TalkTalk in Trouble Again

Paul_Varjak

Own-initiative investigation into TalkTalk Group concerning compliance with General Condition 4 (Emergency Calls)

CW/01068/03/11

Complainant: Ofcom own-initiative investigation
Investigation against: TalkTalk Group plc
Case opened: 21 March 2011

Issue: Access to Emergency Call Numbers and the provision of caller location information

Relevant Instrument: General Condition 4 (emergency calls) of the General Conditions of Entitlement.

Under GC4 TalkTalk Group is required to ensure that its customers can access Emergency Organisations by using emergency call numbers.

TalkTalk is also required, to the extent technically feasible, to make Caller Location Information for all 999 and 112 calls available to the Emergency Organisations handling those calls.

Ofcom considers the provision of Caller Location Information by Communications Providers to Emergency Organisations to be of vital importance. Ofcoms investigation will examine whether TalkTalk Group is compliant with the requirements of GC4.

Case Leader: Paul Dean (email: paul.dean@ofcom.org.uk)
Case Reference: CW/01068/03/11

Heinz

I don't whether Talk Talk fails to guarantee its customers access to 999/112 or whether it fails to provide the emergency services with CLI information (or both) but, either (or both) must be the most serious complaint that can be levied aganst a provider.

Paul_Varjak

Heinz wrote: »

I don't whether Talk Talk fails to guarantee its customers access to 999/112 or whether it fails to provide the emergency services with CLI information (or both) but, either (or both) must be the most serious complaint that can be levied aganst a provider.

I was unsure when I read it too! But if TalkTalk does fail to provide a 999/112 service to some customers that is very very serious.

I know that Kingston Communications, at one time, refused to provide details of phone numbers on calls to emergency services. Humberside Police were not happy about it at all.

jizadine

I think this is more to do with providing correct location information of caller to emergency services if caller is unable to make verbal contact...

diamonds

^correct, this must not be withheld at network level on emergency calls

Paul_Varjak

Own-initiative investigation into TalkTalk Group concerning compliance with General Condition 4 (Emergency Calls)



CW/01068/03/11
Complainant: Ofcom own-initiative investigation
Investigation against: TalkTalk Group plc (TalkTalk)
Case opened: 21 March 2011
Investigation closed: 19 April 2011
Issue: Access to Emergency Call Numbers and the provision of Caller Location Information
Relevant Instrument: General Condition 4 (emergency calls) of the General Conditions of Entitlement.
On 19 April 2011 Ofcom issued a Notification to TalkTalk under sections 94 and 98 of the Communications Act 2003. The Notification sets out that there are reasonable grounds to believe that TalkTalk has failed to make Caller Location Information for all 999 calls available to the Emergency Organisations handling those calls.
The Notification therefore requires TalkTalk to take the following actions by 10 May 2011:
1. to complete the audit that it is currently undertaking (including the appropriate implementation of any findings and recommendations that arise from that process) to ensure that TalkTalks Caller Location Information reflects the correct location at which TalkTalks services are being provided to its customers; and
2. to ensure that its future arrangements in relation to Caller Location Information (for new and existing customers) enable TalkTalk to comply with its obligations under GC 4.2.
TalkTalk may make any relevant representations to Ofcom about the matters contained in the notification and explanatory statement by 10 May 2011.
Ofcom has reasonable grounds to believe that this is an urgent case and it is therefore appropriate to require these actions to be completed sooner than the normal deadline (which would be one month after a Notification is issued).
Ofcom will monitor TalkTalks compliance with this Notification. If TalkTalk fail to take all reasonable steps to comply with the Notification by 10 May 2011 Ofcom will consider whether further enforcement action, including a penalty, is required.
A non-confidential version of the Notification is currently being prepared and will be published shortly.

Paul_Varjak

http://stakeholders.ofcom.org.uk/enforcement/competition-bulletins/cases-in-compliance/cw_01068/?utm_source=updates&utm_medium=email&utm_campaign=cw_01068