistake in all circumstances that was typically made.
(As Matt is no longer with Ofcom, these comments, in a private message, cannot be taken as representing the views of Ofcom.)
It may be that the cost/revenue balance now always favours geographic numbers for every caller and NGNs for the telcos and those who are called. I may need to be convinced that this is true now, and is likely to remain true for the foreseeable future. It certainly has not always been the case. I do not wish to engage in a debate about whether a particular minority group is significant or not.
In summary, I am sure that Ofcom was fully able to understand the complexities of the position. It has a difficult role, in that it must always recognise where the interests of the majority lie, but must not allow this to cause those of the minority to be disregarded. At the same time it aims to keep things as simple as possible. Most of the benefits of what Ofcom does must be delivered through competitive activity in a market, which it is required to promote, but cannot direct. It duties are far from easy to fulfil, but that is no excuse for failure.
I do not seek to defend the improper actions of Ofcom, nor to draw this, already off-topic, thread further away from the point at issue. I offer my own thoughts, but aim to share whatever I may have learned with those who seek to extend what they already know about how to get Ofcom to perform its duties properly.
My campaigning focus is restricted to the issue of public bodies levying "stealth" charges through use of premium rate (no quotes) numbers. NHS GP services is at the front of this, as even if the existence of the charge was declared and the level of the fee was found to be minimal, this would still be totally unacceptable.
David