andMr. O'Dea asked the Minister for Posts and Telegraphs if he is aware that the billing telephone method used by his Department has caused public disquiet; his plans, if any, to change this system or, at least, to change the manner in which a subscriber's bill is explained to him by his Department; and if he will make a statement on the matter.
Ceisteanna—Questions . Oral Answers . - Telephone Accounts System .
12.
: I am not aware that the method of billing has given rise to disquiet. However, ways in which the presentation of the bill could be improved and subscribers given a better understanding of how the bills are made up have been receiving on-going consideration. A leaflet explaining the make-up of telephone bills was issued with the recent quarterly accounts. Other improvements such as giving meter readings, the date of meter readings and the destination of calls made via the operator are being examined and, if found to be practicable, will be introduced later this year. The possibility of giving details of metered trunk calls is also being explored and may be implemented on a pilot basis towards the end of this year at an appropriate fee to cover the costs involved.
: The Minister must be aware that the billing system is a cause of major disquiet to consumers. Will he inform the House if there has been any progress with regard to providing a two-monthly billing system rather than the quarterly bills now being issued? Such bills are very large due to recent increases and people find it difficult to remember the telephone calls they have made. The present system is causing disquiet and it requires an immediate overhaul.
: The Department have no plans to introduce a system providing for bills every two months. To improve the understanding of the billing system, reporters from the national press and RTE were invited in January last to inspect the system. A number of "open days" were launched throughout the country where the general public were given an opportunity to study the system.
: Is the Minister seriously telling the House he is not aware that the problem of overcharging of telephone accounts is the cause of much worry? Deputies are aware of the situation because they are getting an enormous number of inquiries on this point. I had not intended to intervene on this question but I was amazed that the Minister does not seem to be aware of the extent of the problem. I suggest to him that he would commit himself today to ensuring an improvement in the area of overcharging. What advice will he give to subscribers who receive bills for extremely large amounts? Should they pay the bill and claim a refund, or should they dispute the amount there and then?
: The number of mistakes is in the region of 2 per cent — 98 per cent of the accounts are correct but I am not satisfied that even 2 per cent should be incorrect. The general aim is to improve the system so that we reduce that percentage. Most of the bills are calculated by computer: it is not the computer that makes a mistake but the information fed into it may be incorrect.
: Will the Minister inform the House of the progress made regarding the provision of private meters for people who are worried about their bills? That scheme had been under way.
: From the beginning of next month supplies of new private subscriber meters will be available for installation on the customer's premises. A connection fee of £11.50 will be charged and the quarterly rental will be £5.83.
: That is double the amount I thought it would be.
: When a person makes a long distance call through the exchange, will the Minister explain if the operator is required to take the caller's number and ring back? The Minister will agree that it is accepted in his Department that a number of people are giving false numbers and that the bill is charged to an innocent party who did not make the call. If the operators are instructed by the Department to call back in all cases, why is this not done?
: When a subscriber books a call of the kind mentioned by the Deputy it is the practice of the operator to ring back. However, if the operator is under severe pressure there may not be an opportunity to do this. In most cases the operator rings back.
: Could the Minister say what redress the subscriber has if someone else's call is charged to him because a person gave his number which was not correct?
: The Deputy cannot except me to answer that question.
: Does the Minister not think that that would be some safeguard to the public? This is a scandalous situation. The Department do not care and are sending out bills asking people to pay for calls for which they are not due.
: Deputy Reynolds, for a final supplementary question.
: The Minister treated that too lightly.
: Arising from an earlier reply from the Minister, we will not find Deputies on this or on his own side who would not agree that there is public disquiet about the number of errors.
: I gave the Deputy permission to ask a question.
: Would the Minister please tell me what number of accounts are under dispute with his Department at the moment?
: Does the Deputy mean what percentage of the total?
: What number? Is it 5,000 or 10,000?
: Not at all. A hard core somewhere in the region of 200 or 300.
: Is the Minister stating here that there are only 200 or 300?
: The Deputy asked a question and received an answer. The Chair is now passing on to Question No.13.
: If the Deputy would put down a question, I will answer it in detail.
: If he does, it will not be 200 or 300. It will be nearer to 10,000.
: It is nearer 20,000.
: Order, please.