UK Raises Financial Penalty for Silent Calls from Contact Centers

British call centers could face a fine of up to £2 million for making so-called "silent calls" where an outbound call is made by an automatic dialer where no customer care agent is available to then take the call. The new penalty is an increase on the current limit of £50,000, and will be introduced to more fully deter organisations that persistently make silent calls to consumers, following a widespread Government consultation.

Kevin Brennan, Minister for Consumer Affairs, said: "Consumers can be assured that the new fines are definitely more than a slap across the wrist for persistent offenders. I hope our decision will be a catalyst for better business practice, increasing customer loyalty and reducing operational costs for handling complaints."

The new higher penalty will provide the telecoms regulator Ofcom with a greater ability to deter and punish companies that ignore the guidelines in this area. In addition, Ofcom will be reviewing its ACS misuse guidelines to provide clearer advice to operators, benefiting both business and consumers.

This work follows commitments in the Digital Britain and Consumer White Papers to increase the maximum penalty for companies causing unnecessary harm to many consumers across the UK by making excessive silent calls. The new penalty will be amended as soon as possible in the Communications Act 2003 by statutory instrument.