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Service Charges - 0845 Numbers

Important Information Service Providers Need To Understand

As of 1st July 2015, organisations that use 0845 numbers have an obligation to display the cost to call these numbers.

Why?

Ofcom introduced new measures to simplify call charges for 0845 numbers. These came into force on 1st July 2015 and are intended to promote price transparency for consumers.

The cost of calling any of these numbers will be split into two parts:

  • An access charge: This is what the caller will be charged by their phone company, charged as pence per minute. They will tell consumers how much the access charge will be for calls to service numbers. It will be made clear on bills and when they take out a contract. This is in addition to the below service charge.

  • A service charge: This is the rest of the call charge and Service Providers are obliged to communicate this cost to customers.

The service charge is the part that Service Providers need to communicate to callers.

Further information on these service charges can be found by visiting asa.org.uk

What Service Providers Need To Do

Wherever you advertise or promote a 0845 number, your organisation must ensure that the service charge is displayed in a prominent position, and in close proximity to the telephone number. Visit CAP (Committee of Advertising Practice) website for information about the types of marketing materials you will need to update.

The recommended form of wording is:

"Calls cost xp [or xp per minute] plus your phone company's access charge."

Service Charge to callers for calling Just0845 ranges (all prices include VAT)

All Just0845 Numbers cost 5p per call and 5p per minute after the first 60 seconds, plus the access charge from the caller's phone company.

 

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