Important Changes to Non-Geographic Numbers

Ofcom have introduced a new non-geographic number range, and have announced changes to the cost of some existing numbers. This particularly affects helplines which currently operate a ‘revenue share’ whereby some of the cost the caller pays is passed back to the helpline or is used to allow the helpline to pay a reduced rate for the telephony service.

From now on, helplines will be able to choose from the following options:

0800 and 0808 will not change. These remain free to call and have never attracted a revenue share.
03x – This new range will be charged at no more than the cost of a UK call and revenue sharing will not be available on this range.
0845 – This will continue to be charged at up to 4p per minute to the caller and will still allow some revenue share.
0844 – This will continue to be charged at up to 5p per minute to the caller and will still allow some revenue share.
0870 – Existing 0870 numbers can be retained but will lose their revenue share and will be charged at the same rates as 03* numbers.
0871 – These numbers will still be charged at up to 10p per minute to the caller but will now be classed as ‘premium rate’ numbers and will be regulated by ICSTIS. Services which use 0871 numbers are not eligible for full THA membership.

More on the new "03" number range

Ofcom have now announced criteria and timescale for the 03- number range, where all calls are charged at same rates as calls to 01- or 02- numbers. These numbers should be available from October 2006 so new helplines or helplines setting up an additional number, should be aware of this new option.

0300 numbers for the public sector (including organisations with a .gov.uk or .nhs.uk website) and not-for profit organisations such as registered charities
0303 numbers for anyone
034x numbers available to people who currently have 084x number (so any organisation with 0845 456 7890 would have the option of changing to 0345 456 7890)
037x numbers available to people who currently have 087x numbers

The future of 0870

From January 2008 0870 numbers will change. Ofcom recognise that it could cost organisations a lot if they are forced to change their 0870 numbers to 03 numbers. Therefore, organisations can continue to hold 0870 numbers but the standard cost for calling an 0870 number will be brought down to no more than the cost of a standard UK call, i.e. the same as the new 03 number range. This reduced cost to the caller will also mean no revenue share.

0845 numbers

The 0345 range has been reserved for those currently holding 0845 numbers, but it's important to note that switching to an 03x number is optional, and if you do wish to switch, you could also opt for one of the other 03x ranges e.g. the 0300 range for non-profits.

Unlike 0870, there are no firm plans to change the cost to call an 0845 number. Therefore callers will still pay up to 4p per call minute, which is significantly more than the cost to call an 03x number, therefore it is likely that the public will view 03x numbers more positively than 0845. Organisations with 0845 numbers may wish to reserve a corresponding 0345 or 0300 number in case they wish to switch in future.

Further information

The guidance on eligibility for 0300 numbers can be viewed here:

http://www.ofcom.org.uk/consult/condocs/numberingreview/statement/0300guidance/

And the rest of the review documents here:

http://www.ofcom.org.uk/consult/condocs/numberingreview/statement/

If you have any questions on the future of numbering and how this may affect helplines, you can contact Mark McLean, Senior Trainer/Consultant, on 0151 641 9746, or email mark.mclean@helplines.org.uk