Ms Karen Trant:

That would come to my division. At the moment we have powers of direction, which would be publicised if we found there was non-compliance. We would look at whether it is systemic, the amount involved, the number of customers affected and was it deliberate or an administrative error. At the moment we have those powers of direction so it is a "name and shame" approach. In the longer term, we will have administrative sanctions, which means that we can fine the network companies and the suppliers for non-compliance of standards of performance. This links back to their licence obligations. Work is ongoing in this regard. We have found from dealing with the network companies and suppliers that they do not like the brand piece.