Consumers face 11-minute delays on ‘helplines’

CALLERS to consumer helplines are being put on hold for up to 11 minutes before they get through to a customer services assistant, an Irish Examiner investigation has found.

Designed to help the public with queries on everything from passports to satellite television deals, the ‘low-cost’ helplines are promoted as a quick, convenient and cheap way for consumers to get in touch.

But an Irish Examiner investigation of 110 of the country’s most popular helplines revealed callers face delays of up to three minutes on average before they get to speak to a human voice.