Complaints Regarding Roaming Data Charges

Summary

A request was made to the Office of Fair Trading for five years of monthly complaint data regarding roaming data charges and advertising from Manx Telecom and Sure. The authority confirmed that all requested information was held and sent to the applicant.

Key Facts

• The request was received by the Office of Fair Trading on 2019-09-23.
• The response was issued on 2019-10-18 with the outcome 'All information sent'.
• The request covered complaints from Manx Telecom and Sure over a five-year period.
• The data requested included breakdowns by month regarding roaming costs, unfair charges, and advertising clarity.
• The response letter indicates the information is appended to the letter.

Data Disclosed

• 2019-09-23
• 2019-10-18
• 970357
• 5 years
• 4 pages
• 1 document

Original Request

To whom it may concern, Please can you provide the following information: 1) The number of complaints over the last 5 years, broken down by month, by telecommunication provider, which relate to the cost of data roaming. By telecommunication provider I mean either Manx Telecom or Sure, as they are commonly known. By complaints relating to data roaming charges I mean any complaint that relates to either the level of charges imposes while using data off island, the way data usage is calculated while using roaming data, receiving unexpected charges due to the use of roaming data or any other complaint which is obviously related to the use of roaming data. 2) The number of complaints over the last 5 years, broken down by month, by telecommunication provider, which are regarding charges due to the use of roaming data where the individual making the complaint felt that the charges were unfair as the telecommunication provider had not made it clear how data roaming is charged. By telecommunication provider I mean either Manx Telecom or Sure, as they are commonly known. 3) The number of complaints over the last 5 years, broken down by month, by telecommunication provider, which relate to the advertising of charges for usage. By telecommunication provider I mean either Manx Telecom or Sure, as they are commonly known. By complaints relating to the advertising of charges I mean any complaint that relates to unclear, vague, misleading or ambiguous advertising of the costs involved in usage or any other complaint which is obviously related to the advertising of usage charges.

Data Tables (2)

Full Response Text

Freedom of Information Co-ordinator Office of Fair Trading Thie Slieau Whallian Foxdale Road, St John's, Isle of Man, IM4 3AS Telephone: (01624) 685854 Fax: (01624) 686504 email: iomfairtrading@gov.im

Our ref: 970357 18th October 2019

Dear ###,

We write further to your request which was received on the 23rd September 2019 and which states:

"To whom it may concern, Please can you provide the following information: 1) The number of complaints over the last 5 years, broken down by month, by telecommunication provider, which relate to the cost of data roaming. By telecommunication provider I mean either Manx Telecom or Sure, as they are commonly known. By complaints relating to data roaming charges I mean any complaint that relates to either the level of charges imposes while using data off island, the way data usage is calculated while using roaming data, receiving unexpected charges due to the use of roaming data or any other complaint which is obviously related to the use of roaming data. 2) The number of complaints over the last 5 years, broken down by month, by telecommunication provider, which are regarding charges due to the use of roaming data where the individual making the complaint felt that the charges were unfair as the telecommunication provider had not made it clear how data roaming is charged. By telecommunication provider I mean either Manx Telecom or Sure, as they are commonly known. 3) The number of complaints over the last 5 years, broken down by month, by telecommunication provider, which relate to the advertising of charges for usage. By telecommunication provider I mean either Manx Telecom or Sure, as they are commonly known. By complaints relating to the advertising of charges I mean any complaint that relates to unclear, vague, misleading or ambiguous advertising of the costs involved in usage or any other complaint which is obviously related to the advertising of usage charges."

The highlighting above has been applied by the OFT to indicate the substantive parts of your questions in order that they may be compared to the information supplied. Response The information that we hold in relation to your questions is appended to this letter.

Please quote the reference number 970357 in any future communications.

Your right to request a review

If you are unhappy with this response to your freedom of information request, you may ask us to carry out an internal review of the response, by completing a complaint form and submitting it electronically or by delivery/post.

An electronic version of our complaint form can be found by going to our website at https://services.gov.im/freedom-of-information/Review . If you would like a paper version of our complaint form to be sent to you by post, please contact me and I will be happy to arrange for this. Your review request should explain why you are dissatisfied with this response, and should be made as soon as practicable. We will respond as soon as the review has been concluded.

If you are not satisfied with the result of the review, you then have the right to appeal to the Information Commissioner for a decision on; 1. Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act 2015; or 2. Whether we are justified in refusing to give you the information requested.
In response to an application for review, the Information Commissioner may, at any time, attempt to resolve a matter by negotiation, conciliation, mediation or another form of alternative dispute resolution and will have regard to any outcome of this in making any subsequent decision. More detailed information on your right to a review can be found on the Information Commissioner’s website at www.inforights.im. Should you have any queries concerning this letter, please do not hesitate to contact me. Further information about freedom of information requests can be found at www.gov.im/foi.

I will now close your request as of this date.

Yours sincerely

Manx Telecom Sure Cost/use of data roaming Data roaming charges not made clear Advertising of usage charges Cost/use of data roaming Data roaming charges not made clear Advertising of usage charges Sep-14

1

Oct-14

1

Nov-14

1 1

Dec-14

Jan-15

1

Feb-15

Mar-15

Apr-15

May-15

Jun-15

Jul-15

Aug-15

Total over preceding 12 months 0 1 0 3 1 0 Sep-15

Oct-15

Nov-15

Dec-15

1

Jan-16

Feb-16

Mar-16

Apr-16

May-16

Jun-16

Jul-16

Aug-16

Total over preceding 12 months 0 0 0 0 1 0 Sep-16

Oct-16

Nov-16

Dec-16

1 Jan-17

Feb-17

Mar-17

Apr-17

May-17

Jun-17

Jul-17 1

Aug-17

1

Total over preceding 12 months 1 1 0 0 0 1 Sep-17

Oct-17 1

Nov-17

Dec-17

Jan-18

Feb-18

Mar-18

Apr-18

May-18

2

Jun-18

Jul-18

Aug-18

Total over preceding 12 months 1 0 0 2 0 0

Manx Telecom Sure

Cost/use of data roaming Data roaming charges not made clear Advertising of usage charges Cost/use of data roaming Data roaming charges not made clear Advertising of usage charges Sep-18

1 1

Oct-18 1

Nov-18

Dec-18

Jan-19

Feb-19

Mar-19

Apr-19

May-19

Jun-19

Jul-19

Aug-19

Total over preceding 12 months 1 0 1 1 0 0 Total over preceding 5 years 3 2 1 6 2 1