Viewers and listeners in the UK have long enjoyed a rich heritage of broadcasting and quality programming.

But sometimes you may see something on TV – or hear a programme on radio – which you find offensive or think is harmful.

Every time Ofcom receives a complaint from a viewer or listener, we assess it under the Broadcasting Code to see if it needs further investigation.

The Code sets standards for television and radio shows and broadcasters have to follow these rules.

Broadcasting Code

These rules not only cover harm and offence, but also other areas like impartiality and accuracy, sponsorship and commercial references as well as fairness and privacy.

For example, the Code has rules on what can be screened on TV before the 9pm Watershed.

If we find a programme has broken these rules, then it will be found in breach of the Code and Ofcom will publish this decision.

In very serious cases, we will consider further action (e.g. fining a broadcaster).

Complaints

It is not possible for us to list every complaint we have received – but here is a list in alphabetical order of those programmes that received more than 10 standards complaints last week. (We do not include fairness and privacy complaints in this list.)

Audience complaints – Tuesday 8 May 2012 to Monday 14 May 2012[PDF 23kb]

Ofcom assesses all the broadcast complaints it receives, but will only investigate those which may raise issues under the Code.

Just because we have received complaints about a programme does not mean that there is a problem or Ofcom is investigating the matter.

Also, the number of complaints we receive is not an indication of how serious an issue is.

Audience complaints achive

Broadcast bulletin

There may be occasions where we have received complaints about a programme but it is not appropriate to publish it here.

Every fortnight Ofcom publishes its Broadcast Bulletin. This includes the latest decisions about the complaints we’ve received.

If you would like to learn more you can read our current Broadcast Bulletin.

Mystery shopping to check compliance with Ofcom’s Voluntary Code of Practice on Broadband Speeds has revealed that information provided to consumers by internet service providers (ISPs) has improved but has also identified areas where further work is needed.

Introduced in December 2008, the Code helps ensure that consumers are aware of the likely broadband speeds they can get on their line from an ISP before signing up to a service.

A strengthened Code came into force in July 2011, through which ISP signatories have committed to give maximum speed estimates in the form of a range as early as practicable in the sales process.
The research shows that in 93 per cent of telephone enquiries made by mystery shoppers, an estimate of the broadband speed was given by the provider, and in 72 per cent of cases an estimate was given in the form of a range.

Prompting sales agents for speed information

The research has highlighted particular areas where ISPs need to improve.

For example, some sales agents had to be prompted by mystery shoppers to provide speed estimates, despite the Code requiring that this information should be volunteered as early as possible in the sales process.

Overall, speed estimates were provided without prompting from the mystery shoppers in 59 per cent of all calls.

Providers who were most likely to give callers an estimated speed without prompting were Sky (72 per cent of cases), Karoo (76 per cent) and Plusnet (67 per cent).

TalkTalk (47 per cent of cases) and BT Total Broadband (48 per cent) were significantly less likely to provide a speed estimate without prompting from the caller.  

Following discussions with Ofcom, both BT and TalkTalk have agreed to address this issue by amending their staff training and sales processes.

Better broadband speeds information

As a result of the mystery shopping research, Ofcom has taken action to further improve broadband speeds information for consumers, including:

• having ongoing discussions with ISPs about the information that their telephone sales agents provide to consumers and how this could be improved;
• making clear to ISPs that the Code’s requirement of providing information on speeds as early as possible in the call should be adhered to by ensuring that sales agents offer a speed estimate early in the conversation; and
• updating consumer guides on choosing a broadband provider and broadband speeds to help consumers ask the right questions before signing up to a new service or switching provider.

The Code was last updated in 2011 and Ofcom will carry out a further review over the next year to ensure that it is still appropriate for consumers’ needs.

Ofcom will also conduct further mystery shopping research next year to check whether improvements in compliance have been made.

Claudio Pollack, Ofcom’s Consumer Group Director, said: ‘It is vital that as the choice of broadband services expands, UK consumers get the best possible information when choosing a broadband provider.

‘Our mystery shopping shows that, while consumer information about broadband speeds has improved in important areas, there is still more to be done.

‘We are working with internet providers to improve information that consumers receive when they sign up to a new service and will continue to monitor this area closely.’

Price comparison sites

When buying a broadband service from an ISP that is signed up to the Code, consumers should ensure that they get a speed estimate and should know their rights to cancel a contract if speeds are significantly below that estimate.

Ofcom encourages consumers to seek information about broadband services before they choose a provider. Consumers can also use Ofcom-accredited price comparison sites to compare prices between broadband packages. These are Simplify Digital, BroadbandChoices, Broadband.co.uk and Cable.co.uk.

