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Cloud Telecoms - Replacing Systems with Services

June 2014: Customer Care Numbers

Customer Care Helpline Numbers Regulation Changes

There has been a change to regulations concerning Customer Care helpline numbers. The pertinent aspect of the regulation change from 13th June 2014 is stated as follows:

"Where a telephone helpline is provided, the basic rate requirement means not charging more to phone a trader about something you have bought than to call a friend or relative, that is to say the simple cost of connection…" (Section J).

A compliant Customer Care helpline number must now begin with 01, 02 or 03, additionally an 0800 number is acceptable.

Premium Rate:

All customers providing premium rate services in the UK have an obligation to update their Customer Care number details via their online PhonepayPlus Registration. Customer Care numbers beginning with 084, 087 or 09 can still be used, but only for consumers who purchased goods or services (via a Premium Rate) prior to the effective date of the new regulations, which was 13th June 2014.

If you would like to discuss providing your customers with a new Customer Care number, such as an 03 number, please call X-on Sales on 0333 332 0000.