Special FreePhone Tariff for Helplines

Eligibility Criteria - Agreed by THA and Ofcom

The Special Freephone Tariff scheme is available to Telephone Helplines Association (THA) members to make it easier for them to provide a dedicated free-to-caller service where it is imperative to protect the confidentiality of callers to that helpline.

The eligibility criteria which helplines must meet in order to qualify for the Scheme are as follows:

 

1  The helpline must be a THA member.   If a helpline ceases at any time to meet the eligibility criteria for membership of the THA, it shall immediately cease to qualify for the Scheme benefits.

 

2  The helpline may be provided by an organisation in the non-profit voluntary sector or by a statutory body.  Helplines provided by private companies, including trading arms of charities, are not eligible for Scheme benefits.   

 

3  The services offered by the helpline must be consistent with the Scheme’s aim to protect the confidentiality of callers to helplines operating in the fields of health and social welfare. 

 

4  Where there is any question relating to the eligibility of a helpline relating to this criteria, the matter will be referred to a standing committee made up of representatives from the THA Executive Committee and Ofcom.  The decision of the standing committee is final. Matters which raise questions over the application of the Operating Regulations of any given provider of the Special Freephone Tariff for THA members will, in the first instance, be handled by the standing committee.