087* Telephone Number Changes
June 2009
Telephone numbers beginning with 0871 cost anything between five and ten pence per minute from a BT landline. Numbers beginning 0870 also have a different charging structure than the callers standard national call rate.
From 1 August 2009, 087* numbers will officially be reclassified as Controlled Premium Rate Services (PRS). In some instances businesses utilising 0870 numbers will need to pay for incoming calls in the same manner as existing 0800 or 0808 numbers.
The changes are to increase the level of consumer protection for calls provided to these numbers and to improve pricing transparency.
Information providers must adhere to the following code of practice:
Pricing: Wherever your 087 number appears it should be accompanied by its pricing information. Pricing information must be clear, close to the telephone number and prominent. Some number suppliers are willing to provide a short spoken message, explaining the tariff, at the beginning of every call as an alternative.
Undue delay: You must ensure that there is not an unfair delay in a caller accessing the service on offer. Most providers require organisations to inform callers of the expected time it will take until their call is answered and, if appropriate, their position in any queuing system.
Prior permission licences: A small number of certain services will require prior permission from the provider before they can operate on a premium-rate line. These services include the providing of professional advice or the recording of calls for future distribution. A list of these services is available at http://www.phonepayplus.org.uk/output/Prior-permission.aspx
Customer care contact number: Information providers must provide consumers with a telephone number they can call if they have concerns or a complaint. This can be the same or a different 087* number.
Checklist:
- Do you have a customer service number?
- Have you checked if you need prior permission for your services?
- Are you displaying your pricing?
- Do you have a method/policy for informing people of waiting times?
More information:
PhonepayPlus provides information and support to consumers and businesses users. For information and regulations about the use of 0870, 0871, 0872 and other premium number ranges, visit their site: www.phonepayplus.org.uk.