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From 1 August 2009, 087* numbers will officially be reclassified
as Controlled Premium Rate Services (PRS), under the remit of
PhonepayPlus.
The
changes are to increase the level of consumer protection for calls
provided to these numbers and to improve pricing transparency.
Network operators, service providers (resellers) and information
providers (number owners) will need to follow the PhonepayPlus
code of practice.
Networks and service providers will need to register with
PhonepayPlus and keep a record of all information providers
(customers) that are using 0871/2/3 numbers.
Information providers must adhere to the following
code of practice:
Pricing
Wherever your 087 number appears it should be accompanied by its
pricing information. Pricing information must be clear, close to
the telephone number and prominent. In the short term,
PhonepayPlus will accept a spoken message, explaining the tariff,
at the beginning of every call as an alternative.
Undue Delay
You must ensure that there is not an unfair delay in a caller
accessing the service on offer. PhonepayPlus requires
organisations to inform callers of the expected time it will take
until their call is answered and, if appropriate, their position
in any queuing system.
Prior permission licences
A
small number of certain services will require prior permission
from PhonepayPlus before they can operate on a premium-rate line.
A list of these services is available at
http://www.phonepayplus.org.uk/output/Prior-permission.aspx
Customer care contact number
Information providers must provide consumers with a telephone
number they can call if they have concerns or a complaint. This
can be the same or a different 087* number.
Checklist:
Do you have a customer service number?
Have you checked if you need prior permission for
your services?
Are you displaying your pricing?
Do you have a method/policy for informing people of
waiting times?
The full code of practice is available on the PhonepayPlus website
http://www.phonepayplus.org.uk, however if you require further
assistance, please contact
us on 08000 72 72
75.
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