47% of adults 'very inconvenienced' by silent calls

Customers enjoy good service, detest offshore call centres and the silent treatment.

Perhaps next we could fine companies who employ people that cannot understand us as we do not understand them....

For now we can only celebrate action on firms which cause nuisance and distress to consumers through silent and abandoned calls who will face a new maximum fine of £2 million, Kevin Brennan, Minister for Consumer Affairs confirmed today.

OFCOM received over 6,500 complaints about silent calls in 2009.

The new penalty is an increase on the current limit of £50,000, and will be introduced to more fully deter organisations that persistently make silent calls to consumers, following a widespread Government consultation.

Silent calls are generated by call centres that use automated calling systems (ACS). In some cases the system dials more numbers than there are staff available to speak to the person who picks up the phone, resulting in a silent call.

Affairs, said:

"Companies who make nuisance calls by abusing automated equipment should face the consequences, which is why those who break the rules will be fined with a hefty penalty of up to £2m

Kevin Brennan, Minister for Consumer

"Consumers can be assured that the new fines are definitely more than a slap across the wrist for persistent offenders. I hope our decision will be a catalyst for better business practice, increasing customer loyalty and reducing operational costs for handling complaints."

The new higher penalty will provide the telecoms regulator Ofcom with a greater ability to deter and punish companies that ignore the guidelines in this area. In addition, Ofcom will be reviewing its ACS misuse guidelines to provide clearer advice to operators, benefiting both business and consumers.

This work follows commitments in the Digital Britain and Consumer White Papers to increase the maximum penalty for companies causing unnecessary harm to many consumers across the UK by making excessive silent calls.

The new penalty will be amended as soon as possible in the Communications Act 2003 by statutory instrument.