Where a retailer, trader or passenger transport company operates a premium rate 084, 087 or 09 number for after-sales enquiries and issues in breach of Regulation 41 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 they can be reported to the Citizen's Advice national Consumer Helpline. They collate complaints and forward them onwards to the relevant local Trading Standards department.

Reports can be made via 0345 404 0506 or via the report form on the Citizen's Advice website. In a number of cases, the system has been seen to work and achieve the desired compliance.

For an organisation using a premium rate number starting 087 or 09, reports can also be made to the Phone-paid Services Authority. The effectiveness of this is unknown.

Usage of premium rate numbers starting 084, 087 or 09 is now banned for most purposes. These numbers must be changed. The usual route is to move 084 and 087 lines over to the exactly matching 034 or 037 number. Other options include changing to a completely new number in the 01, 02, 030, 033 or 080 ranges. It's a waste of time reporting missing call charge information when the end goal is for the number to be changed.

Where 084, 087 or 09 numbers remain in use and are being used for a legitimate purpose, missing call charge information can be reported to ASA. As before, where this issue affects any numbers starting 087 or 09, this can also be reported to PSA.

NGMsGhost wrote on Feb 2^nd, 2018 at 2:41am:

It would seem to be a waste of effort asking a business to add call charge information to a number that they should no longer be using. Instead, campaigning efforts are best directed at getting them to change the number.


NGMsGhost wrote on Feb 2^nd, 2018 at 2:41am:

Users of these numbers must state the Service Charge and mention that the caller's phone provider will add an Access Charge.

The Service Charge may be a per-call charge, a per-minute rate or a combination of both. Where a per-minute rate is included, it is charged per-second.

The Access Charge is always a per-minute rate, but is usually charged per-second after the first 60 seconds. Per-call connection fees, to the benefit of the caller's phone provider, are not permitted on calls to 084, 087, 09 or 118 numbers.


NGMsGhost wrote on Feb 2^nd, 2018 at 2:41am:

BT's Access Charge for calls to 084, 087, 09 and 118 numbers is 13p per minute at all times. There is no variation by time of day or day of week. However, Ofcom has allowed BT to retain calls to 0845 and 0870 numbers within inclusive allowances. In those cases, the Access Charge and Service Charge are waived even though the called party's phone provider still has to be paid.

EE's landline Access Charge is 13.5p per minute. Vodafone and O2 have set their Access Charge at 55p per minute.

On top of this, the caller pays a Service Charge that benefits the called party and their telecoms provider. The Service Charge varies according to the telephone number called.

Unlimited Anytime calls to UK landline numbers starting 01 and 02, non-geographic numbers starting 03 and premium rate numbers starting 0845 and 0870 costs around £9 per month with BT. For similar money other landline providers also include calls to UK mobile numbers starting 071-075 and 077-079. However, most of those other providers no longer offer inclusive calls to premium rate 0845 or 0870 numbers.


NGMsGhost wrote on Feb 2^nd, 2018 at 2:41am:

BT is the largest supplier of 0845 and 0870 numbers to businesses. When a call is made from another landline or mobile provider to one of the numbers controlled by BT, BT receives the Service Charge revenue paid by the caller. When a BT retail customer makes a call to an 0845 or 0870 number controlled by another telecoms provider, BT has to pay out Service Charge revenue to that other provider. The former happens vastly more than the latter. The difference in revenues allows BT to offer inclusive calls to 0845 and 0870 numbers for their retail customers. This is an anomaly in the market, one that will not persist. Other retail providers have, in the main, decided to not include calls to 0845 and 0870 numbers within allowances. And, as there is no single dominant provider of other 084 or 087 numbers no-one includes these within allowances.

Given that usage of 084 and 087 numbers is now banned for most purposes, there should be almost no need to ever call them.


NGMsGhost wrote on Feb 2^nd, 2018 at 2:41am:

On 13 June 2014, BIS banned retailers, traders and passenger transport companies from using 084, 087 or 09 numbers for after-sales enquiries and issues.

On 26 October 2015, the FCA extended the regulations to cover banks, card companies and insurers.

On 26 December 2013, the Cabinet Office effectively banned government departments, their agencies and other public services from using 084, 087 or 09 numbers.

Ofcom could not institute such bans as they regulate suppliers of telecoms services, not users of such services.

Ofcom's part in all of this was to separate out the distinct components of these call charges making clear that callers pay both their phone provider for the call and an additional, or premium, charge to the benefit of the called party and their telecoms provider. This has slowed the sale of such numbers to businesses as it is now clear that (notwithstanding the anomaly with BT retail tariffs for calls to 0845 and 0870 numbers) callers pay more to call 084, 087 and 09 numbers than to call an 01, 02 or 03 number.