Mobile moans down as telecom watchdog shows its teeth

Mobile moans down as telecom watchdog shows its teeth

Consumer complaints about mobile phones and internet service providers (ISPs) have shown big falls in the first half of the year, suggesting a crackdown by communications regulators may be having some effect.

Figures published by the government-funded advice service Consumer Direct show that complaints about service agreements for mobile phones dropped by more than a third compared with the same period last year, while handest sales also caused far fewer headaches.

The figures follow action by regulator Ofcom to protect consumers from mis-selling of mobile phone services after a voluntary code failed to tackle the issue. New rules come into force in September but already seem to have cut complaints, particularly on cashback deals which were unduly restrictive. ISPs have also been told to give a truer picture of the broadband speeds they provide.

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But there was a near 40% increase in complaints over laptops, notebooks and tablet personal computers, perhaps reflecting the switch by consumers to equipment now as powerful as most desk-top hardware used to be.

In the used car business Arthur Daley is still alive and well: second-hand cars purchased from independent dealers - like the unscrupulous, if charming, character in the ITV series Minder - still provided the biggest volume of consumer problems. The Office of Fair Trading (OFT) is still so worried about the trade that in May it launched a new study to ascertain reasons for the high levels of dissatisfaction and consider whether existing consumer protection should be strengthened.

Overall, complaints to Consumer Direct are down 3% – although they still totalled more than 414,000 from 1 January

to the end of June. One in three complaints was about defective goods and one in four about substandard service.

The government's Business Link website today launched a new site providing advice for companies about consumer rights. Consumer minister Kevin Brennan said: "We want to empower consumers so that they are confident about their rights when buying goods and services in shops and via the internet ... fewer complaints are also good for businesses. That's why we are working with companies on the Know Your Consumer Rights Campaign to help them improve their knowledge of consumer rights too."

Michele Shambrook, operations manager at Consumer Direct said: "A large proportion of customers are complaining about defective goods, so its important that people know they have rights and may be entitled to claim free repairs, replacements or refunds."

Top 10 sources of complaints in first half of 20098

1. Second-hand cars purchased from independent dealers

2. Mobile phones (service agreements)

3. TVs

4. Mobile phones (hardware) 

5. Car repairs and servicing from independent garages

6. Lap-tops, notebooks and tablet PCs

7. Second-hand cars purchased from franchise dealers

8. Upholstered furniture

9. Women's clothing

10. Internet service providers 

Source: Consumer Direct

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