Users must be alert to mobile phone pitfalls

NINETY-THREE per cent of households in this country now have a mobile phone, many more than one. The forecast is that by next year mobile calls will outnumber fixed-line calls in the UK. However, many customers are clearly unhappy with their provider – in 2007-08 alone there were more than 100,000 complaints about mobiles.

In response to these concerns, Consumer Focus, the new independent consumer champion, has launched a public consultation on mobile phone problems which may lead to recommendations for changes in the rules and laws which govern operators in the UK.

It seems that those on low income often lose out on the best deals because many operators charge more if you use pay-as-you go, but there are also problems which affect everyone.

First of all, we need to ensure people are not persuaded to take out a contract which may be inappropriate. For instance, a contract might be unnecessarily costly for someone who wants a phone primarily for emergencies. Secondly, contracts are becoming ever longer – the number of pages they run to make them hard to compare.

Operators could also learn from the speed with which banks stop cards where there has been suspicious activity. Mobile theft is a major problem.

There can be extra charges for paper billing if someone does not have access to the internet.

Another big problem is that although calls from landlines to 0800 helplines are free, mobile calls are usually charged.

Mobile phones are big business – bringing in more than £15 billion each year in the UK alone. Mobile phone operators and the Government have to make sure that they give all their customers a fair deal.

You can contact me at mark@marklazarowicz.org.uk or at 5 Croall Place, Edinburgh EH7 4LT. Alternatively, contact Consumer Focus at www.consumerfocus.org.uk/mobilephones or at Mobile phone sector consultation, Consumer Focus, Artillery House, 11-19 Artillery Row, London SW1P 1RT, with your name and address.

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