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Important Information - Changes to legal use of 084/087/09 numbers

As of 13 June, 2014 telephone numbers starting with the prefixes 084, 087 and 09 (such as 0845, 0843, 0871, 0872 and 09 numbers) cannot be used to provide customer service and complaint lines. If you have numbers such as these and are using them for the purposes described above, then you need to take action now.

What you need to do:

  • Review the numbers you advertise to customers and determine whether you have any numbers that are affected by this legislation.
  • Contact us to arrange replacement numbers where appropriate.
  • Ensure that your advertising to customers reflects the number changes.

If you require replacement numbers, then you have one of the following options:

  • Replace your number with a 03 number. Calls to 03 numbers cost no more than calls to geographic numbers (01 or 02) and are included in landline minutes bundles. We will provide you with a replacement 03 number free of charge.
  • Replace your number with a number such as an 01/02 geographic number or a mobile number.
  • Replace your number with a Freephone number.

Further information

In order to implement the EU Consumer Rights Directive, the Department for Business, Innovation and Skills (BIS) published the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ('the Regulations') on 13 December, 2013. The Regulations will take effect on 13 June, 2014.

Paragraph 41 of the Regulations prohibits customer helplines charging consumers at any more than the basic rate. This precludes the use of numbers on the 09, 087 and 084 ranges to operate a telephone line for consumer contact about a product already purchased or to cancel a contract.

BIS has produced guidance in relation to the Regulations, which can be accessed by clicking here.


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