0300 Rate Telephone Numbers

Danish Ahmad made this Freedom of Information request to Department for Work and Pensions

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Dear Department for Work and Pensions,

I find it unacceptable that callers to any DWP department, especially Job Centre Plus (especially the Belfast office that processes Job Seekers Allowance claims) use lo-call 0845 rate numbers.

As you are well aware, these numbers are highly expensive to call from a mobile phone (as are all non geographic rate numbers). Callers who do not have a land line and who are already financially disadvantages have to spent up to 50p per minute only to wait in length call queues, automated systems before getting disconnected or then a dept engaged tone.

It is about time that 0300 or 01/02/03 or 0800 free phone rate numbers are used.

My questions are:
1. Has the DWP considered replacing or clearly advertising 0300 rate phone numbers in addition to 0845 lo-call numbers for all Job Centre Plus branches and Belfast benefits office?

2. If not, when will this be considered and if yes, what was the outcome and please supply any documents or feasibility study into the use of 0300 numbers at HMRC / National Insurance Centre / Job Centres Plus.

Yours faithfully,

Danish Ahmad

DWP Adelphi Freedom-of-Information-Request, Department for Work and Pensions

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DWP Adelphi Freedom-of-Information-Request, Department for Work and Pensions

2 Attachments

Dear Danish Ahmad,

Please see attached response and accompanying document to your FoI
request.

Kind regards

Central FoI Team

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Dear DWP Adelphi Freedom-of-Information-Request,

Thanks for your reply which I have read in detail. Whilst I agree that the use of 0300 numbers may be more expensive than 0800 numbers for those who do not have an all inclusive call plan, surely it would make sense to offer or reinstate the traditional "01" number as an alternative for people to call to? This will then enable them to use their all inclusive minutes.

Your comment about people receiving call backs, is not practical especially if it takes approx. 5-10 min in some cases for the calls to be answered. By then as much as £2.50 has already been charged without even spealing to anyone.

Yours sincerely,

Danish Ahmad

DWP Adelphi Freedom-of-Information-Request, Department for Work and Pensions

This is an automated confirmation that your request for information has
been received at the DWP Central FoI Team.

We will forward your request to the relevant information owner within the
Department who will respond to you direct.

Should you also have any further queries in connection with this request
do please contact us.

For further information on the Freedom of Information Act within DWP
please click on the link below.

[1]http://www.dwp.gov.uk/freedom-of-informa...

show quoted sections

References

Visible links
1. http://www.dwp.gov.uk/freedom-of-informa...

DWP Adelphi Freedom-of-Information-Request, Department for Work and Pensions

1 Attachment

Dear Danish Ahmad

Please see attached response to your FoI request.

Kind regards

Central FoI Team

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