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Silent Calls success at last

Ofcom has today imposed financial penalties on four companies under section 130 of the Communications Act 2003 (the “Act”). Penalty notices have been issued to Bracken Bay Kitchens Ltd, Space Kitchens and Bedrooms Ltd, Toucan Residential Ltd (formerly IDT Direct Ltd) and Carphone Warehouse plc, for contravening section 128 of Act by making an excessive amount of silent or abandoned calls.

Silent calls can occur when automated calling systems used by call centres generate more calls than the available call centre agents can manage. When the person called answers the telephone and there is no agent available, the automated calling system abandons the call. This can result in the person called experiencing silent on the line when they answer the telephone.

Ofcom has imposed the following penalties:

Space Kitchens £45,000
Bracken Bay Kitchens £40,000
Carphone Warehouse £35,000
Toucan £32,500

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R v SUSSEX JUSTICES ex p McCARTHY [1924] 1 KB 256

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