‘Caller ID’ services must now be free to combat nuisance calls

It’s now illegal for mobile, phone and broadband companies to charge you for ‘Caller ID’ services - which display the number of incoming calls – as Ofcom’s new consumer-protection rules come into effect.

The regulator’s “strengthened” rules, implemented on 1 October, aim to protect people from nuisance calls, and make it easier to punish those responsible. They will be added to Ofcom’s General Conditions of Entitlement, which sets core standards for how companies should interact with customers.

In addition, companies must now make sure that the numbers shown on Caller ID are valid – and allow you to call it back.

They must also “take steps” to identify and block calls that come from invalid numbers (as many nuisance calls do), so they don’t reach people in the first place. However, some internet service providers have warned that they may need to raise prices to fund free Caller ID services.

As well as tackle nuisance calls, Ofcom wants companies to improve how they deal with complaints. The tougher code forces firms to “ensure that customer concerns are dealt with promptly and effectively”.

They must also keep customers informed “about the progress of their complaint”, and also offer “faster access to disputeresolution services in cases where the matter cannot be resolved”.

As part of this improved service, companies must make it easier for customers to cancel their contract, including by phone, email or online chat. They must also stop offering incentives to customer-service staff that encourage “poor behaviour” when they try to persuade customers to stay.

‘Vulnerable’ customers get greater protection too. Companies must start identifying these customers, described by Ofcom as “people with learning or communication difficulties or those suffering physical or mental illness or bereavement”, to make sure they are treated fairly. For example, ISPS must prioritise repairing faults suffered by disabled people.