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"Provide your customers with the same level of service you would expect to receive yourself. It can take years to win a customer, but only a second to lose one."
Eric Carson, Director of Rainbow

Rainbow Backs BT Campaign On Mis-Selling

Tuesday 29th September 2009

Rainbow Telecom, Northern Ireland’s largest independent telecoms provider, is backing a campaign by BT and the Trading Standards Institute calling on Ofcom to put an end to mis-selling in the telecoms marketplace.

However, the Belfast based company which has more than 5,000 business customers throughout the UK and Ireland and competes directly with BT Retail across the telecoms spectrum, doesn’t believe the mechanic proposed by BT Retail to tackle the problem is the best way forward.

Eric Carson, Director of Rainbow said:

“Mis-selling doesn’t just affect residential customers. We receive regular complaints from our business customers who have been approached by companies using unscrupulous selling techniques.

“While I back the BT Retail call to Ofcom to look seriously at the issue I don’t believe the system proposed, using PIN or PAC codes similar to those used in the mobile sector, is the best method of tackling the problem.

“Companies found guilty of mis-selling should be severely punished by Ofcom or Trading Standards. The PIN or PAC system would simply make it more difficult for people to switch and not tackle the issue at its base.”

According to Mr Carson:

“BT Retail currently enjoys an 80% monopoly of businesses calls and lines here in Northern Ireland unlike other areas of the UK were that figure is much lower. The PIN or PAC system would tighten BT Retail’s grip on the market further, stifling competition due to complexities in switching supplier.

“We should be making it easier for companies to switch not tying them in red tape.”

Mr Carson offered the following advice to consumers to avoid falling victim to mis-selling:

Be wary of people trying to sell over the phone
Ask for a copy of contract, checking closely the terms and conditions and full details of call rates before you agree to proceed
Alternatively ask to meet them face-to-face
Note time and date of call and request a copy of the call recording
Do not give details of your bank, telephone numbers etc unless you are fully satisfied that you have had the opportunity to read and fully consider the offer.

Rainbow Telecom was established in 1999 and is a wholly owned local company employing 40 people in its Northern Ireland office. Although it is an independent supplier, Rainbow Telecom enjoys the same level of access as BT Retail does to BT’s infrastructure and its 14,000 UK field engineers.