Source: Dave Anderson MP
http://www.daveanderson.org.uk/news.htm#MP%20calls%20for%20public%20sector%20ban...MP calls for public sector ban on high rate numbers19 Dec 2008Premium rate and lo-call numbers need to be scrapped in the public sector, says Dave Anderson MP in an article for the upcoming Fabian Review.
He says:
"The government needs to act on this: the use of expensive numbers by GPs should be explicitly forbidden."
Anderson argues:
"Many of you will have had this soul-destroying experience. A product or service goes wrong and you have to phone the supplier at a premium rate number starting with 087. The cost of the call increases along with your blood pressure as you are connected and wait in line whilst a robotic voice tells you between snatches of musak how important you are to them.
"Or you have to navigate a thicket of often irrelevant options before reaching a call centre worker. They can sometimes sort out the problem there and then. But most are under pressure and have neither the time nor the expertise nor the authority to deal with it.
"It’s difficult to avoid the suspicion that some companies are content with customers queuing for long periods to reduce staff numbers and make money from the stressed customer who wishes to complain about a faulty product. So much the better if this deters some from bothering to pursue the issue.
"It’s impossible to quantify how much this costs the consumer but my assumption is that very many are exploited by having to use numbers which cost much more than ordinary phone numbers. They cost even more if you use your mobile, which is the only option for some of the poorest people who cannot afford BT line rental charges.
"As times get tougher, action to curb this is necessary to protect households from the recession and in the interest of fairness. The scale of this practice needs to be exposed to shame companies that fleece their customers.
"So, the government and Ofcom should seek a voluntary deal with the private sector to stop the use of premium rate numbers - and legislate if necessary.
"Dearer numbers are also used in the public sector, including NHS Direct, some benefit helplines and even the parliamentary ombudsman.
"Ministers are moving on this. The government and Ofcom are developing guidelines for ‘numbering policy in public sector delivery organisations,’ including the use of new non-geographic 03 numbers which cost no more than calls to numbers beginning 01 and 02, and are included in inclusive call minutes or discount schemes. The results are expected next year.
"Premium rate and lo-call numbers need to be scrapped as the norm in the public sector.
"MPs are also concerned about the growing use by GPs’ surgeries of 084 numbers, which cost more to call from both a standard BT line and a mobile. The government says that ‘patients should not be expected to pay more than the equivalent of a local call’ and is gathering evidence.
"The government needs to act on this: the use of expensive numbers by GPs should be explicitly forbidden.
"In the meantime, a tip: visit
www.saynoto0870.com which lists many non-premium geographical numbers or even freephone numbers for expensive 087 and 084 numbers."
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MP calls for public sector ban on high rate number (Read 9,022 times)
