By Russ on October 23rd, 2009
Consumer Focus: UK mobile too consumer unfriendly…
We received the following update from Audrey Gallacher of Consumer Focus:
Consumers love their mobiles but when it comes to finding the best deal, they face an overwhelming range of tariffs and patchy information. This means they often cannot choose the best match to their needs, an investigation by Consumer Focus reveals today.Two thirds of respondents to an online survey commissioned by Consumer Focus said there are too many mobile tariffs in the marketplace; three quarters think they should be able to access essential services from a mobile at the same rate as from a landline; and half are unsure whether they would be charged for calling an 0800 number from their mobile.Audrey Gallacher, telecoms expert at Consumer Focus said: ‘Millions of people now depend on their mobiles to access an ever growing range of services, yet many have no idea if they are getting good value for money.‘With 1.3 million deals on the market and packages offering different allocations of voice minutes, text messages and data allowances as well as bundled deals, it is no wonder consumers are bewildered. As a result, people often end up signing up for an unsuitable package and overspending.‘Even when consumers shop around for the best deal, the true picture is muddled by ‘hidden’ costs such as charges for accessing voicemail, for itemised paper bills or for special rate numbers such as 0800 and 0845.’Consumer Focus has identified complex tariffs, poor price transparency and quality of service as key consumer concerns and will work with Ofcom, mobile operators and other organisations to help tackle them. Gaps in mobile network coverage have also been identified as a further pressing problem for consumers, and Consumer Focus plans to support the Communications Consumer Panel in this area.
(Source)
The phrase “work with Ofcom” is disappointing, I thought Consumer Focus would actually be doing something to improve matters for the consumer.
I was one of 67 people who commented directly to consumer focus, none of my real issues were included in their report.
After using the ADR scheme 3 times I can think of nothing positive about removing my right to legal action until it the ADR scheme has run its course, last time against vodafone the ADR scheme took 28 months to offer my £30. This biased pointless scheme should be scrapped.
No mention about providers changing the contract conditions mid-term, no mention of changing price plans mid-term, no mention of falsely adveretising a service they are unable to provide. The standard answer for any of the above is “you are bound into a contract, there is nothing you can do”.
Dispite listing the problems, Consumer Focus offers no solutions other than talking to Ofcom and providers. Better than Ofcom’s pretending everythings great but still no cigar.
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