GoResponse Telephone Answering Service Staff

Nuisance call firm receives record fine

There is good news for the call centre industry after a nuisance call company received a fine of £400,000 from the Information Commissioner’s Office (ICO). Rogue companies set a bad example within the industry and undo much of the positive work that many telephone answering services conduct, and upstanding firms will be pleased to see such fines being handed out.

The fine was issued to Keurboom Communications Ltd after more than 1,000 consumers made complaints about automated and recorded calls. The contacts were made during an 18-month period and related to a variety of subjects, including PPI claims and road traffic accident compensation. Many people received repeat calls during unsociable hours, sometimes several times in one day. In addition, the firm also kept its identity hidden, making it more difficult for complaints to be made. Because Keurboom did not have specific consent from those it was calling, it breached the law.

ICO Head of Enforcement Steve Eckersley said: “Keurboom showed scant regard for the rules, causing upset and distress to people unfortunate enough to be on the receiving end of one [of] its 100 million calls. The unprecedented scale of its campaign and Keurboom’s failure to co-operate with our investigation has resulted in the largest fine issued by the Information Commissioner for nuisance calls.”

The fine shows just how important it is for call centres to do everything in their power to eradicate nuisance phone calls. For brands that follow the rules, news that a rogue firm has been penalised will be welcomed.

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