I, too, congratulate James Dornan on securing this debate and commend the work of my colleague Patricia Gibson MP in the House of Commons for the work that she has done, which has led to some of the developments in the penalties that are now being proposed.
I chaired the nuisance calls commission and very recently published an action plan highlighting what the Scottish Government will do to reduce the impact of these calls, given the powers that we have.
As the motion says, Which? has been pretty relentless in bringing attention to this issue, and quite rightly—I mean relentless in the most positive sense. We have worked very closely with Which? and I am grateful for its work, not only to help consumers to protect themselves, but also to highlight the particular scale of the problem in Scotland.
With research showing that three Scottish cities were receiving the highest percentages of nuisance calls in the UK, as has been mentioned, it is clear that we must do what we can in the Scottish Government, although regulation lies with the UK Government.
We know that the rise of what are called nuisance calls harms individuals. For most, such calls are, as Graeme Dey said, a recurring annoyance, interrupting dinner or family time and sometimes unforgivably—I am sure that James Dornan can relate to this—arriving just as Champions’ League coverage starts. However, for some people whose circumstances make them particularly vulnerable, the consequences can be much worse. They can be a source of anxiety, distress or even financial hardship. We all know the stories, some of which we have heard today, about people being conned out of savings or being frightened every time they answer the phone. They do not want to just stop using their phone, because they want to be available to family members, but they fear the worst every time the phone rings, only—as Liam McArthur mentioned—to be offered a boiler deal that they are not interested in having.
The example that Bruce Crawford highlighted is one that I, too, have experienced. It seems so random and odd for someone to pretend to be from HM Revenue and Customs and to ask a person to purchase iTunes vouchers, but it is actually a very common situation. A constituent of mine—an older woman—was told to go to Tesco immediately to buy vouchers and not to tell anyone else about the call, but she was stopped from leaving her home by someone else whom she took into her confidence. Having to pay tax that she was not liable for would have had a substantial impact on that woman, but the concern and anxiety that were caused were unforgivable, too. These things can be much more than nuisance calls.
The seriousness of the issue was certainly brought home to those who sat on the nuisance calls commission. In that light, I think that Mike Rumbles’s press release is puerile, miserable and ill informed and does not treat the issue as seriously as it should be treated. A councillor in Angus, I think, has also used the issue to have a go at the Scottish Government without having informed themselves about the powers that we have or do not have.
It is very important to realise where the power lies in relation to some of the regulatory aspects of this matter. We can do some things; indeed, that is why we launched a fund to supply call-blocking technology to some of our most vulnerable citizens. Trading Standards Scotland has worked very closely with third sector organisations to ensure that those call blockers go where they are most needed and almost all units have been allocated. Some local authorities have done a great deal of work on this, especially in those areas with intensities in the number of vulnerable people, and we are pleased with the take-up. However, that is yet another indicator of the number of people who are affected by these calls.
That leads me on to the suggestion that Ofcom follow the Canadian model that James Dornan also mentioned of requiring telecoms providers to provide technological solutions. Only a solution that blocks calls on a dramatic scale can really change the pattern of nuisance calls, and telecoms providers are best placed to make that happen. However, as Ofcom explained to our commission, Canada is further behind the UK system, which explains why its regulator has imposed such a duty. As a result, Ofcom’s position remains that imposing the same duty here would have little tangible impact.
Some positive steps are being taken. BT—despite what has been quite rightly said—and Vodafone offer their customers free services that put them in control of who can contact them. Nonetheless, even those who subscribe to the telephone preference system are not immune to receiving these calls, and we would like telecom providers to do more to follow the lead of BT and Vodafone. I have also written to the UK Government to urge further action if the market does not provide solutions. I believe that the Government should act; indeed, in the same letter, I urged swift action on both director accountability, which is being taken forward, and a ban on cold calling specifically with regard to pensions. The potential harm to those who are most at risk is too great for this to be delayed much longer.
That I had to write the letter in the first place highlights that we are very constrained in the actions that we can take. There has been some criticism that the commission did not achieve or go far enough, but I do not accept that. To anyone here who has a suggestion for action that the Scottish Government can take and which we have not yet considered and proposed with regard to awareness raising of call-blocking technology, I say that they had their chance to write in and tell us about it and they did not do so. However, even now I am willing to accept further suggestions if they can help to reduce this plague on people’s lives.
That said, I want to end on a more positive note and highlight the progress that the commission has made, even with its limited powers. I have mentioned the call-blocking fund, but the action plan sets out a number of other steps, including a commitment to building a wider scams strategy so that vulnerable people are protected from all kinds of unscrupulous practices; amending the business pledge to include support and protection for vulnerable customers; and ensuring that Scottish Government schemes, such as home energy efficiency initiatives, are developed in a way that minimises the opportunities for rogue companies to hijack them and use them to prey on vulnerable people.
The launch of the action plan marked the beginning of a consumer awareness week on nuisance calls that we worked on with Which?, and James Dornan and one or two other members appeared at Glasgow central station to lend their support to the campaign. Moreover, as James Kelly pointed out, Citizens Advice Scotland, which, among many others, was involved in the commission, has been instrumental in leading work to raise awareness, so that consumers can better protect themselves and their loved ones. That collaborative working underpins the actions in the plan and is the only way to solve this problem.
I encourage all my colleagues in Parliament to join me in continuing to press for more UK Government action where necessary and to find our own solutions where possible.