It is not just 0870 numbers that are changing on August 1. From this date 0871 numbers, previously under the jurisdiction of Ofcom, will now be considered ‘premium rate’ and as such will be regulated by PhonepayPlus (previously ICSTIS).
What does this mean for you, the company using 0871 numbers?
- From this date
you must be registered with PhonepayPlus (PPP). You can find more information at
www.phonepayplus.org.uk/output/Registration.aspx.
- You will need to be familiar with the PPP Code of Practice.
- Pricing 1. Wherever your 0871 number appears it should be accompanied by the cost per minute charge for the call (inclusive of VAT). This includes websites, print, listings and advertising hoardings (including signs on vehicles). Thus if the call costs 10p minute you must clearly state this.
- Pricing 2. In addition to notifying the cost per minute price of a call in all your advertising, whenever anyone dials your phone number they must also be told the cost of the call. Normally, your carrier will set this up with an automated introductory message along the following lines:
“Calls to this 0871 number will cost you 10p per minute from a standard BT UK landline. Calls from other landline networks may cost you more. Calls from mobile networks will not be included in your standard inclusive minutes package and will be charged between 15p and 45p per minute”
- Undue
delay. You must ensure that there is no undue delay in a caller accessing the service they are dialling. This affects the time it takes to start providing the service after the call has been connected. PPP requires organisations to inform callers of the expected time it will take for their call to be answered and, where applicable, their position in any queuing system. The caller should be able to make an informed decision as to whether they are prepared to wait the required time and incur the associated costs.
- Customer Care Contact Number. Under the PPP code you must provide consumers with a telephone number they can call if they have concerns or a complaint.
- Further information on the reclassification of 0871 numbers and how to ensure you are legally compliant can be found at:
www.phonepayplus.org.uk.
Do you really want a 0871 number?
Given the above regulations relating to 0871 numbers, do you really think that keeping a 0871 number under the new regulations makes good business sense?
It perhaps does make sense if you are providing ‘after sales service’ or a ‘help line’ since the revenue share you receive may make a small contribution to your providing the service.
HOWEVER, if you are seeking to encourage sales then you will be well advised to think again, especially if you are in an industry that has some competition. Of course, if you have a monopoly in your market, and offer a must have product or service, then no doubt you can charge what you like – even if it costs the caller dearly.
A much better alternative for a sales line would be the 0843 / 0844 number range where the cost to the caller is just 5p per minute, and where, for higher inbound volumes we have some excellent memorable numbers such as:
0843 0800 000
0843 0800 123
0843 0800 FLU
0844 888 5 222
0844 888 6 888
0844 999 HELP
0844 999 3 999
For more information on these numbers and costs please call Team Telecom on 0844 888 3456
Or visit:
www.0844UK.com
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