Group director of comms Peter Morgan said he had a ‘nightmare' getting hold of the OFT's comms director to discuss quotes it had given.
In Wednesday 16 January's MoneyMail news, the newspaper quoted a spokesman from the OFT who said that customers who were with BT before the company introduced a £4.50 quarterly fee, for those who do not pay by direct debit, would have a ‘strong case' against paying the charge.
After the article was published, Morgan contacted the Daily Mail to challenge the OFT's quotes.
Morgan spoke to the reporter and was convinced that the OFT had not been misquoted. He concluded that the fault was with the OFT's press team for misrepresenting the OFT's position.
Morgan said: ‘The OFT believes our customers should pay their bills, and do not have grounds for challenging our non-direct debit charge. The article in the Mail said otherwise.'
He added: ‘Any senior comms person should be available 24/7 but I found it a nightmare getting through to the OFT's director of comms.'
The Daily Mail has since agreed to print a clarification of the OFT's position to ensure BT's customers know the fee is not optional.
Morgan was speaking at a briefing this week to publicise results from a survey commissioned by the CIPR on The Impact of Conflict on Company Reputation.
British Airways, Royal Mail, the NHS, the Post Office and McDonalds were identified as organisations failing to manage conflict effectively, while Virgin, Tesco and London Underground manage conflict well.