Class Telecommunications

3 August 2009

Organisations and businesses who "own" 0871 numbers now need to comply with the PhonepayPlus 0871 Code of Practice.

Consumers must not be subject to undue delays when calling an 0871 number(s) and owners of 0871 numbers must make it clear whenever and wherever they promote the number(s) as to what it is likely to cost the caller to call them.

Customers calling an 0871 number(s) must not be subjected to an unfair period of waiting between a call connecting and their access to the service which is provided on the line. Where PhonepayPlus receives customer complaints which come from delay they will in the first instance refer these to your Service Provider.

Customers must be provided with the clear opportunity to make a complaint about the Premium Rate service operated on the 0871 number. The published complaint number can be the same as the 0871 number itself.
If making a complaint, the complainant must be informed by the 0871 owner that the cost of calling that 0871 number for the purpose of making such a complaint will be fully refunded and the 0871 owner will need to ensure it is so refunded.

In every instance where 0871 owners publish, promote and invite consumer use of their 0871 number(s) they should include a clear statement both giving the above complaint contact number information and also the fact that calls to that 0871 number will cost the caller at least 10 pence per minute at all times for the time they are connected and that actual call costs may vary depending on their own network operator.

Call costs charged by some network operators and mobile phone networks may be considerably higher than 10 pence per minute and if in doubt or in any way concerned the potential caller should check first with their own service provider before making the call. Children should seek the permission of an adult bill payer before making a call to an 0871 number.

For more information in relation to 0871 number service regulations please now visit the PhonepayPlus website and see in particular:-

http://www.phonepayplus.org.uk/output/087-Number-Range.aspx

www.phonepayplus.org.uk/upload/087-Help-Note.pdf

So, in summary, 0871 number owners must:-

1) Provide a complaint line which can be the same 0871 number.
2) Ensure that wherever and whenever they promote the use of an 0871 number they have stated the expected cost and warned the caller about the potential cost of making the call. This needs to be stated within any organisation promotional marketing literature, advertising in publications (i.e. newspapers and even within Yellow Pages), on company vehicles and can also be by way of a call announcement assigned to the actual 0871 number itself or simply provided by the person who answers the call.

If you have any questions about 0871 numbers and how this may affect you, please contact us on 0800 652 3170.