The government believes it is inappropriate for callers to pay high call charges for accessing vital public services and are putting an end to expensive premium, 084 and 087 numbers. As a result from June 2014, it will be a legal requirement to provide a zero or standard charge number for post contract customer service and helpline numbers.
One of the key changes in the directive means that UK businesses cannot charge more than a basic rate for call from their existing contracted customers. NOTE – This applies to Business to Consumer transactions, not Business to Business. Basically this means that existing end customers calling support, service, billing desks etc can only be charged a basic (local) rate or less for the call. There are some industries that are exempted from the directive (summarised below) but in general if businesses are using any revenue sharing numbers to support their existing customers they would have to change that number.
Gambling, banking, credit, insurance, pensions and investments, creation of immovable property or of rights in immovable property, rental of accommodation, supply of food and beverages which are delivered regularly to the consumer, package travel, timeshares, contracts concluded by automated vending machines through a payphone with a telecommunications operator.
Many businesses are expected to suffer, as they will be forced to switch from revenue generating lines to a zero or standard charge line. Furthermore, they will have the added challenge and cost of managing number changes within their business.
Opus Telecoms can manage your calls and lines effectively during this transition, reducing your call charges and line rental whilst maintaining the quality of your communication infrastructure. Call us on 0800 316 7566 to ensure you’re ready and compliant with the new consumer regulation on telephone helplines.