UNISON is warning that the new Universal Credit helpline could be an 0845 number costing up to 40 pence per minute. It says that it will hit the hardest those who can least afford it. These are also the least likely to have access to the internet and therefore no option but to request the benefit over the telephone.

UNISON warning over botched roll out of Universal Credit - Press release 20/04/12

Outlets reporting this story:

• Poorest will be hardest hit by 'botched' Universal Credit roll-out - 24dash.com
   
• The 40p a MINUTE benefits helpline: Bad call for millions who could be forced to use 0845 number - Mirror
   
• Councils ‘could face Universal Credit failure costs’ - Public Finance

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The Universal Credit Helpline, along with other public services, should not be imposing Service Charges of 2 pence per minute. They should use neutrally-charged 03 numbers, or where there is a case for taxpayers to cover the full cost of calls, they should be free to call for all, including those ringing from mobiles.

If UNISON is right and this helpline is to be an 0845 number, then clearly the DWP has learned nothing. The sooner that the premium or "Service Charge" on a 0845 number must be declared, the better. This is Ofcom's proposal and it is one I fully support.

Isn't this all speculation? Given that the Tax Credits help line has recently changed from 0845 to 0345, why is it assumed an 0845 number will be introduced for the Universal Credit?

kasg wrote on Apr 22^nd, 2012 at 8:58pm:


because from a public perception people using the DWP are scroungers whilst its a lot of taxpayers using the tax credits hotline? different departments.

DWP changed their 0845 lines over to cheaper 0345 numbers on 17 March 2014.

Calls to 03 numbers are inclusive from landlines and mobiles else charged at geographic rate, exactly the same as calls to 01 and 02 numbers.

These are not premium rate numbers. There is no revenue sharing. The call price is set by the caller's landline or mobile provider.

The only profiteering is where a caller chooses an incorrect call plan or tariff for their needs, e.g. has the choice of unlimited calls on their landline to 01, 02 and 03 numbers for £8 per month but chooses to go on a tariff charging more than £6.50 per hour.

It is 084, 087 and 09 numbers that are premium rate. These are generally non-inclusive and cost a lot more to call than calls to ordinary 01, 02 and 03 numbers. Public services, customer services and financial services no longer use 084 or 087 numbers.

See a comparison of 03 and 084/087 call costs
http://www.fairtelecoms.org.uk/uploads/1/1/4/5/11456053/current_call_costs.pdf