I have written to my local MP Eric Illsley in Barnsley complaining about having to use an 0845 number when contacting JSA and that the call duration was over 45 minutes in total.

He has replied stating that he will bring this to the attention of the minister and he personally thinks it is ourragous that the calls are chargeable to access the JSA service.

Might I suggest that more of us contact MPs in the same regard.

I do appreciate that there is anelection looming but it may still be worth a try

Hello and welcome to the forum.

There is a thread running  about this subject, have a look at this link.......

http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1226512795/65

I have contacted Iain Duncan Smith in regard to the use of 0845 numbers when contacting the DWP and I have had a length telephone conversation with the manager Nick Gill at the Sheffield Office in this regard, he was sympothetic to my request and he attempted to reach a satisfactory conclusion the conversation went something like this.

He stated the mobile operators have agreed to the use of 0800 numbers at the first point of contact for new claiments which I welcomed. I pointed out that it is the time taken from initally making contact with the centre and  the subsequent waiting time prior to coming in contact with the call centre advisor that was the problem, he assured me that they were aware of this and they were doing their best to reduce the waiting time. I suggested that all agents should as a matter of course off a call back service to all customers and he assured me that he would suggest that agents offer this service on every call.
Outcome – the 0845 number will stay in place because they have been advised that this is the best option, but we know that this is not the case. When I suggested using the 0800 or 0345 numbers he said that again the department had been advised that the best option was the 0845 route- He again assured me that the DWP did not operate a revenue share on this number”  He had obviously been briefed and while he was polite and listened to what I had to say the only real change was the use of 0800 numbers for mobile users at the point of entry and advising call centre staff to offer a call back service as a matter of course.

Maybe if enough members contacted Iain Duncan Smith suggesting that either an 0800 or o3 number should be used at all times and not just at the point of entry we may even get a better result, please find the contact details below

Iain Duncan Smith
Department for Work and Pensions
1-11 John Adam Street
London
WC2N 6HT

E Mail  ministers@dwp.gsi.gov.uk