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0871 Regulations|PhonepayPlus Regulations

Consumers have started to vote with their feet in regards to 08 numbers and their charges, causing Ofcom to take control and bringing in regulators PhonepayPlus.

Since Ofcom announced regulations to 08 numbers, effective on the 1st August 2009, consumer knowledge and confidence when using non geographical numbers has increased.

The regulations recognised 0871 numbers as premium rate numbers which in turn provided stricter rules for service providers. PhonepayPlus, regulator of phone-paid services in the UK, therefore became the watchdog of 0871 numbers, monitored in accordance with their 11th Code of Practice.

A summary of the effecting policies is detailed below, as taken from the PhonepayPlus website www.phonepayplus.org.uk:

Clear Pricing

Service providers must provide better information for the price of a 0871 phone call before any charge is made to the consumer.

Delay and Call Queuing

Customers must be informed of wait times so they can make an informed decision as to whether they continue to hold for a free line or disconnect a call. This is a must during times of high call volumes.

Fairness

Consumers must not be misled in any way by terms of promotion and services provided.

Redress

Where there is concluding evidence against providers who do not comply with the Code of Practice, PhonepayPlus will handle all customer complaints and proceed with any necessary action. PhonepayPlus have the power to reprimand, fine and even close service providers.

PhonepayPlus are hoping the changes will increase consumer confidence when dealing with 0871 service providers, being able to make a more informed decision. The regulations also provide a clear structure for operators, providing protection for genuine service providers.

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