Ofcom told to make improvements

Switching rates, silent calls and broadband speeds are still the regulator's main problems

Ofcom should address its reporting methods, low switching rates, broadband speed misrepresentation and silent call complaints, according to a report by the National Audit Office (NAO).

The NAO said one problem for Ofcom is that it does not describe what its success would look like, meaning it is not possible to assess whether or not the body is meeting objectives.

Although Ofcom has been using a management information system since 2006 - which supports its statutory financial and performance reporting to parliament - the NAO argues that Ofcom does not make clear the link between its outputs and market outcomes.

In addition, the report highlighted three further areas that Ofcom needs to address:

First, it said Ofcom needs to understand whether low switching rates (the rate at which customers switch between telecoms provider) are the result of barriers in the communications market or customer choice.

Second, it needs to address the discrepancy between advertised and actual broadband speeds.

Third, it should deal with the increases in silent call complaints received over the past year.

However, an Ofcom spokesman argued that these areas were already being addressed: "We have made significant progress with all three issues," he said.

The spokesman also countered the NAO's criticism that Ofcom does not describe what its success looks like: "Ofcom's budget and performance measures are contained in its annual reports, which are approved by the NAO and we take great care to publish and report on a full range of outcomes."

The report was not entirely negative, however, and also flagged up the fact that the body has saved £23m over the past five years. Amyas Morse, head of the National Audit Office, said: "Ofcom has reduced its overall expenditure each year since its creation and we have seen many positive changes in the communications markets as a result of its work."