Short duration calls

A 'short duration call' is a call that lasts for a relatively short period of time (usually less than 20 seconds). Phone users often complain to the TIO because they believe they have been charged for calls that were not answered by any person or device (such as an answering machine).

Short duration calls can be caused by a number of different factors, including:

• calls to a wrong number;
• calls to a fax machine that it is out of paper;
• calls to a PABX that technically 'answers' the call but does not have the capacity to queue the call; or
• calls through an overseas network, which generates a false answer signal, or has a policy of charging for unanswered or engaged calls.

The TIO will only investigate such complaints where there is evidence to suggest that a call was never technically answered but has nonetheless been charged for. 'Evidence' could be clear and consistent records taken by the complainant which, when compared to an itemised account, show inconsistent or otherwise suspicious charging.

However, where an investigation shows no evidence that a provider has billed for calls that were not technically answered, the TIO will not expect the provider to waive any charges. 'Technically answered' includes calls to a PABX that has 'overflowed', or any other circumstances where the customer's equipment, or equipment operated by a third party, has contributed to short duration charging.

See also Repeat dialling to connect to the Internet

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