Letter from Tony Hall, BBC Director-General to Andy Parker, CEO of Capita

Dear Mr Parker

I am writing to express my serious concern about the newspaper stories that have appeared today about licence fee collection by Capita. As part of the investigation that has been set up I do expect your urgent clarification and reassurance on a number of points.

Enforcement is clearly important for public confidence in the licence fee system. However, it must always be carried out in a way that is fair and reasonable. In particular it must deal sensitively with vulnerable people.

There is a very clear Code of Conduct that sets out the BBC's expectations from Capita. It is vital that your Enquiry Officers adhere to it and conduct themselves to the highest of standards.

I recognise that the newspaper stories that have appeared today relate to a single job interview, and it would be premature to judge the entire licence fee collection system through a single case. I do, however, require urgent confirmation that:

• The interview questions and statements made by the interview manager are not in any way standard practice;
• Vulnerable people are not "targeted" by Enquiry Officers;
• Capita will be taking appropriate action on this incident;
• Capita will be seeking to establish urgently whether this is an isolated case; and,
• Capita has strong management and governance in place to ensure the appropriate policies are followed and standards are met at all times in the future.

Public trust is the cornerstone of the licence fee system. It is clear that, in this instance, Capita has fallen short of the standards the BBC has a right to expect on behalf of the British public.

I would be grateful for your response to the questions I have raised as a matter of urgency. Given the public interest I am releasing this letter to the media.

Yours sincerely

Tony Hall
Director-General

Related Media Centre Links

• Statement on TV Licence collection