SAYNOTO0870.COM - Bit of help required with Rochdale Council

PennineAcute

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Bit of help required with Rochdale Council
Jan 29^th, 2010 at 5:09pm

I have recently been in touch with them and have sort of had a hit my head against a brick wall session with them.

Basically all their departments have an 0845 number instead of Geographical 01706 number. When I queried this, they said it was so they could route the numbers so no one got an engaged tone. They also said it was the cost of a local call, lol. My reply was it I ring an 01706 number on my landline or my mobile it does not cost me anything - if I ring an 0845 it does, please explain. The guy could not.

I have also mentioned the 0300 numbers to them - they just seemed oh what are they.

Any one like to inform me of my next step please. Our council are like most anyway - so if anyone has come across this before would love to hear from you.

Cheers.

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Dave

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Re: Bit of help required with Rochdale Council
Reply #1 - Jan 30^th, 2010 at 12:41am

Hi and welcome to SAYNOTO0870.COM.

I would write to your elected members (or at least copy them in). Some links/information for you:

Trading Standards Institute Article 180805:
http://www.eastsussex.gov.uk/business/tradingstandards/detail.aspx?ref=180805&da...

Quote:
You should not use the terms 'local rate' or 'national rate', or any reference to local or national rates. You should also not use words which could imply a local or national rate (e.g. 'Lo-call', 'low rate', 'national call', 'standard rate').
Central Office of Information (COI) Better practice guidancefor government contact centres (Third edition):
Quote:
3.60 0844 and 0845 are still appropriate tariffs, but it should be noted that they can be charged at up to 5p per minute (from BT lines) and that this may be seen as a barrier by some individuals, so migration to the new 03 numbers may be considered. Revenue share on 0844 and 0845 numbers is possible, but should be avoided by public sector bodies to avoid criticism. Ofcom will be reviewing 0845 again in a couple of years (at which point revenue share may be prohibited). 0844 and 0845 tariffs should never be referred to as ‘local rate’ in any publicity or by agents.
Advertising Standards Authority (ASA) Adjudication
Quote:
We therefore considered that describing calls to 0845 numbers as local rate was not only inaccurate and meaningless to the majority of viewers, it could also mislead those who still considered 'local' as synonymous with calling a geographic number.
Ofcom: What are...03 numbers?

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PennineAcute Newbie Offline Posts: 2	Re: Bit of help required with Rochdale Council Reply #2 - Feb 1^st, 2010 at 8:43am Appreciate that. I will try and see what happens. Just cheeses me off that if I have to phone the council I have to run up my phone bill. May not be much, but pennies here and pennies there soon mount up. I will keep in touch and let you know the next installment of the no doubt saga.
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Dave

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Re: Bit of help required with Rochdale Council
Reply #3 - Feb 1^st, 2010 at 11:36am

The Council's contact page says:
Quote:

Ringing 0845 numbers

Customers pay the cost of a local call when they call one of our 0845 numbers from a landline. Costs are between 3p-5p per minute depending on the service provider. In fact, from wherever you call us in the UK, you are still charged at a local rate. Charges vary by carrier when calls to an 0845 number are made from a mobile phone.

Rochdale Council, you are deriving benefit in the form of subsidies from callers. Do you really believe that providers will pay these premiums and not pass their cost back to callers? Roll Eyes

PennineAcute wrote on Feb 1^st, 2010 at 8:43am:

Appreciate that. I will try and see what happens. Just cheeses me off that if I have to phone the council I have to run up my phone bill. May not be much, but pennies here and pennies there soon mount up. I will keep in touch and let you know the next installment of the no doubt saga.

01706 647474 is the main switchboard; have you tried asking to be put through?

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SilentCallsVictim

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Re: Bit of help required with Rochdale Council
Reply #4 - Feb 1^st, 2010 at 11:55am

I would like to add one other useful document:

http://www.cabinetoffice.gov.uk/media/218872/numbering_clarification.pdf - The Contact Council exists to represent and serve all public sector bodies.

There is some dispute about whether the technical benefits provided by use of non-geographic even exist, and if they provide true value for money.

If they do, then the question is about where the money comes from. In this case it is either service users (who call) or Council Tax-payers who otherwise provide the funding for Council services. With 084 numbers, callers pay (indirectly) through the revenue share. With 03 numbers, there can be no premium added to the call charge, so the cost of extra features has to be met out of the Council's budget.

The issue is complicated by the fact that one telephone company (BT) is not permitted to make a profit on placing calls to 084 numbers, and so its charges can appear relatively low. This regulation does not affect other providers, who do pass on the cost of the subsidy provided through revenue sharing. This regulation should now be removed.and it will indeed be reviewed shortly.

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@fairtelecoms (tweets)

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Ian G Senior Member Offline Posts: 276 Gender:	Re: Bit of help required with Rochdale Council Reply #5 - Feb 7^th, 2014 at 10:40am Some progress: http://www.manchestereveningnews.co.uk/news/local-news/rochdale-council-using-08...
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derrick

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Re: Bit of help required with Rochdale Council
Reply #6 - Feb 7^th, 2014 at 1:46pm

SilentCallsVictim wrote on Feb 1^st, 2010 at 11:55am:

I would like to add one other useful document:

http://www.cabinetoffice.gov.uk/media/218872/numbering_clarification.pdf - The Contact Council exists to represent and serve all public sector bodies.

There is some dispute about whether the technical benefits provided by use of non-geographic even exist, and if they provide true value for money.

If they do, then the question is about where the money comes from. In this case it is either service users (who call) or Council Tax-payers who otherwise provide the funding for Council services. With 084 numbers, callers pay (indirectly) through the revenue share. With 03 numbers, there can be no premium added to the call charge, so the cost of extra features has to be met out of the Council's budget.

The issue is complicated by the fact that one telephone company (BT) is not permitted to make a profit on placing calls to 084 numbers, and so its charges can appear relatively low. This regulation does not affect other providers, who do pass on the cost of the subsidy provided through revenue sharing. This regulation should now be removed.and it will indeed be reviewed shortly.

Something wrong with that link.I get; - "This page cannot be found "

.

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Ian G

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Re: Bit of help required with Rochdale Council
Reply #7 - Feb 7^th, 2014 at 2:14pm

Try the archive copy:
http://webarchive.nationalarchives.gov.uk/20091111145307/http:/www.cabinetoffice...

However, that document has been replaced by:
http://www.gov.uk/government/publications/hmg-guidance-for-customer-service-line...

The important news comes in this link:
http://www.manchestereveningnews.co.uk/news/local-news/rochdale-council-using-08...

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« Last Edit: Feb 7^th, 2014 at 2:19pm by Ian G »

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CJT-80 Global Moderator Offline Posts: 1,714 Manchester Gender:	Re: Bit of help required with Rochdale Council Reply #8 - Feb 9^th, 2014 at 5:18pm Looks like a mixture of 0845 numbers and at least one 0844 http://www.rochdale.gov.uk/the_council/contact_us/ring_or_email_us.aspx
Back to top	Regards, CJT-80 Any comments made are my own and are not those of SayNoTo0870.com IP Logged