On Fri, Jan 09, 2004 at 08:34:35AM -0000, Tim Trent wrote:
> I have been following with some interest a set of posts on the newsgroup
> news.admin.net-abuse.email [NANAE]with the title "UK Users: Tried the IC
> Complaints Process?"
>
> By the way, if you post there, have the wit (a) to mung [alter] your email
> address to make sure you don't get spammed, and (b) wear flame retardant
> underwear, because the people there do not take prisoners, even if you are
> polite. You are expected to be an expert there!
>
> The nub of the posts is that the IC does not care about complaints,
> especially when they relate to Spam.
This impression conveyed by their website is that they don't want you
to complain about spam at all.
The advice given is to try to reply to the email with an opt-out
request and complain if you are still getting emails. This is despite
the regulations generally requiring an opt-in.
The complaints process is then made difficult by presenting you with form
which must be printed off and filled in. The form is in PDF format, which
is not normally included on PCs by default and, if you are using a dial-up
line can take a very long time.
The form itself asks for unnecessary information and some of the
questions are in many circumstances impossible to answer. The form
then has to be posted with a copy of the email. This is time
consuming and expensive for whoever is complaining. The process
appears to be designed to discourage complaints.
It doesn't have to be like this. For example, the Telephone
Preference service has a simple web form to fill in for complaints.
> Has anyone on this list any experience directly relevant to the IC's
> handling of complaints, especially with regard to Spam? We already know
> that the IC's procedures ensure a fair chance is given to all complained
> against, but does that mean it lets them off the hook?
>
Most of them are off the hook already by the tactics used to
discourage complaints.
Chris Bayliss
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