Ofcom has published factsheets to help consumers know their rights regarding calls from companies.

Ofcom, the communications industry’s independent regulator and competition authority, has issued consumer guides that explain how victims can deal with silent calls, mis-selling and ‘slamming’ by companies over the phone – more complaints of which are received by Ofcom than for any other telecoms issue.

According to the organisation’s Consumer Experience report, complaints about silent calls have increased almost 30% in the last year, while objections about mis-selling and ‘slamming’ – when a consumer is switched to another provider without their knowledge – have increased over 75%.

Ofcom has already taken enforcement action against companies including Abbey National plc, Barclaycard and Complete Credit Management Ltd, for the amount of silent and abandoned calls they generated.

These are calls usually made by ‘diallers’, automated calling systems that dial telephone numbers for call centre staff, and which occur if there are not enough agents to handle all the calls.

Ed Richards, Ofcom Chief Executive, said: “The Consumer Experience report allows us to monitor how the consumer experience of the communications market is changing over time.  Satisfaction levels remain high but action against the scourges of slamming and silent calls remain priorities for Ofcom over the coming year.”

The report, however, also showed that consumers are intent on “seeking the best deal”. More people than ever before are using ‘bundle’ packages to pay for their TV, fixed-line, mobile or broadband services. Others are using price comparison websites to choose their suppliers, such as Ofcom-accredited Broadband Choices and SimplifyDigital.

The consumer factsheets addressing these issues can be found on Ofcom’s website: www.ofcom.org.uk