HC 636-i

Written evidence submitted by Dr Eilidh Whiteford MP [NTC 029]

I write to confirm that complaints from constituents with regard to ‘nuisance calls’ are a regular and ongoing feature of my postbag. These predominantly take the form of complaints about unsolicited sales or market research calls, or ‘silent’ calls, where an automatic dialling system has picked up on an alternative number. Most of these calls would appear to be associated with home improvement, home insulation, bad debt collection, insurance compensation claims, and PPI mis-selling claims. A proportion of these originate abroad, but many are clearly from companies operating within the UK.

My constituents inform me that being enrolled in the Telephone Preference Service is almost totally ineffective, since most canvassing companies simply ignore it. Advising the caller that the recipient is a member of the TPS usually produces a trite apology and an assurance that their number ‘will be removed from their files’ (which is often not the case as subsequent calls from the same company testify)-or else the caller simply hangs up immediately without further comment.

There is a perception that telecommunication providers are unwilling to take effective action to eliminate such unwelcome calls, given that they benefit from the revenues raised. Unfortunately, the element of competition does not create an incentive for service providers to take action either, presumably for the same reason. That, and the unwillingness or inability of the regulatory authorities to take effective enforcement action or impose stringent penalties means that the marketing companies are currently operating with impunity.

Some constituents report that this phenomenon has increased to the level where the majority of calls being received by them are such unsolicited nuisance calls. These not only cause inconvenience for my constituents, but for many with elderly or unwell friends or relatives who might have reason for concern, can also cause alarm or distress.

I would most certainly welcome any action which would allow my constituents the option of being excluded from receiving such calls, and the introduction of effective powers and penalties which the regulatory authorities might impose on offenders.

August 2013