DMC Annual Report 2015/16: Concerns over consent dominate complaints in 2016
4th January, 2017 at 11:12am
Two problems continue to bother consumers in 2016: clarity of consent; and how far that consent extends to third parties according to the Direct Marketing Commission’s annual report for 2015/16.
Complex supply chains and confusion over consent represented the biggest concerns to consumers in 2016 according to the annual report of the Direct Marketing Commission, the independent body which investigates complaints made about DMA Members.
In 2016 the Direct Marketing Commission recorded 230 complaints between 1 July 2015 and 30 June 2016. Those unrelated to DMA Members were passed to the relevant authority where possible. The DM Commission tackled 48 separate cases in total: 40 consumer complaints and eight business complaints.
During the year in question, the Commission Board formally investigated six businesses, four of which were found, following a complete adjudication process, to be in breach of the DMA Code.
Of the 48 cases, 35 (73%) related to data, privacy and quality. These cases often related to complex supply chains where insufficient due diligence meant the original consent or lack of consent had been overlooked, in breach of the DMA Code.
DM Commissioner George Kidd said, “In almost every case the Commission considered we found ourselves looking at lengthy supply chains that resulted in messages and calls to people who had made clear they did not want these and had not agreed to them,” he said.
Kidd is keen to remind DMA Members that failure to conduct sufficient due diligence could result in reputational damage for the supplier, agency and brand. “It’s simply not good enough just to say ‘I didn’t know’, ‘I work on a basis of trust’, ‘my suppliers filled in a form saying they would behave’ and ‘it’s not my fault; someone let me down’,” he said.
He said that consistent complaints about, “These issues with sub-contractors, call centres and ill-managed data supply chains prompted the Commission to raise matters with the DMA.
“We are delighted the Association has started a process of audit and review of data broker and lead generation businesses to ensure they have the processes and the practices in place to ensure the consents they secure and the data they supply are clear,” he said.
The DMC Annual Report can be downloaded here at dmc-annual-report-15-16