Latest update on Text Relay Overcharging Fiasco

27 Oct 2011

TAG was concerned to note that a small number of communications providers may have charged their customers the full cost of Text Relay calls as billed by BT.

Ofcom has pointed out that passing on this charge to subscribers is a breach of General Condition 15 which requires communications providers to give subscribers access to an approved text relay service. Charges for this service must be no more than the equivalent price of a regular call made without the use of a relay service. General Condition 15 also requires communications providers to apply a special tariff scheme for users of text relay services which is designed to compensate subscribers for the additional time it takes to make relay calls. Only relay services approved by Ofcom are suitable for the purposes of the General Condition.

TAG has been assured that Plusnet and Orange have apologised and refunded the affected customers.

Primus has amended the text on its website to say that Text Relay is available at no extra charge.

TM Solutions has not charged premium rates for relay calls but was not giving rebates. This has now been rectified.
 
Ofcom has arranged for a notice to be published in the Interconnect Bulletin which is sent to all communications providers that interconnect with BT