Asked by: Liam Fox (Conservative - North Somerset)
Question to the Department for Digital, Culture, Media & Sport:
To ask the Secretary of State for Culture, Media and Sport, what the outcomes were of his recent meetings with BT's Head of Customer Care in relation to (a) billing, (b) transparency around charges, (c) customer care and (d) other issues that were discussed at that meeting.
Answered by Lord Vaizey of Didcot
BT have madea public commitment to answer at least 80% of calls in the UK by the end of 2016. They also have planstoinvestin new tools for call centres and customers over the next 18 months to make it easier to get help; ensurethat customers with complex issues have a UK-based case handler; work to simplify bills and charges; and to increase the UK capacity in its call centres in the evenings and at weekends. I shall be watching their progress with interest, as I am sure will be my Rt Hon friend.