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Tackling abandoned and silent calls
Proposals will eliminate repeat silent calls.
The 2010 regulatory statement, Tackling abandoned and silent calls, replaces the 2008 regulatory statement as Ofcoms current policy position on the persistent misuse of an electronic communications network or service (for which making abandoned and silent calls is one example of)
In this section
Open letter to ACS users
(124 kB)
21 May 2012
Tackling abandoned and silent calls
Statement published 01|10|10
Tackling abandoned and silent calls
Consultation
Revised statement of policy on the persistent misuse of an electronic communications network or service 2010
(208 kB)
Section 3 specifically refers to our guidance regarding persistent misuse by making abandoned and silent calls. It sets out our policy with regards to the Abandoned call rate; The timing and content of information messages played in the event of an abandoned call; Unanswered calls; The ‘24’ and ‘72’ hour policy’s; Caller Line Identification (CLI); Marketing; and Record management. It is Annex 1 in the 2010 regulatory statement
Consultation Document
Tackling abandoned and silent calls
(826 kB)
Full Print Version
Consultation Annexes & Associated Documents
Open letter to ACS users
(109 kB)
20 December 2010
Ember analysis
(225 kB)
The guidance by Ember Services Limited (Ember) was commissioned by Ofcom January 2010 as part of its work on abandoned and silent calls and specifically to study the impact of various options to address repeat silent calls. The findings formed part of the preliminary research behind the consultation entitled “Tackling abandoned and silent calls” published on 01/06/10 and set out above. The resulting analysis should be considered indicative only and is not meant to be representative of the entire industry.
Analysis of Silent Calls: Mott MacDonald
(317 kB)
This report was commissioned by Ofcom to analyse the drivers, patterns and key factors relating to the prevalence of silent calls. The analysis was based on a review of a sample of complaints to Ofcom and external data on silent calls. It is included as an annex within the consultation document
Statement, Annexes & Associated Documents
Tackling abandoned and silent calls
(407 kB)
Full Print Version
Consultation is now closed
Consultation Dates
Start date: 01 June 2010
End date: 27 July 2010