Read Ofcom’s mystery shopping research

As well as mystery shopping research, Ofcom regularly publishes research into the actual speeds delivered by individual ISPs.

Switching from one mobile phone provider to another is quicker and easier than it’s ever been.

But if you’re thinking of switching don’t assume that you’ll automatically enjoy the same coverage.

The strength of a mobile signal varies depending on where you live and which provider you choose.

So, just because you enjoy a strong signal with your current provider doesn’t mean that a competitor will necessarily provide the same coverage.

Signal problems

However, an Ofcom guide explains the practical steps you can take to maximise your mobile coverage and ensure you’re not left without a signal.

It gives advice on what you should do before you buy your phone, such as using online coverage checkers.

Each of the mobile networks have coverage checkers on their sites which give an indication of 2G (voice and text) and 3G (mobile broadband) coverage according to postcode.

There is also advice on how you can boost the mobile signal in your home, as well as other possible solutions to coverage problems on the move.

To learn more, download our guide [pdf].

The cost of using your mobile phone when travelling abroad in the European Union is set to fall further over the next two years.

Both call and text charges will be cut and for the first time the amount consumers can be charged for surfing the mobile web on their smartphones and tablet computers will also be capped.

From this July, phone companies will be able to charge no more than 70 cents (56p) per megabyte of data, plus VAT.  This will then fall to 45 cents (36p) in 2013 and 20 cents (17p) in summer 2014.

Although these price cuts will only apply to Europe, people travelling outside Europe will receive warning alerts once their monthly mobile internet bill approaches 50 Euros (£40).

Call and text costs

The new rules – agreed by the European Parliament yesterday – will also further reduce the cost of making and receiving calls and sending texts

From 1 July the cost per minute of making a call will fall from 35 to 29 cents (28p – 24p) and will fall to 19 cents (15p) by the summer of 2014.

The cost of receiving a call will fall from 11 cents (9p) per minute now to 8 cents (6p) this July and to 5 cents (4p) by 2014.

Text messages will also be cheaper, falling from 11 cents to 9 cents (9p to 7p) on 1 July this year and to 6 cents (5p) on 1 July 2014.

The European Union has also agreed that from summer 2014 consumers will be able to choose a different mobile operator abroad from the one they use at home.

Roaming rates

Ofcom has continually pushed for a better deal for consumers who use their mobile phones abroad.

We have worked closely the Government and regulators in Europe on how best to deal with the issue of high international roaming prices.

Using your mobile abroad is one of the main ways consumers can run up an unexpectedly high bill

Check out our online advice on how to avoid ‘bill shock’, which includes advice on using your mobile abroad.

Ofcom today invited applications for 21 local TV channels across the UK.

This follows new duties given to Ofcom by Parliament to license local TV.

The local TV channels will broadcast on a specially-reserved ‘multiplex’; this is a discrete amount of spectrum used for broadcasting over digital terrestrial TV (DTT).

In addition to inviting applicants for 21 stations, Ofcom is today also inviting applications to run the local TV multiplex.

Initial areas for local TV

Following consultation, initial areas identified for local TV channels are:

• Belfast, Birmingham, Brighton & Hove, Bristol, Cardiff, Edinburgh, Glasgow, Grimsby, Leeds, Liverpool, London, Manchester, Newcastle, Norwich, Nottingham, Oxford, Plymouth, Preston, Sheffield, Southampton and Swansea.

As well as broadcasting on DTT, local TV channels may choose to offer their services on satellite, cable and online.

The multiplex operator will be required to cover all of the areas above and to propose which areas additionally to cover; they can select from 44 other areas where coverage is technically possible or make a case for other areas to be added.

Applications

The closing date for applications to run the 21 local TV channels and the multiplex is 13th August 2012. Ofcom expects to make decisions on successful applicants from this autumn

Ofcom’s statement and invitations to apply can be found here.

Those complaints are then assessed against the Broadcasting Code to see if they need investigating further.

The code sets standards for television and radio shows and broadcasters have to follow these rules.

Watershed

For example, Ofcom has strict rules on what can be screened on TV before the 9pm watershed.

If we find a programme has broken those rules, then it will be found in breach of that code.

Every fortnight we publish a Broadcast Bulletin which includes our latest complaints adjudications.

To learn more you can read our latest Broadcast Bulletin which is out today.

The number of community radio licences awarded by Ofcom has now passed the 250 mark.

The landmark was reached with the award of four new licences for services in the south west of England.

The first community radio station – The Eye in Melton Mowbray – started broadcasting in November 2005 and today’s awards mean that 251 community radio licences have now been awarded, with 197 stations currently on air serving particular community needs at locations all over the UK.

Community radio services are provided on a not-for-profit basis focusing on the delivery of specific social benefits to a particular geographical community or a community of interest.

