Consumer Contract Telephone Helpline Changes If you are in business selling goods and services or digital content to a consumer – these regulations will on the whole apply to you. Whilst there are some exemptions we would recommend that you study the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and plan accordingly for the 13th June 2014.
What Does This Mean? By the 13th June 2014 all telephone numbers which you provide for Post Contract queries (customer services, payments etc.) must cost no more than “Basic Rate”
• Basic Rate means not more than a geographic or mobile rate, the following number types wouldcomply:
– Geographic numbers starting 01, 02 or 03 – Mobile numbers starting 07XX – Free to call numbers such as 0800 or 0808 • Sole use of Premium rate (09XX) and other revenue sharing ranges (e.g. 0844, 0871) for postcontract lines will no longer be legal.
• Reduction (or complete loss) in revenue share when using 0844/0871
What Can I Do? • Issue new “Basic rate” numbers for use on Post-Contract calls and ensure they are advertised as prominently as the normal ones. These “basic numbers” can run in parallel with your existing numbers but remember you will need to tell customers who ring the old number, that a cheaper number is available.
• Companies using numbers starting 08XX, can apply for an equivalent 03XX number from their service provider. There’s no need to remember new numbers just substitute the 8 for a 3.
• Where calls are answered using Automated Attendant or IVR type systems, messages can be played to the caller telling them of the alternative number to ring for post- contract queries.
• Separate post sales calls and allocate new numbers ensuring you advertise these
• Choosing 0800 numbers for post contract calls may result in mobile customers being charged and then customers requesting a refund of the additional costs. This is due to change in 2015 when OFCOM change the mobile rates for 0800 and calls to such numbers from mobiles become “free to caller”.
For further guidance on these changes visit: https://www.gov.uk/government/uploads/system/uploads/attachment_data/fil…
