Sidetracking for a second, a complaint to the ASA is FAR quicker and easier
to lodge. An online form, and they investigate!
I confess I am unimpressed with the IC's complaints process. It appears to
me to be designed to deter work. But I am a cynical old scrote nowadays!
-----Original Message-----
From: C.B.Bayliss [mailto:[log in to unmask]] On Behalf Of Chris
Bayliss
Sent: Friday, January 09, 2004 11:18 AM
To: Tim Trent
Cc: [log in to unmask]
Subject: Re: IC's Complaints process
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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