Protecting the consumer is a key element to delivering switchover successfully. The programme will bring consumers into direct contact with retailers, digital service providers and aerial installers. Digital UK’s information campaigns, including TV, print and door-drops to every household as each region approaches switchover, together with information to local authorities and other agencies, will help most consumers make the change successfully.
Digital UK fully recognises that protecting consumers effectively throughout switchover can only be achieved by working in partnership with key professionals in the consumer protection and enforcement field. Trading standards officers will be key to protecting residents through the digital TV switchover.
It is likely that many of the consumer problems associated with the digital TV switchover will already be familiar. Raising awareness of potential switchover issues and the regional timetable amongst trading standards departments will help departments to prevent and tackle abuses in their communities, as well as ensuring the issue is incorporated in business planning.
Digital UK is developing specialist information for advisors on switchover which will contain details on the types of abuse as well as contacts for more information to assist with prosecuting a case. This will be available on the Digital UK website from Spring 2008. It will include further details on the ‘digital tick’ logo which has been developed as a certification mark to help consumers through switchover. This logo identifies products which are designed to work through switchover
Key Digital UK partners include:
- Consumer Direct, which is in the process of establishing specific switchover related codes to ensure calls to their network can identify switchover enquires by type and volume. Temporary codes are currently in operation.
- Camden Trading Standards acts as the Home Authority for Digital UK and follows up on Consumer Direct referrals to trading standard departments.
- In addition Digital UK work with the Trading Standards Institute, Local Authorities coordinators of Regulatory Services (LACORS) and the Office of Fair Trading team as well as consumer groups and charities.
Types of issue:
Misdescription of goods or services
Over-charging for goods and services or misdescribing equipment which does not work through switchover or does not deliver the functionality the buyer has requested.
Misuse of the 'digital tick' logo where the goods or services do not meet the certification mark criteria or the user does not hold the appropriate qualifications or falsely claims to be a member of a relevant organisation, e.g. RDI (Registered Digital Installer); CAI (Confederation of Aerial Industries)
Doorstep selling and Rogue Trading
Many doorstep traders are legitimately selling a service or product however residents may be subject to pressure selling techniques and find it difficult to turn the trader away.
Rogue traders may charge well above the commercial value of their product or service, the work they carry out may be unnecessary or of substandard. Some demand money upfront and then disappear. Those perpetrating the scenario are often prepared to travel widely to find victims and may use several identities.
Scams
Where a method is developed to deliberately cheat customers. Those perpetrating the scenario are often prepared to travel widely to find victims and may use several identities.
Where a company passes itself off as officially connected to or approved by Digital UK or the Help Scheme to sell services or extract payments; whether by advert; telephone; direct mail or cold calling.
Distraction burglary
Using digital switchover or the Digital Switchover Help Scheme as an opportunity to gain entry to somebody’s home, under false pretences, in order to commit theft.
Useful factsheets
Digital UK have put together some useful factsheets that are devised to prepare your residents for switchover, these can be found in the Documents.
