Nuisance Phone Calls

Dai Havard Excerpts

Thursday 28th February 2013 Westminster Hall

[Several hon. Members]

rose—

[Mr Dai Havard (in the Chair)]

Order. About half a dozen hon. Members want to speak, and so that Front-Benchers will have time to contribute properly I ask that speeches be kept to about six minutes, to give everyone a reasonable chance.

--- Later in debate ---

[Mike Crockart (Edinburgh West) (LD)]

It is a pleasure to serve under your chairmanship for the first time, Mr Havard, and I, too, thank the hon. Member for Vale of Glamorgan (Alun Cairns) for securing this debate.

I should start by declaring an interest that has already been mentioned. For the past six months, I have been running a “no to nuisance calls” campaign with The Sunday Post in Scotland. In that time, we have secured about 20,000 signatures on a petition, which I presented to Downing street two weeks ago. Nevertheless, the number of signatories is still growing, and I am sure that it will grow in the aftermath of this debate.

As a brief aside, I am also in the process of forming an all-party group on nuisance calls. Many Members will already have received an invitation to join me in that group, and I ask anyone else who wants to join to contact me.

The overwhelming response that I have received to the campaign is a clear demonstration of how strongly people feel about nuisance calls, and by nuisance calls I mean unwanted live marketing calls, as well as silent calls, abandoned calls, spam texts and recorded messages. My constituents have contacted me in great numbers to share with me their stories of unscrupulous callers, as well as to complain about the companies that pester them day in, day out. Indeed, only yesterday, I discussed this issue with a colleague, whose young children now shout, “It’s PPI,” whenever they hear the phone ring. Clearly, we are a country under siege and something has to change.

I have not come to Westminster Hall today with an exact proposal about what structures should be changed, what legislation should be amended, what Department should be responsible or even what powers are missing, although I hope that the proposed all-party group will look at those issues. However, what is clear from talking to Ofcom, the Information Commissioner’s Office, BT and Ministers is that absolutely no one thinks that the present system is working. So of all the potential solutions to this problem, doing nothing is not one of them, but neither is working more collaboratively, which I fear is where the Minister is heading. Consequently, I welcome the opportunity that we have today not only to discuss the problems, but to highlight some of the work that has already been done to address them and to agree a way ahead.

I want to quote a couple of short paragraphs from those who have signed my petition. First, one signatory said:

“You just can’t get through to these people to stop hassling you. I get phone calls when I’m driving, eating, working, even in the shower.”

It is unclear whether he actually had his phone in the shower with him. He went on:

“They ring day after day and won’t take ‘get lost’ for an answer. You ask them to take you off the database and they don’t.”

Another signatory said:

“I am signed up to the TPS, but am fed up with calls from PPI firms, car warranty companies who seem to have access to my name and type of car, “Microsoft” callers...and silent calls. Time to ban these. I don’t need to claim PPI, have never had an accident, don’t need to sort out my pension or anything else they phone about.”

Those two responses are fairly typical of the comments that we have received.

Nuisance calls, spam texts and other forms of unsolicited contact are an annoyance for most people, but as has already been said, for many vulnerable and elderly people, they are also a menace, and one that puts them at risk of fraud just as much as though a crook or a pushy salesman turned up at their door. So I want one single, simple point of contact—a regulator—to take in all forms of unsolicited contact, and a single, simple point of contact for any individual who wishes to protect their privacy from unwanted calls, texts and faxes.

Ofcom has recently attempted to make it clearer to consumers how they should make a complaint if they are bothered by nuisance calls. When I heard about that, I imagined a small A5 or even A6 guide that I could keep next to my phone for when the inevitable call came, perhaps something like the document that I am holding now, which I compiled for constituents in Edinburgh West, to put on the inside of their doors in case they were confronted by unwelcome cold callers. Instead, I found this document—[Interruption.] I cannot imagine a better example of why reform is so badly needed.

There should be a simplified, single regulator with a single point of contact. The public seem to have the appetite for that. The current web of regulations allows companies constantly to find new ways to contact people who have opted out of receiving such information. The Minister has said in meetings that we need to give consumers greater clarity, so that they know who to turn to, but putting the responsibility on consumers is unacceptable when the regulations are such a maze.

Far from the situation outlined by other hon. Members, the ICO has begun to show its teeth. It issued fines for cold calling to three companies for the first time a couple of weeks ago. Last year, the first fines were issued for spam texts for a company that was part of the growing industry that texts numbers to promote PPI and personal injury claims. The ICO is doing much more, with a few initiatives in the pipeline, including working with global phone companies to agree a memorandum of understanding to allow information to be shared, as it has already done with the claims management regulator, and considering intervention points relating to personal data—all the points at which data from someone who, for example, completes a survey while shopping online are used. Working together, regulators can trace the data from the start to the end of the process. That will give a better understanding of where the intervention points are and will highlight any gaps in legislation. There is also an investigation into what changes need to be made in terms of data protection, to allow the ICO to use complaints collected by consumer groups, such as Which? and citizens advice bureaux, rather than having to collect individual complaints.

People throughout the UK are worried about nuisance and silent calls and spam texts. We have an opportunity soon, in the Communications Bill, to make significant inroads into dealing with this problem, but only if the Minister is prepared to be bold and act in consumers’ interests. I hope that we will hear from him about bold intent and not merely timid tinkering at the edges.

[Mr Dai Havard (in the Chair)]

Unfortunately, Mr Crockart, we will not be able to write your visual aid into the record. That is not possible, even with modern technology.