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.
[...] received this interesting comment earlier today. It is in reply to this post about consumer issues in the UK mobile industry: The phrase “work with Ofcom” is disappointing, [...]
A year ago consumer focus decided to protect the consumer regarding mobile phones. What have they achieved since then?
1, “Responded to several Ofcom consultations.” So have I and most people who read this site. I gave up as they never published or took into account any of my comments.
2,”Consumer Focus is supportive and encouraging of Ofcom’s commitment to extensive stakeholder engagement.” I will sleep better at night knowing that.
3,”publication of clear, accessible, comparable quality of service information to consumers”. They are called forums, we already have them. Making providers be honest and clear with their pricing and terms and conditions would be more use. Notice the word “making” not asking Ofcom to look at it.
4,”Ofcom’s proposed work around consumer protection from harm and unfair practices” and “Consumer Focus urges Ofcom to prioritise this work and will welcome engagement with any reviews of current regulations that take place.” Consumers have had years of cash back scams, providers changing contracts and price plans mid-term, unenforcable codes of practice, biased ADR schemes etc Ofcom have failed to make a dent in any of these practices in 7 years. Do consumer focus believe a letter from them to Ofcom will make a difference?
5,”Finally, Consumer Focus looks forward to maintaining a positive working relationship with Ofcom, continuing to liaise on relevant pieces of work and building on existing channels of information sharing where possible.”
Audrey Gallacher – comnpanies are set up to make money not be nice to consumers. Legislation ensures consumers are treated fairly. If neither Ofcom nor Consumer focus are capable of legislation, maybe another quango needs to get involved?
I see the market (through OFCOM’s help) has become significantly more competitive than it was in 1985.
Then there were 2 mobile telephone networks now there are 5.
Then cellular handsets were £2k+ now they are £20 or FREE
Then line rental was the only option now we have pay as you go.
Min monthly charge was £25 + VAT with no free minutes, itemisation or roaming and now ….
Take a bow OFCOM as you can’t be criticised for how cellular has developed in the UK