I see that there is an alternative number published in the database for the Citizens Advice Advice Line, 0844 411 1444
- 0300 330 0650 from mobiles only.

Why is this alternative only available to mobile callers?
Many landline callers pay an additional £1.18 for a 10 minute call to the 0844 number (11.8p per minute)?

(Contrary to what is said on the Citizens Advice website, all landline callers pay more than 5p per minute.
A 10-minute call from a BT landline would cost 64p - 6.4p per minute.)

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As I can call the 0300 number without charge from my mobile - this would be the best way for me to contact Citizens Advice.

Others with contract mobiles would be advised to do the same.

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I see that Citizens Advice does not publish the alternative number itself.
Does it intend that mobile callers should call the 0844 number at the premium rate to find out the alternative
and that those with landlines should not use their mobiles to save money?

The announcement, which reveals the unpublished alternative number, even invites mobile callers to continue at the 0844 rate.
(Hear a recording at this link)

The announcement given to landline callers omits the information about the 0300 number.

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Through its telephone service provider Citizens Advice benefits from a subsidy of around 5p per minute (including VAT) on all calls to the 0844 number. Call originators add their own "Access Charge" to this 5p per minute "Service Charge".
My mobile provider adds an access charge of 35p per minute.

Is Citizens Advice content for me to pay my provider £3.50 for a 10 minute call, so that it can earn a subsidy of 50p?
It invites (or should that be "encourages") me to do this!

Even for the first minute, whilst I hear the unpublished alternative number, I am charged 40p, of which 5p goes to Citizens Advice.

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A 10 minute call to the 0844 number from my Virgin Media Landline would yield around 50p in subsidy to Citizens Advice and 63p to Virgin Media.

As all of these amounts include VAT, this is a highly inefficient way of a charity raising money, when I could call a 0300 number with no call charge.

If I made a donation, this would be free of VAT and subject to Gift Aid.

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Citizens Advice is shortly to take on the role of the Government-appointed advocate for the consumer interest (presently Consumer Focus and a variety of other bodies) and also as the provider of government-funded consumer advice (presently Consumer Direct). There is a public consultation currently running on the detail of these arrangements.

The Principles of Citizens Advice, which doubtless are relevant to it being awarded this role, include the following:

Quote:

I would seek to offer the following advice to CA:

• "Free" would generally be understood to mean that the service is provided without charge to the benefit of the provider.
  All calls to 0844 numbers are subject to a premium charge because of the revenue share that is paid on to the called party's telephone company.

• A consumer advocate would probably suggest that service users have a right to accurate cost information.
  The statement "Calls to our national phone service (0844 numbers) will be charged at five pence per minute from a landline" is false.
  (See published tariffs and the examples given above.)

• Any provider of information and assistance to consumers would probably wish to see a low-cost or free number widely advertised, not provided only to those who call an expensive number or consult a scam-busting website such as SayNoTo0870.com.

I believe that Citizens Advice has much to do before it is ready to take on the role that it has chosen to accept from the government.

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Martin Lewis supports this site and has brought about a significant amount of funding for CAB.

What is his view on the situation? Has he told CAB to stop ripping off vulnerable and poor people who need advice?

I just sent them feedback about it although I expect it to not be taken seriously.

it seems 0845 0844 is all too common for numbers vulnerable people would ring.

A very good and clear analysis Dave.   I presume you and/or The Fair Telecoms Campaign will be writing to Citizens Advice pointing out these errors and asking them to correct their statements.

I would also hope that you will be writing to the relevant Government Department about this issue as well as Which? and other concerned organisations.

It still astonishes us that the Government can so casually hand over responsibility for this service to an organisation that has demonstrated its incompetence in this area over a very long time --- although we shouldn't be that surprised as it seems one incompetent outfit is controlling another!

We must also wonder about the validity and dependability of the advice that CA dispense in other areas if they are so incapable of understanding the simple matter of the cost of a telephone call to their own service!

What a hopeless bunch to be misleading the public in this way from their important national position in guiding and helping people.   

Dave wrote on Jul 23^rd, 2012 at 8:01pm:


And still claim is "local rate", which is a false and meaningless statement!!

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Then what happens  some local authorities trading standards suggest its a local call on their sites.

Even Donny Council cant get it right Dave.

"Doncaster Trading Standards


Contact details


For confidential and impartial advice on consumer issues, visit www.adviceguide.org.uk or call the Citizens Advice consumer helpline on:

08454 04 05 06 (calls are charged at local rate from a BT landline)."


http://www.doncaster.gov.uk/business/trading_standards/about_us/trading_standard...

Another example : http://www.wirral.gov.uk/my-services/business/trading-standards/consumer-advice

and another http://www.pkc.gov.uk/Council+and+government/Council+information+performance+and...

Dave et al,

Clearly someone who designs the webpage needs to be told a few words about confusing information..

http://www.citizensadvicedirect.org.uk/get-advice/types-of-advice.aspx says to call 0844 xxx xxxxx

http://www.citizensadvicedirect.org.uk/contact-us.aspx says to call 0808 xxx xxxx

They need to be clear WHICH one to call..

I will give them feedback later.

And they offer a good, (not), explanation why they use 0844/0845 numbers on their "Why we use 0844/0845 numbers" webpage: -
http://www.citizensadvice.org.uk/index/getadvice/why_we_use_084_numbers.htm

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