I have just switched my LPG supplier to Avanti (at a saving of 40%!) but although their main contact numer is an 0808, the 24-hour emergency number is 0870 753 9999. This does not appear in the database and I find it quite incredible that they would use such a number. Also, there is no charging information displayed or printed with the number. I will contact them to express my dismay at this, but if anyone knows an alternative number it could be helpful. Thank you.

You can go much further than expressing dismay. If this is a consumer purchase or contract you can point out they are in breach of two sets of regulations from BIS and Ofcom.

The BIS regulations ban the use of 084, 087 or 09 numbers for after-sales issues and the Ofcom regulations require call charges to be stated alongside all 084, 087 and 09 numbers.

After pointing out all this to them this was the reply I eventually got:


Quote:

The number, 0870 753 9999, belongs to AvantiGas and is used as our dedicated emergency line. Telephone numbers starting 087 are service numbers commonly used by organisations. Some phone contract providers will include numbers prefixed by 087 within the free call allowances or bundled minutes that your tariff offers. We do value your feedback and will ensure your comments are directed to the relevant part of the business.

If I could work out how to report them to Ofcom I would. Last time I checked their website it wasn't at all obvious.

Update - got a pleasant apologetic phone call from them today and they are taking it seriously and looking to do something about it.

While it is true that a small number of landline providers offer inclusive calls to 0870 numbers this is very much an anomaly in the market, with a very long history of how this happened. These numbers are actually premium rate numbers. Services operating on these numbers (with a Service Charge of more than 7p per minute) are defined as Controlled Premium Rate Services and are regulated by PSA.

It seems they have completely failed to comply with the Ofcom requirements in force since 1 July 2015:
https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/uk-calling/uk-calling-for-businesses

Likewise, they have failed to comply with the BIS requirements in force since 13 June 2014:
http://www.legislation.gov.uk/uksi/2013/3134/regulation/41/made

Breaches of the Ofcom requirements should be reported to ASA.

Breaches of the BIS requirements should be reported to Trading Standards via the Citizens Advice national Consumer Helpline either on 0345 404 0506 or via the report form on their website.

kasg wrote on Sep 23^rd, 2019 at 1:46pm:

Update - got a pleasant apologetic phone call from them today and they are taking it seriously and looking to do something about it.

Until they hopefully replace the 0870 number, they should at the very least put the correct call charge information.


Quote:

Standard rates apply. Please check with your network provider before calling.

Meaningless!

EDIT:

On a side note: Can you use refillable LPG tanks in a Domestic home environment?

CJT-80 wrote on Oct 22^nd, 2019 at 6:41pm:

Quote: Standard rates apply. Please check with your network provider before calling. Meaningless!

Indeed, that is the charging information they have added and I have told them it is wrong and they said it has been forwarded for action.


CJT-80 wrote on Oct 22^nd, 2019 at 6:41pm:

On a side note: Can you use refillable LPG tanks in a Domestic home environment?

Yes, that is exactly what I and most of the houses in my village do.

kasg wrote on Oct 26^th, 2019 at 5:58pm:

CJT-80 wrote on Oct 22nd, 2019 at 6:41pm: Quote: Standard rates apply. Please check with your network provider before calling. Meaningless! Indeed, that is the charging information they have added and I have told them it is wrong and they said it has been forwarded for action. CJT-80 wrote on Oct 22nd, 2019 at 6:41pm: On a side note: Can you use refillable LPG tanks in a Domestic home environment? Yes, that is exactly what I and most of the houses in my village do.

Glad to hear it.

Just to note, the 0870 number still remains on their website at the time of writing this message.

Their website now says:

Quote:

Calls to this number cost 13p per minute plus your phone company’s access charge. Contact your service provider for further information.

... so I have achieved something, albeit not the change to an 0370 number that they should make.

Previously, their defence of their usage of an 0870 number could have been "we didn't know how much it costs to call our number".

They can no longer use that defence. The printing of the call charges alongside the number strengthens the argument against their usage of a premium rate number.

I'm just waiting for them to come and put a call costs sticker on my gas tank!

https://kasg.co.uk/upload/0870.jpg

If you are a domestic customer, it is illegal for the 0870 number to even be in operation.

Usage of any number that is chargeable for an "emergency" line is the height of stupidity. There will be occasions where people are simply unable to call for various reasons. This could be dangerous.

Ian01 wrote on Nov 18^th, 2019 at 8:27pm:

Usage of any number that is chargeable for an "emergency" line is the height of stupidity. There will be occasions where people are simply unable to call for various reasons. This could be dangerous.

I entirely agree with you. I will give them a little bit longer before I chase it again.

kasg wrote on Nov 18^th, 2019 at 8:45pm:

I entirely agree with you. I will give them a little bit longer before I chase it again.

Maybe worth raising a complaint if you haven't aleady?

They seem to have changed the number to 0808 178 2009 so all is well.

kasg wrote on Jul 2^nd, 2020 at 1:23pm:

They seem to have changed the number to 0808 178 2009 so all is well.

Thanks for letting us know  :)

Interestingly there is an entry on the database for them, with an 0808 number (not the same one) and an 01246 number.  I will update it.  :)

CJT-80 wrote on Jul 2^nd, 2020 at 3:25pm:

kasg wrote on Jul 2nd, 2020 at 1:23pm: They seem to have changed the number to 0808 178 2009 so all is well. Thanks for letting us know  :) Interestingly there is an entry on the database for them, with an 0808 number (not the same one) and an 01246 number.  I will update it.  :)

Yes, that will be their normal contact number, 0808 208 0000. I see you've added the emergency number separately.

kasg wrote on Jul 3^rd, 2020 at 9:27am:

Yes, that will be their normal contact number, 0808 208 0000. I see you've added the emergency number separately.

I have indeed, but I can amend it if you think it would be better?  I just thought I could keep them together.

What you've done is fine, thanks 👍