Today’s awards are:

CHBN (Truro, Cornwall)

CHBN will serve the Truro area. There will be a distinct focus on promoting issues of health, wellbeing and lifestyle topics.

Penwith Radio (Penzance, Cornwall)

Penwith Radio will serve the community of Penzance, Mounts Bay and Penwith in west Cornwall.    

Redruth Radio (Redruth, Cornwall)

Redruth Radio will provide a community radio service for Redruth and surrounding villages.

Totnes FM (Totnes, Devon)
Totnes FM will provide a service for the community of Totnes and surrounding villages.

Licences are awarded for a five-year period.

A statement setting out the main determining factors for the award of the community radio licences referred to above will be published on our website in due course.

Applications for community radio licences are being invited on a region-by-region basis. 

Read more about community radio stations and the application process

Ofcom today proposed a cap on prices that Royal Mail can charge for Second Class large letters and small parcels.

As part of last month’s statement on securing the universal postal service, Ofcom decided that the safeguard cap on Second Class letters should be extended to large letters and small parcels up to 2kg to further protect vulnerable consumers and small businesses.

Under today’s proposals, customers will have the same level of protection from price rises on Second Class small parcels and large letters as they have on Second Class letters.

Large letters and small parcels

This means that, over a seven-year period, average price increases on Royal Mail’s large letters and small parcels products would be capped in line with the percentage price increases allowed under the cap on Second Class letters. The cap would be indexed with CPI inflation and based on 2011/12 prices.

Research shows that the average household spends around 50p per week on postal services. Of this, approximately half – 25p per week – is on large letters and small parcels. The safeguard cap is designed to ensure that consumer expenditure on these items remains affordable.

Stuart McIntosh, Ofcom’s Group Director of Competition, said: ‘Ofcom’s decision to extend the safeguard cap will further protect vulnerable consumers and businesses.

‘Our proposals ensure that prices of large letters and small parcels up to 2Kg will remain affordable.’

Securing a high quality UK postal service

Today’s proposal follows last month’s decision to give Royal Mail greater freedom in the way it sets its prices, subject to safeguards to ensure that consumers and competition are protected.

Ofcom’s new regulatory framework for post is designed to secure the continued sustainability of the universal postal service.

Ofcom’s consultation can be accessed here.

The advent of digital technology has provided a wealth of new opportunities for children and young people.

The internet, digital TV, mobiles and games consoles have transforming everything from how they learn and play to how they keep in touch.

Children are often the first to learn about new technology – and are embracing it at a younger and younger age.

But not everything may be suitable for them – there will be programmes you don’t want them to watch, and web sites you don’t want them to visit.

Parental controls help manage what your children access online or view on TV.

The following Ofcom guides explain more about the various parental controls on offer.

Protecting your children in a digital world

More children than ever before can now access the internet directly from their bedrooms.

But Ofcom research found that half of parents with children aged 5-15 who use the internet at home think they know less about the internet than their children do. This rises to 70 per cent of parents of 12-15 year olds.

At the same time, there has been increased online activity among children in the past year, including higher usage of mobile and games consoles to go online.

This guide will help you know more about how to manage your children’s access to digital TV and internet content.

Read more

Parental controls for mobile phones

More and more children now have their own mobile phones.

If the handset has internet access then the phone will come with parental controls so that you can help manage what your children can view on the web.

For example, all mobile phone providers offer free parental control services which limit the content children can access via the mobile network to items suitable for under 18s.

But they may not always be automatically switched on.

This guide will show you how to find information to help keep children safe online when using a mobile phone.

Read more

Mobile location based services

Ofcom research found that nearly three quarters of all parents are concerned that other people could locate their child through their mobile phone using location based services.

A location-based service uses technology to find your mobile phone’s position and provide services related to where you are.

For example, it can send details to your phone if you search for the nearest cash machine, rail or bus station, or for a map or directions to a particular address.

Read more

Parental controls for games consoles/portable media players

Games consoles and portable media players now let you go onto the internet at the touch of a button.

This guide will show you how to find information to help keep children safe online when using games consoles and portable media players.

The games console guide looks at some of the more popular models today.

These include the Microsoft Xbox 360, the Nintendo DS and DS Lite, the Nintendo Wii and the Sony Playstation 3 and Sony PSP.

Read more

Every time we receive a complaint from a viewer or listener, we assess it against the Broadcasting Code.

The code sets standards for television and radio shows and broadcasters have to follow these rules.

If we find a programme has broken those rules, then it will be found in breach of that code.

Broadcast complaints

We will also, in serious cases, consider further action.

Each fortnight we publish the Broadcast Bulletin.

The bulletin includes our latest adjudications into complaints we have received about TV and radio programmes.

Read the latest Broadcast Bulletin.