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Avoid Being Taken to Court over 0845

Avoid Being Taken to Court Over 0845 and other 08 Numbers

Something that has changed recently on the communications' front, that we just wanted you to be aware of, is the regulations over 0845 and other 08 numbers - which many businesses use. The reasoning was that if someone has to complain, they shouldn't be paying a premium rate in some cases, plus these numbers aren't included in free mobile phone minutes on phone tariffs. 

You may have received a communication from your telecoms provider that explains the need to change - or there is a risk of being taken to court by customers or potential customers for expensive call charges. The changes came into force Friday, June 13th, 2014. From this date onwards, it will be illegal to provide an 0845, 0870 or a similar number for a customer service line.

This is part of a wider European Directive that affects the whole of the EU, and is based upon the principle that no customer should have to pay more than the national rate to receive customer service support. The law was passed on 13th December 2013 under ‘The Consumer Contracts Regulations 2013’. Here is a link to the law society, if you’d like all the details of the regulation.

Even companies providing free 0800 numbers will have to make alterations, since these are charged above standard rate when called from a mobile phone. But these changes seem only to apply to customer service lines. So sales lines, advanced support and services paid for through the cost of the call (i.e. horoscopes and TV voting) remain unaffected. But if in doubt, you may wish to change. 03 numbers incidentally, are similar to 01 and 02 numbers so don't cost extra. As per the ofcom website, "Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls."

Feel free to contact us if you have any concerns about this.