ChatterBank0 min ago
BBC TV Lcence staff get complaints guidance manual
62 Answers
The manual states that customers who use the words "idiots", "shambles" or "useless" are likely to be making a complaint.
Other indications that a viewer may be unhappy include use of capital letters or the phrases, "When will you people listen?", "Who do you think you are?" and "Sort yourselves out!"
The document also reveals quirks in the rules about who needs a licence - the Queen, prisoners and diplomats do not, but all other Royals and prison officers who live in the grounds of a jail do.
The 964-page official handbook, which was released following a Freedom of Information request, sets out in detail how the fee should be administered.
A large section is dedicated to dealing with complaints, including prepared answers to regular objections about the BBC's "offensive" programmes and the aggressive tone of licence fee warning letters that could "shock" elderly people.
Staff are advised to look out for particular "keywords" suggesting a customer is protesting about some aspect of the £145.50-a-year fee.
These include: "compensation", "complaint", "disgraceful", "disgusted", "incompetent", "appalling", "furious", "intimidation", "mistakes", "harassment", "rude", "threatening", "outrageous", "upsetting", "unacceptable" and swear words.
If someone was shouting or swearing at you i would have thought it was obvious that the person was upset or annoyed. The BBC TV licence scum seem to need a manual and help in how to spot these people.
Other indications that a viewer may be unhappy include use of capital letters or the phrases, "When will you people listen?", "Who do you think you are?" and "Sort yourselves out!"
The document also reveals quirks in the rules about who needs a licence - the Queen, prisoners and diplomats do not, but all other Royals and prison officers who live in the grounds of a jail do.
The 964-page official handbook, which was released following a Freedom of Information request, sets out in detail how the fee should be administered.
A large section is dedicated to dealing with complaints, including prepared answers to regular objections about the BBC's "offensive" programmes and the aggressive tone of licence fee warning letters that could "shock" elderly people.
Staff are advised to look out for particular "keywords" suggesting a customer is protesting about some aspect of the £145.50-a-year fee.
These include: "compensation", "complaint", "disgraceful", "disgusted", "incompetent", "appalling", "furious", "intimidation", "mistakes", "harassment", "rude", "threatening", "outrageous", "upsetting", "unacceptable" and swear words.
If someone was shouting or swearing at you i would have thought it was obvious that the person was upset or annoyed. The BBC TV licence scum seem to need a manual and help in how to spot these people.
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So what's your question? I'm not sure what these posts of yours are meant to achieve, RS?
Yes I agree that (A) the licence fee is an anachronism and should be phased out; (B) that the approach used by the agency seems heavy handed (but that's because so many people seek to avoid payment; and (C), the BBC needs to cut its costs.
I think many others would agree.
If you are not a TV owner/licence payer I'm not sure why you are so interested.
What would you like to see happen regarding the licence fee.
Yes I agree that (A) the licence fee is an anachronism and should be phased out; (B) that the approach used by the agency seems heavy handed (but that's because so many people seek to avoid payment; and (C), the BBC needs to cut its costs.
I think many others would agree.
If you are not a TV owner/licence payer I'm not sure why you are so interested.
What would you like to see happen regarding the licence fee.
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More and more people are seeing what the BBC are really like.
Try telling an oap that is shaking with fear who has bad nerves that the letter she has received saying that an Enforcer will be making a visit and she will get a £1000 fine is a load of rubbish. Try telling her that she has a licence she has nothing to fear. (Well why would they send an Enforcer, £1000 fine) , near in tears in the street.
Try telling an oap that is shaking with fear who has bad nerves that the letter she has received saying that an Enforcer will be making a visit and she will get a £1000 fine is a load of rubbish. Try telling her that she has a licence she has nothing to fear. (Well why would they send an Enforcer, £1000 fine) , near in tears in the street.
I think RS has had a bad experience with the BBC somewhere along the line.
That being said, I got rid of my TV in 1994 when the licence expired and I sold it to my neighbour. I then had no TV at all until we bought two in 2002 after getting married. The TVLA never left me alone for six months in 1994. They told me that everyone has a TV and they were going to catch me! I let the man in several times and each time he searched the bedroom cupboards, kitchen cupboards, shed - everywhere. He would leave saying he knew I had a TV somewhere and he was going to catch me! I invited him to sit outside as long as he liked in his van but he still came back once or twice a week.
After 6 months of harrassment I went to a solicitor. He charged me £50 to write a letter telling the TVLA they were harrassing me and threatening them with legal action if they continued. Only then did they stop pestering.
Yes- get rid of the TV licence. I pay mine by DD now but we never watch BBC or live TV anyway! I never watch TV and my wife only watches cable.
That being said, I got rid of my TV in 1994 when the licence expired and I sold it to my neighbour. I then had no TV at all until we bought two in 2002 after getting married. The TVLA never left me alone for six months in 1994. They told me that everyone has a TV and they were going to catch me! I let the man in several times and each time he searched the bedroom cupboards, kitchen cupboards, shed - everywhere. He would leave saying he knew I had a TV somewhere and he was going to catch me! I invited him to sit outside as long as he liked in his van but he still came back once or twice a week.
After 6 months of harrassment I went to a solicitor. He charged me £50 to write a letter telling the TVLA they were harrassing me and threatening them with legal action if they continued. Only then did they stop pestering.
Yes- get rid of the TV licence. I pay mine by DD now but we never watch BBC or live TV anyway! I never watch TV and my wife only watches cable.
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