Long duration calls

On occasion, the TIO receives complaints about 'long duration calls', where phone users deny their calls were of the duration listed on their telephone bill. Long duration calls can occur where both parties fail to disconnect the phone properly at the end of the conversation.

In investigating these types of complaints, the TIO works on the basis that all networks are 'first party disconnect', i.e. a call disconnects within 90 seconds of either party hanging up. Accordingly, the TIO looks for any evidence of billing anomalies such as calls made by the B-party (the person who received the call) while the long duration call was still in progress. The TIO may therefore seek from the complainant relevant accounts issued to the B-party. Because of privacy concerns and the National Privacy Principles under the Privacy Amendment (Private Sector) Act 2000, the TIO will first seek from the complainant consent by the B-party for the TIO to receive, and forward to the telecommunications provider concerned, the B-party's personal information.

In some instances, the TIO will obtain from the provider the 'network' or 'raw call' data associated with the disputed calls. 'Network' or 'raw call' data contains the information normally provided in a customer's account, as well as additional data such as the A-party number. In collecting such data, the TIO aims to verify that the information contained in the raw call data (namely, the call duration) is the same as the information recorded on the customer's account.

Where all parties agree that the long duration call was a consequence of user error (i.e. both parties failed to hang up the phone correctly), the TIO will usually expect the telephone company to negotiate a fair and reasonable outcome in the circumstances.

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