Complaints call costs to be capped

The government is promising to limit the cost of calling telephone numbers for customer inquiries and complaints from next summer...

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Is this correct because the cost of calling mobiles, from a landline, costs around 15ppm isn't it at certain times which means 0844 numbers will be exempt so only really the regulated 09x premium rate numbers would come under this new directive.

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Is this the same draft that is mentioned in an earlier post because when I read it, a lot of companies using 0844 numbers could potentially be exempt as there were a lot of exemptions.

Ian G wrote on Aug 6^th, 2013 at 7:18pm:
Although true, it's highly unlikely the government will agree.  They are likely to see it as the cost of an 01/02 call for those without an inclusive package.

Why are banks, train operators and airlines exempt from this latest ruling?

SilentCallsVictim wrote on Aug 7^th, 2013 at 2:04am:
I must have missed the bit where they clearly state 084/087 are prohibited when I scanned through it.

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So it's only a wish that the regulations will apply to all equally and us consumers have to hope the goodwill of the government will enforce this equally across the board rather than exempt themselves, financial instiutions (banks, insurance companies), airlines and other users who are generally the biggest users of these number ranges anyhow.

bbb_uk wrote on Aug 7^th, 2013 at 12:27pm:

None of the four categories of permitted number covers 084/087 - nor any other similar number range that may arise in future. If 0845 were to be re-designated to have the same characteristics as 03 (should Ofcom change its mind again!) then it would become permissible, however for now all 084/087 numbers are prohibited. (Note that the NTNP will be revised before these draft regulations come into force).

bbb_uk wrote on Aug 7^th, 2013 at 12:27pm:

There may be a serious prospect of removing the exemption for passenger transport from these particular regulations. I believe that the FCA is a better shot than the Treasury in respect of Banks etc., but this would be through a separate instrument. The Cabinet Office is currently addressing the situation with the government - which is not generally subjected to statutory regulation by the UK parliament. These particular regulations could never be expected to have universal application.

Happily there are some who engage in active campaigning and dialogue, rather than hoping that the goodwill of the government will make all things right. It is also possible for organisations to abandon 084/087 numbers without being compelled to do so.

bbb_uk wrote on Aug 7^th, 2013 at 12:34pm:

I have not taken the trouble to explore just why the EU Directive offered member states the opportunity to exempt passenger transport, or how the balance of use of non-basic rate numbers between sectors falls across the EU, so as to make sense of the original Directive. I do not accept the suggestion that (for the sake of being sensible) BIS should have dropped the proposal because it failed to secure the support of the Department for Transport. Regulation of the financial services market is always undertaken separately, but I do not wish to debate the logic of that fact of life.

My personal view is that it is best to attempt to get a more sensible outcome by pressing for completion of the process, by whatever means this may be achieved. I am not given to assessing whether the glass is ½, ¼ or ¾ empty or full. I will celebrate any worthwhile content for what it is. If I see the possibility of adding more of the right material to the glass, then that is where I will direct my attention.

Dave wrote on Dec 13^th, 2013 at 3:33pm:


This is very good news indeed.

It begins with this welcome statement :---
"Customers calling helplines to complain about their faulty microwaves or incorrect train tickets will no longer have to pay more than the basic rate, ...." 
And
" ...... the government will put an end to expensive premium, 084 and 087 numbers for customers calling airlines, train operators, and major high street and online retailers. "

This begs the question of what is the basic rate ?

Later it gives a short table showing comparative call costs.   This is an extract showing landline originated calls only :---

"Calling from a landline

0845 1 to 11p per minute, plus a set up fee of up to 14p 
0844 1 to 13p per minute 

Calls between landlines are typically charged up to 10p per minute "

Presumable this last line is their answer to what is the basic rate .

Is it misleading and substantially inaccurate because it does not mention geographic numbers nor geographic rate numbers nor that for these numbers the rate is TYPICALLY zero pence per minute as they are pre-paid within packages?   Most customers will be using pre-paid packages because that is what industry statistics indicate.   The "up to 10p" rate is the exceptional rate for calls made outside the terms of a package.   

One wonders why the officials who drafted and authorised this press release presented the charges in this way?

The Independent carried this story yesterday (Thursday 12 December) with the headline :---

Freephone will mean free - even for mobiles: Ofcom confirms change for 2015

http://www.independent.co.uk/life-style/gadgets-and-tech/news/freephone-will-mea...

In its second sentence the Indy started reporting and quoting extensively from the Press release issued today !! :---

"Meanwhile expensive helpline numbers operated by airlines, train operators, and major high street and online retailers, will be banned.

Two major announcements yesterday heralded cheaper calls to businesses and easier to understand phone charges."

The Independent seems to offer two stories for the price of one!