OFCom Proposals for 0845 and 0870: THA'S response

THA's Response

In October 2004 Ofcom opened a consultation on the future of Number Translation Services (NTS) – that is, non-geographic telephone numbers such as 0845, 0870 and 0871. These proposals were also outlined at the Telephone Helplines Association conference 2004. We consulted with our members through Exchange (issue 23), Digital Exchange, and this website, as to how we should respond.

Here is a summary of Ofcom’s proposals:

• Calls to 0870 numbers, currently costing up to 8p per minute from BT landlines, should cost the same as calls to 'national' geographic numbers (this will stop organisations gaining revenue from calls to their 0870 numbers)



• Calls to 0871 numbers, currently costing up to 10p per minute from BT landlines, would be re-classified as premium rate and regulated by ICSTIS



• The cost of calling 0845 numbers will not change for the next two years



• The cost of calling 0844 numbers (currently up to 5p per minute from BT landlines) will not change



• Providers should give consumers better information about the cost of calling numbers starting 084 and 087



• When dealing with people on low incomes or other vulnerable groups, public bodies should not use non-geographic numbers without giving equal prominence to a geographic alternative

The following is a summary of the resulting response to Ofcom from the Telephone Helplines Association:

We have always encouraged helplines to provide services which are free to callers, both for reasons of cost and of confidentiality (free calls are not itemised on bills). We have supported helplines to do this by introducing a special freephone tariff (SFT) number range, working with telephone service providers to offer competitive rates, and continuing to work with the mobile networks to zero-rate calls from mobiles to

However, we recognise that it is not possible for all members to offer freephone services.Some members use 0870 numbers and would not be able to provide a service but for the revenue generated by their 0870 number.Ofcom are proposing to remove the link between 0870 numbers and revenue generation so that these numbers are charged at an equivalent rate to ordinary geographic numbers.

Whilst we appreciate the high relative cost to callers of using 0870 services in general, we believe that there is a strong case for a separate revenue-share number range dedicated to charities. The caller would be informed in a free pre-announcement how much the call will cost them and would also be made aware that a contribution of the cost will go to support the charity that they are using. THA would be well-placed to play a role in co-ordinating a ‘donate-as-you-talk’ range in the same way as they have done with the 0808 80- range.

Ofcom have proposed to do nothing for the next couple of years with the charging mechanisms for 0845 services but to ensure that these services are promoted with specific information on costs rather than the now misleading 'local rate' tag. THA support this: 0845 numbers currently offer a reasonable compromise for callers and helplines, particularly where the itemisation of calls on bills is less of an issue.

THA has spent many years working with members in all sectors to provide services on non-geographic numbers. This is because these numbers offer facilities for routing across several sites and messaging /announcement systems that provide better services for callers. They also provide access to key management statistics on demand and capacity that would be otherwise difficult to obtain. Ofcom have also proposed that Government helplines on charged non-geographic numbers such as 0845 and 0870 should publicise an alternative geographic number. Whilst we think that there is a case for publicising geographic alternatives to 0870 numbers at current prices (with the exception of charities - see above), we would not support any requirement for helplines on 084 numbers at current prices to provide non-geographic alternatives because the benefits would be lost, which would detract from services available to callers.

Ofcom's proposals also include moves to increase the availability of tariff information for 0845 and 0870 numbers. We support this: telephone service providers, whether fixed-line, mobile or internet telephony, should be encouraged to make prominent the cost of calling all types of non-geographic numbers, including 'free' numbers such as 0800/0808. THA also advises that any changes to current arrangements should be preceded by a public awareness-raising campaign

Finally, we have expressed concern about the effect of the proposals that Ofcom have made when taken together. The combination of a geographic-rate 0870 and a 1-4p per minute 0845 would make 0845 less attractive in relative terms than it currently is, both for most callers and for helplines. Ofcom have also proposed the development of the 0871 range as a premium-rate-type number range: we think that the two number ranges are so similar that a geographic-rate 0870 and a premium rate 0871 range would be confusing for the public.

For more information on Ofcom’s consultation see

http://www.ofcom.org.uk/consult/condocs/nts_forward/

To discuss this issue or THA’s response, contact Mark McLean on 0151 641 9746 or mark.mclean@helplines.org.uk

Updated January 2007 by Marc Gillespie