On Southeastern, compliance with the 0845 law still seems lacking

Nearly three years ago the law changed to prohibit the use of 0845 numbers for customer service lines; and nearly two years ago OFCOM changed its regulations to require a business using 0845 numbers for any other purpose to specify its service charge and warn about access charges wherever it advertises or communicates the phone number.

However recent checks at Sevenoaks and Knockholt have shown continued, multiple, uses of 0845 numbers in breach both of the Consumer Regulations and the OFCOM conditions.

Continue reading

Southeastern’s Community Panel: how (not) to engage

20160405-community-panelIn October 2015 Southeastern launched a Community Panel and invited customers to join it. It has been used to recruit testers for the Problem Reporting Application, but a principal part of the Panel was an online, members-only, discussion group.

However Southeastern do not appear to have made the resource or cultural commitment to engage with members of the Panel and to draw them into a dialogue to improve their train service. So at the moment the Panel is not serving a useful purpose.

Continue reading