The Editor, Sir:

Please see a letter sent to the director general at the Office of Utilities Regulation.

Dear Sir,

Re: Automated phone service

I am sick and tired of the service provided by the automated response to telephone calls. The time and expense wasted in listening to a dehumanised voice, far too often with no result, is unacceptable.

This morning is no exception when I tried to complain to Cable and Wireless about a problem with their VOIP service.

Either I was disconnected - as happened on several occasions, or I was shunted to never-never land where I was treated to music but no service; all without human intervention. After waiting for more than half an hour, I ended the call in frustration.

No doubt, you are familiar with the procedure for access to a service with up to five options before the standard response: "All our agents are busy dealing with other customers. Please continue to hold. Your call will be answered in the order it was received."

At times, there is an assurance that the call may be monitored, and an added reassurance that "Your call is important to us" - obviously, with no appreciation that the call is more important to the caller.

Recorded message

It is long overdue for a limit to be placed on the time spent on the telephone waiting for service before a call is dealt with, without having to endure a runabout ending in with a recurring recorded message.

I write to ask your office to apply appropriate restraints on public-sector agencies for their automated response services; and I hope that private-sector companies will see it to be in their best interest to comply.

A copy of this letter is sent to the media for others who are similarly irritated by this service to join the protest.

I am, etc.,

FRANK PHIPPS

KINGSTON